Support Operations Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the support operations job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

  • Craft your perfect resume by picking job responsibilities written by professional recruiters

  • Pick from the thousands of curated job responsibilities used by the leading companies

  • Tailor your resume by selecting wording that best fits for each job you apply

J Bailey
588 Emery Burgs
+1 (555) 571 1584
588 Emery Burgs
p +1 (555) 571 1584
Experience Experience
03/2016 present
Philadelphia, PA
Business Support Operations Specialist
Philadelphia, PA
Business Support Operations Specialist
03/2016 present
Philadelphia, PA
Business Support Operations Specialist
03/2016 present
  • Inform and escalate to the management team situations requiring management action
  • Understand process changes and perform tasks accordingly
  • Long-term career development
  • Perform Daily and Monthly Cash reconciliations
  • Produce measurements and manage controls
  • Keep the Work Instructions up-to-date to reflect process changes
  • Manage invoice errors/corrections/rejections
02/2009 10/2015
San Francisco, CA
Customer Support Operations Manager
San Francisco, CA
Customer Support Operations Manager
02/2009 10/2015
San Francisco, CA
Customer Support Operations Manager
02/2009 10/2015
  • Ensure performance metrics of the contact centers are met consistently, including adapting to a changing environment
  • Creates an environment that encourages information sharing, team-based solutions, cross-training, to ensure effectiveness, efficiency and service excellence
  • Participates in personnel management activities, including performance management and career development activities
  • Lead in promoting ease to our partners in customer support transactions
  • Coordinates efforts to develop processes and disciplines and supports sharing of best practices
  • Drive process improvements, best-practice sharing and standardization across global operations processes
  • Participates in financial management activities, including the creation and maintenance of the division customer services budget
12/2004 12/2008
Houston, TX
Support Operations Manager
Houston, TX
Support Operations Manager
12/2004 12/2008
Houston, TX
Support Operations Manager
12/2004 12/2008
  • Assists with the process including tracking, reporting, and coordinating department expenditures
  • Responsible for both driving and working with other Support Leaders to meet service levels, productivity, ASA, and other top Support KPIs by region
  • Financially savvy with a track record of applying metrics and data analysis to planning
  • Analyze overall support operations to generate insights and reporting to both identify and execute on transformation and operational improvement initiatives
  • Update and improve operational reporting for Customer Success and Support Teams
  • Works well in a multi-functional team environment, building consensus to attain common goals
  • Facilitates proper handling of executive complaints to ensure optimal resolution, communication to all , and timeliness
Education Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Kennesaw State University
Bachelor’s Degree in Business
Skills Skills
  • Ability to lead and inspire direct reports
  • Ability to make decisions and solve problems while working under pressure
  • Ability to maintain confidentiality
  • Ability to work independently and to make recommendations and decisions without direction
  • Ability to show judgment and initiative and to accomplish job duties
  • Ability to prioritize and organize effectively
  • Identify opportunities to reduce effort for our Customers and Support teams by analyzing available data. Recommend changes and then lead project through to implement changes and measure effectiveness of the project
  • Ability to manage and foster change
  • Ability to manage multiple projects and tasks
  • Using ideas and lessons learned from external sources (books/blogs/other systems/past experience etc.) suggest how those ideas can be integrated into our systems. Present recommendations to leaders and then work to get these changes implemented
Create a Resume

FX Trade Support Operations Resume Examples & Samples

  • Trade capture functions including resolving trade discrepancies for FX trades executed via voice, brokers and electronic trading as well as internally
  • Monitoring funding position and booking intercompany funding for FXEM desk
  • Trade monitoring function including front to back reconciliations, aggregation reconciliations
  • Life cycle event management including NDF fixing
  • Resolving any issue which arise and addressing any requests or questions from Sales and Trading
  • SDR reporting and other regulatory reporting
  • Provide proactive and effective operational support for various stakeholders including FXEM Sales and Trading, FXEM COO, Financial Controller, legal, compliance, credit risk and other Operations teams
  • Self-starter who is able to maintain a high standard of accuracy while managing various deadlines, a creative individual that can work independently or as part of a team working to exceed expectations

Manager, Support Operations Resume Examples & Samples

  • Manage vendor relationships, both domestic and international, including but not limited to responsibilities for special-purchase item sourcing, terms, vendor agreements, and investigation of new vendor options as need may arise
  • Develop fundamental understanding of the educational software market, customer, the materials developed by Amplify to serve this market, and the daily tasks of Helpdesk in support of the customer and product
  • Maintain familiarity with terms and conditions of freight, customs, duty, and international shipping rules and terminology, and how this may vary from US and internationally
  • Maintain fundamental knowledge of publishing rights and restrictions, printing, electronic device manufacture, and the application of international freight, customs and duty upon these
  • Maintain thorough understanding of ASTM and other international regulations governing content testing and labor condition guidelines
  • Monitor inventory of print products and maintain a cycle of forecast and reorder
  • Create and produce regular reports and/or presentations on the status of projects underway regarding the above tasks, as well as reports on overall performance indicators for the Support business unit to VP Customer Services and larger audience, as assigned
  • Bachelor's Degrees in a technical or business-related discipline
  • Three plus years’ experience in an operational role that included but is not limited to oversight of vendors, production timelines, forecasting and inventory management and direct customer support
  • Ability to work independently, as well as collaboratively within support team and across business units
  • Strong interpersonal and communication skills, with a proven ability to present information clearly and effectively and interact with a team of diverse colleagues
  • Salesforce CRM experience
  • Commitment to strong customer support
  • Strong analytical, organizational, and problem solving capabilities
  • Effective time management skills and ability to prioritize
  • Comfortable working in a fast paced environment and handling multiple tasks/priorities
  • Excellent attention to detail

Support Operations Analyst Resume Examples & Samples

  • Building and maintaining an expert understanding of the various stages of software development, enhancements, and support
  • Building and maintaining knowledge repository related to Vision Plus and other credit card processing platforms
  • Research on best practices in the industry and provide updates to internal team and to business as appropriate
  • Providing guidance and assistance to colleagues
  • Interacting with interfacing product teams to understand the peripheral products
  • Supporting the implementation of strategy and policy issues related to the cards division

FX / Emerging Market Trade Support Operations Resume Examples & Samples

  • Support Foreign Exchange and Emerging Markets business. Products that traders and sales people execute include Spot, Forward, Futures, Options and Interest rate products
  • Working with trading and sales to ensure market risk and trade entry is accurate. Coordinate with global colleagues that all aspects of trade processing is completed
  • Affirmation of T0 trades using either sales/trading recap or broker confirmation to ensure proper booking
  • Ownership of life-cycle management of trades including expiries, rests and final settlement
  • Calculate and distribute daily P&L to the Trading Desk, Product Control and Senior Management
  • 1-3 years of experience
  • Motivated, diligent learner that is able to work in a fast paced environment
  • Proficient in excel and ability to quickly learn internal & industry applications
  • Interest in General Financial Markets
  • Strong problem solving, analytical skills, and a sense of urgency
  • Ability to prioritize multiple responsibilities
  • Understanding impact of processes/procedures carried out on daily basis and its relation to the business and risk

Business Support Operations Professional Resume Examples & Samples

  • Good teamwork and collaboration skills
  • Good numerical skills
  • Ideally Economics or Finance background
  • Italian: Fluent

Customer Support Operations Program Manager Resume Examples & Samples

  • Create and manage detailed plans for assigned key customer support operations programs and ensure all key deliverables are met in a timely manner
  • Provides program management advice and guidance for key initiatives (tracks status, performance, project management, reporting)
  • Partner with BSA, Training, finance and operations support teams to streamlines cross functional processes
  • Conduct data analysis to gain insights into business trends and provide recommendations. Review and analyze various business reports with a high degree of detail in order to identify discrepancies and perform corrections and revisions
  • Manage rollout of organization wide initiatives such as SFDC rollout, analytics dashboards
  • Liaise closely with Customer Support Leaders to design and develop new reports
  • Assist with internal employee programs plans and ensuring deliverables are outlined correctly by program owners, working with director to report on the programs
  • Prepare, distribute and submit running reports, populating worksheets, performing calculations for global business operations and business readiness to director level
  • Successful candidate will be dynamic, creative, and self-driven with an outgoing personality. A natural planner with close attention to detail and a positive outlook
  • A minimum of 8+ years of experience in business services (customer support or technical support), program management, marketing or business consulting
  • Excellent communication skills, both written and verbal, with the ability to communicate and interact with upper management
  • Strong analytical and reporting skills with the ability to analyse and summarize reports for director
  • Exceptional organizational and problem-solving skills
  • Flexibility to meet continuously changing priorities and challenges
  • Expertise with MS Excel and PowerPoint capabilities and related data manipulation is must. Exposure to project management tools such as Microsoft Project is a plus
  • Exposure and Understanding of IT support centre tools and technologies – CRM; Avaya/Telephony setup, WFM etc

Partner Support Operations Manager Resume Examples & Samples

  • Regularly promote VMware’s channel support programs through formal presentations and informal discussion in an effective manner that accurately articulates the benefits and requirements for qualified channel partners
  • Coordinate multiple business unit engagement to onboard qualified partners and drive consistently positive partner experience with VMware Technical Support
  • Manage, drive, motivate and mentor channel partners to achieve the support program’s objectives by working effectively with other VMware teams and leveraging VMware tools such as metrics, eductation, case reviews, technical knowledge sharing, onsite engagement, etc
  • Monitor, maintain metrics, audit, reward or take appropriate corrective action with the overall performance of channel partners in accordance with their agreements, participation in VMware’s cooperative support programs and to achieve organizational or corporate objectives
  • Drive individual partner accountability to continuous technical learning through ongoing joint development of partner training plans and consumption monitoring
  • Using your strong analytical skills, assist in the development, implementation and management of VMware’s strategic country, regional and globsal support programs and initiatives with channel partners
  • Assist in the development, implementation and management of effective communications strategies to and through channel partners
  • Gather channel partner requirements and collaborate with Partner Support Business Development to drive meaningful enhancements to existing support programs or generating valuable new initiatives
  • Designing, testing, launching and managing cross functional projects
  • Able to create workflows and customer service operational process documentation
  • Able to produce metrics that support key business indicators to address issues within service delivery or with partner
  • Previous experience in Premier Services support, channel sales, channel operations, or customer service in a high tech company preferred
  • Experience in a global role dealing with multi-lingual and cultural issues a plus

Manager Global Support & Operations Resume Examples & Samples

  • Oversee and participate in hands-on support for Display globally
  • Maintain and optimize communication channels for operational efficiency
  • Main point-of-contact for escalations and prioritization of issues
  • Leading and working collaboratively with other teams in various projects and initiatives
  • Determine solutions and tools to automate day-to-day operations, work with different teams to get those planned and implemented
  • Create and maintain a self-service knowledge base
  • Commit together with the complete support team to

Csis Support & Operations Analyst Resume Examples & Samples

  • Coordinate the sub region Operation team activities
  • Generate periodic reports on financial, accounting, security, safety, fraud, training, etc. with accuracy to identify and process data sources
  • Test reports and use problem solving skills to determine problems’ root cause and suggest solutions with users
  • Outstanding written and verbal communication skills; interpersonal and collaborative skills with multicultural sensitivity
  • Must think critically to sort relevant information
  • Strong foundation in research methods and statistics

UK & Ireland COF Business Support Operations Account Specialist Resume Examples & Samples

  • Monitoring collateral position and surveys to ensure that all collateral reporting requirements are adhered to and identifies, reports on and drafts action plans to address potential and actual exposures
  • Preparing materials for use in status account reviews
  • Operating proactively at all times
  • Able to communicate in English (both verbally and in written form) at a high level
  • Hold a phone conversation with our business partners and explain basic financial terms to them verbally

Customer Support Operations Analyst Associate Resume Examples & Samples

  • Under limited direction, analyze the workflow of the department, and suggest improvements
  • Create schedules and monitor adherence to those schedules
  • Carries out a Service Desk call quality program within the general guidelines provided by contact center management
  • Work with department management to identify opportunities for improvement, and implement procedural enhancements as directed
  • Ensures consistent adherence by contact center associates of call/email/chat processes, procedures, and customer service levels
  • Identify the need for new material and other updates for departmental training. Develop and implement these improvements
  • Review the work of department members for consistent and accurate delivery
  • Assists with the generation/maintenance of call evaluation forms, monitors analysts, reviews call and Remedy ticket evaluations with analysts and management team and assists with identification of training needs and development as required
  • Review workflow demands and recommend appropriate staffing alignments
  • Gain an understanding of the business, firm structure and human resources operations of EY, and how this relates to your department and the overall HRPSSC operation
  • Use good judgment in applying policies and procedures
  • Follow through on commitments, and accept ownership of results
  • Understand the expectations of customers, and deliver service that exceeds their needs, within department guidelines
  • Identify and resolve issues that impact the delivery of quality service
  • Work effectively with others within the HRPSSC, field Americas People Team (APT), other EY personnel and external parties
  • Provide training to all department personnel based on call or Remedy ticket observations
  • Measure the accuracy and timeliness of staff output, and recommend individual and team improvements
  • Develop and maintain effective working relationships within the HRPSSC, and with key operational contacts. Supports an environment that promotes effective teamwork and collaboration
  • High school diploma or equivalent work experience required; Bachelor's degree preferred
  • A minimum of 1-3 years related work experience; 3 years of call center and 2 years of leadership experience preferred
  • Demonstrated professionalism, effective problem-solving and analytical skills
  • English language - excellent written and verbal communication
  • A positive can-do attitude and approach to responsibilities. Confident in meeting new challenges and changes with an open mind, with a demonstrated commitment to the job
  • Demonstrated advanced proficiency with standard technology including Windows, Excel, Access, Word, Outlook, Lotus Notes, Intranet, and other related applications
  • Ability to exercise a high degree of independence and autonomy
  • Experience with Quality Assurance in a contact center environment preferred
  • Familiarity with HR contact center tools - Impact 360, Cisco, Taleo, PeopleSoft, and ServiceNow preferred

Csis SOS Support & Operations Analyst Resume Examples & Samples

  • Enter purchase orders in P2P to support and control the assigned budget for CSIS Latin America & Mexico
  • Support to all expenses requests on the required systems, to help on control at the assigned budget for CSIS Latin America & Mexico
  • Extract and obtain Investigations, Security, Safety, Finance, HR and Control reports

Customer Support Operations Manager Resume Examples & Samples

  • The Operations Manager will be responsible for the management, coordination and quality for our APAC contact center operations. The ideal candidate has experience with supporting customers and understands the nuances of support preferences across multiple Asia Pacific regions. They will have experience overseeing complex operational projects as the responsibilities of this role include streamlining best practices across a global support team to meet the needs of our customers and support advocates
  • The Customer Support Operations Manager will be passionate about improving both the internal and external customer experience by driving process improvements. He/She will manage projects focused on maximizing customer and advocate happiness and operational efficiency
  • Partner and manage the relationship between multiple company groups including: Regional Sales Teams, Community, Customer Support, Marketing, Finance, Product Management and Engineering
  • Oversee all aspects of people management within global outsourced contact centers and Customer Support team including: recruitment, selection, training, performance management, coaching and motivation
  • Responsible for maintaining daily communication and monitoring operational activity (contact volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, staffing, client/project content changes, etc.)
  • Drive process improvements, best-practice sharing and standardization across global operations processes
  • Relentlessly work to identify improvements in operational effectiveness and efficiency that will drive increases in customer satisfaction, quality and other key performance indicators

Manager Tax Support Operations & Client Services Resume Examples & Samples

  • Manage regulatory and business processes aimed at keeping our business safe and increasing the efficiency of GWI Business. Such services include
  • Provide support and guidance to business lines and support partners on tax reporting related issues
  • Provides Recommendations to Snr. Mgr for Approval of impacted Tax Campaign Budgets impacting GWI businesses
  • Align/Maintain Policies and Procedures across business lines
  • Manage the effectiveness of operational systems, procedures and support, to assist GWI businesses with its competitive position in the marketplace. The main activities related to this accountability are
  • Overseas timely delivery of all tax receipts /communication to our clients
  • Provides guidance on client account coding to mitigate withholding tax and ensure proper tax slips generated to clients
  • On time delivery of regulatory initiatives, by managing tracking and reporting on assigned regulatory changes using standard change and project management methodologies
  • Work with business units in ensuring effective and timely implementation of new policies, procedures, operational processes and documentation to reflect new and changed regulatory requirements
  • Manage client complaints in relation to tax reporting issues
  • Manages cost basis reporting for US residents of US securities and provides IRS reporting output to Securities and Operations for tax reporting to the IRS
  • Collaboration with business partners in the design, delivery and ongoing support of operational solutions, from a tax perspective, that improve the effectiveness of the branch network and/or improve the client experience. Sponsor and/promote the use of technology and/or automation in processes to drive efficiencies that can reduce costs and improve the client experience (e.g. automation, enhanced workflow, etc.)
  • Keep abreast of tax related issues, practices, changes and developments in the securities industry through review of publications, participation in industry associations and by maintaining industry contacts, reviewing regulatory policy and rule changes, employee development initiatives, etc
  • Develop and maintain partnerships with internal and external operations, technology, and business partners and industry peers in order to influence business decisions on regulatory and industry initiatives
  • In-depth knowledge of regulatory and related risk management requirements and best practices for
  • Tax reporting, CRA and IRS tax requirements in the wealth management industry
  • Deep knowledge of operational processes used in support of GWI businesses
  • Technical understanding of the Broadridge BPS system and Dataphile
  • Broad understanding of the different systems and technology used by Wealth Management firms
  • Technical knowledge of the policies, processes and procedures used within Wealth Management businesses (e.g. brokerage, trust, investment counsel, mutual funds and private banking)
  • An understanding of project management methodologies
  • Strong communication and collaborative work skills
  • Effective execution skills to ensure the successful delivery/implementation of processes and policies
  • Highly developed results orientation ensuring effective use of resources in meeting project timelines and budgets
  • Intuitive forward thinking in order to create and communicate/sell a strategic vision for the business unit
  • Effective execution skills to ensure the successful delivery/implementation of products/systems, processes, policies
  • Ability to balance and prioritize sometimes competing or conflicting goals of various departments/stakeholders (requires highly developed strategic influencing skills)

Support Operations, Client Services, SMB Resume Examples & Samples

  • Assess the needs of our customers and gather customer feedback to deliver exceptional service
  • Quantify analysis to prioritize recommendations for the most impact
  • Support a high-performing support program through understanding operational metrics and optimizing the customer experience
  • Partner with our vendor managers to recommend and develop training initiatives that will improve support agent readiness
  • Design and iterate workflows and operational plans for large-scale initiatives
  • Partner with other SMB and cross-functional teams to improve advertiser support

Partner Program Support Operations Manager Resume Examples & Samples

  • 2 or more years relevant experience in operations
  • Critical: Strong interpersonal skills and experience dealing with multiple stakeholders
  • 3-4 years experience
  • Experience as a senior member/process/lead role in a recognized service/operations organization is a big plus
  • Track record of excellence in operations
  • Exceptionally strong written communication, presentation, and public speaking skills
  • Design and building workflows and processes
  • Manage and optimize processes
  • Work with a wide range of global internal stakeholders to drive and better PPS' ability to execute its tasks
  • Building the knowledge management strategy and content
  • Ensure adherence to the high-quality standards required for a successful operations in the ever-changing dynamic environment

Support Operations Manager Resume Examples & Samples

  • Lead operations improvement initiatives through the disciplined use of measurements, accountability, analysis and discussion of alternatives in order to arrive at best practices
  • Review policies, procedures and technology implementations to identify enhancement opportunities to increase support effectiveness for our customers
  • Develop and manage partner programs that will help manage quality of service delivered by partners. Develop KPIs to measure the service quality. Develop business models partners can use to build profitable and sustainable businesses in Autodesk’s service delivery ecosystem
  • Work with closely with colleagues in Technical Support, Customer Service, Social Media/Community, Service Design to ensure clear understanding and alignment with broader Autodesk policies
  • Work closely with teams to understand business requirements, implement new processes, and contribute to ongoing process improvements
  • Manage programs/projects that have a distinct beginning and end. Develop and maintain detailed plan and schedule utilizing corporate standard PM software. Assist team members in planning, estimating, and controlling tasks. Ensure that interfaces are recognized and tasks are integrated. Perform critical path analysis and develop action plans to mitigate risk. Identify and implement alternative solutions
  • Effectively contract and communicate with stakeholders to ensure satisfaction with program management services and delivery. Work proactively to resolve critical issues. Develop strong client and stakeholder relationships and maintain effective communication channels. Define practices and processes for managing client and stakeholder expectations
  • Analyze operational, program metrics and trends to evaluate success. Anticipate potential issues and implement appropriate remedies
  • Monitor status to ensure completion within defined schedule, budget, and quality parameters. Prepare and distribute various reports and updates to various audiences, including executive management, functional management

Business Support Operations Specialist Resume Examples & Samples

  • Credit Line and Order management, Cash collection and Conditions monitoring
  • Ensuring accounts operate within approved guidelines and obtaining the appropriate level of management approval in exception situations
  • Keeping customers appraised of the financial health of their account and its ability to support current and future financing volumes
  • Able to communicate in English and German (both verbally and in written form) at a high level,
  • Proficient enough to be able to hold a phone conversation with our business partners and explain basic financial terms to them verbally

Trade Support Operations Manager Resume Examples & Samples

  • Coordinate and handle Trade Finance Operations across the full Trade Product processing suite for the Riyadh branch
  • Provide first line client support ensuring that all client service issues are dealt with promptly
  • Interact with the Sales team and potentially attend meetings with new and existing clients
  • Provide technical guidance on complex transactions
  • Investigate, analyze and resolve complex customer enquiries/ requirements to provide solutions in the operating environment
  • Perform first check of documents presented and second check, as appropriate
  • Oversee the trade accounts reconciliation process and take appropriate action on ageing items
  • Proficient knowledge of Microsoft Office - Word, Excel, PowerPoint
  • Fluency in Arabic & English (both written and spoken)
  • Minimum 5 years of Trade Finance experience together with up to date knowledge of current market practice, UCP 600, ISP 98, and regulatory issues
  • A strong team player alongside excellent verbal and written communication skills

Business Support Operations Specialist Resume Examples & Samples

  • Receive Supplier invoices/credit notes
  • Manage invoice errors/corrections/rejections
  • Daily monitoring of unapproved invoices
  • Inform and escalate to the management team situations requiring management action
  • Keep the Work Instructions up-to-date to reflect process changes

Director, Sales Support & Operations, GSO Resume Examples & Samples

  • Driving internalization of the Fiserv Way of Selling
  • Development and analysis of key sales metrics
  • Operates as the Sales Leaders’ “Chief of Staff” to address operational issues thus allowing the Sales Leader to devote much of their attention to opportunity management, sales associates and the businesses they support
  • Ensures the enhancement of sales related processes, programs and change management through direct and indirect team members/stakeholders
  • Manages large programs in areas including demand generation, deal governance, opportunity advancement and reporting and analysis
  • Creates and manages ad-hoc teams to best meet the needs of short term and medium term business priorities
  • Understands and supports executive decision support function. Advises Sales Leadership on operational impact of alternatives, and is often responsible for crafting execution plan and/or leading execution
  • Drive alignment between the efforts of Sales organization and those of the businesses we support
  • Acts as channel for cascading information into the business unit as well for outbound communication
  • Five years of experience in a Sales Enablement, Sales Support or Sales Operations role in a large, multi-divisional organization strongly desired
  • Experience in a quota carrying role desired
  • Experience in successfully developing and leading high performance teams
  • Experience in developing and leading ad-hoc teams without direct lines of reporting
  • Demonstrated comfort working in a cross-functional, matrix-oriented environment
  • Experience indicating an understanding of the sales process and the support needs of a sales organization
  • Experience indicating an ability to understand and effectively communicate with multiple functional groups
  • Demonstrated understanding of key sales performance metrics and processes (pipeline, forecasting, demand generation, etc.)
  • Exceptional time management abilities
  • Ability to distill loosely defined problems, identify potential approaches and execute solutions
  • Confident and highly communicative, with excellent business insight and a willingness to challenge others or propose changes
  • Strong program/project management skills

ERP Support & Operations Director Resume Examples & Samples

  • Plan and oversee the day-to-day running of workstream/team and delivery of milestones on time
  • Ensure best practise management of the team, including regular feedback and effective and supportive people management
  • Build relationships and trust with key stakeholders to support program delivery and collaborative approaches where appropriate
  • Communicate in line with communications and program plans with team and wider stakeholders
  • Demonstrable experience of developing and delivering large scale Oracle EBS based service management solutions in an international business environment
  • Strong track record of leading the technology based elements of complex end to end business solution, to deliver program objectives
  • Strong experience with and understanding of all aspects of Service Management within ITIL framework
  • Outsourcing / captive support model experience, especially far shore low cost locations
  • Able to actively promote and represent the core deliverables of the program
  • Strong engagement and executive presence
  • Ability to generate respect and trust from staff and external constituencies
  • Excellent customer service ethic
  • Able to work under pressure to meet deadlines. Good organisational, planning & time management skills
  • Excellent project management, planning and organisational skills
  • A track record of building, maintaining and managing strong relationships within an international business and across many different stakeholder groups
  • Excellent communication skills and understanding of how information should be presented to get across important issues to different groups of stakeholders
  • Demonstrates the ability to effectively assess and resolve complex issues and problems
  • Demonstrable experience of managing program status, actions, risks and issues
  • Track record of effectively delivering large scale programs through a team
  • 1 or more language other than English

Watson Health Support / Operations Engineer Resume Examples & Samples

  • Providing Word Class Support by performing problem analysis, evaluation, recreation, and resolution of client reported problems
  • Knowledge in Cloud software deployment in a Software as a Service (SaaS) environment
  • Readiness to travel 10% travel annually
  • Knowledge of DB2 (administering and configuring)

Customer Support Operations Program Specialist Resume Examples & Samples

  • Define, implement and manage communication to all key stakeholders
  • Provides service quality & training program management
  • Provides insight and helps to drive key initiatives (tracks status, performance, project management, reporting)
  • Partner with Customer Support Management, Training, and operations support teams to streamlines cross-functional processes
  • Conduct data analysis to gain insights into business trends and provide recommendations to our Service Quality program as well as other operational programs
  • Review and analyze various service quality SR ‘s with a high degree of detail in order to identify discrepancies and perform corrections and revisions
  • Liaise closely with Customer Support Leaders to design and develop further service quality improvements and continuous improvement programs
  • Assist with internal employee programs plans and ensuring deliverables are outlined correctly by program owners, working with and report to the customer support operations program manager with regular updates
  • Prepare, distribute and submit running reports, populating worksheets, performing calculations for global business operations and business readiness to manager and director level
  • Maintain the accuracy and integrity of the business support model and data
  • A minimum of 4+ years of experience in business services (customer support, supervisor/management/project management roles)
  • Strong analytical and reporting skills with the ability to analyse and summarize reports for management & director
  • Expertise with MS Excel and PowerPoint capabilities and related data manipulation is must. Exposure to project management tools such as Microsoft Project is a plus but not a requirement
  • Prior experience with operations and process improvement methodologies such as lean six sigma is highly desirable
  • Quick learner with a passion for learning new technology
  • Can Work flexible schedules, which may include evenings, weekends or holidays, if required
  • Ability to maintain a positive attitude in a fast paced work environment

Electronic Banking & Customer Support Operations Analyst Resume Examples & Samples

  • Addressing customer queries, both in writing and over the telephone, in a professional and timely manner
  • Partnering with clients to ensure they are happy with the service provided and if there are any issues ensuring that they are escalated and resolved in a timely manner to the client’s satisfaction
  • Monitoring risk and ensuring escalation to management where required
  • Supporting the team in meeting and exceeding key performance indicators, which are set by the business
  • Supporting knowledge sharing and alignment across the team and the wider department
  • Providing ad-hoc support to supervisors and team’s as required

Support / Operations Assistant Resume Examples & Samples

  • Provide support to sales and admin tasks such as
  • Diploma or a basic degree​.​
  • 3-5 years of admin work experience preferably in the media or related ​/services ​industry​.​
  • Experience dealing directly with customers at an executive level​.​
  • ​Superior knowledge of ​common IT ​platforms such as MS Office (Word, Excel, Powe​r​point)​, ​Google​ Drive/Google​ documents​. Confident with data base systems and data entry
  • Fluency in English​, written and spoken.​
  • Ability to interact and build a good rapport with clients and internal management of various levels of seniority​.​

Support Operations Analyst Resume Examples & Samples

  • Analyze trends and provide input on improving call center metrics including service levels, abandon rates, adherence, forecast vs actual, average handle times and occupancy
  • Work with our 3rd party partners to oversee workforce management, ensuring our call centers operates in the most efficient manner possible by providing schedules that meet staffing needs and monitoring call center metrics to meet service level goals
  • Develop, prepare and distribute reports using internal reporting via SQL, Workforce Management, and Interactive Intelligence reporting suite
  • Report on other aspects of our service organization including our online business community forum and social media channels
  • Maintain system infrastructure for inbound inquiry routing
  • Troubleshooting: identify, diagnose and resolve periodic system issues

Sales Support & Operations Coordinator Amsterdam Resume Examples & Samples

  • 2-3 years of prior retail experience in retail operations with comprehensive knowledge of merchandising, customer service, admnistration and shipping
  • Analytical skills preferred
  • Ability to work retail store hours as necessary, including nights, weekends and holidays
  • Ability to manage project works and to meet deadlines

Business Support Operations Professional Resume Examples & Samples

  • Communicate with Sales Representative in Italy
  • Receiving and handling Supplier invoices
  • Ensuring billing to customer correctness and managing customer billing errors/ corrections/ rejections
  • Managing contract aftercare, customer disputes
  • Asset Management in a finance portfolio system
  • Supporting Accounting request (Accruals, Reconciliations) and any other internal department request
  • Meeting measurement targets and ensure controls
  • Answering audit and internal business compliance queries
  • Supporting the team during month end, quarter end and year end closing activities
  • MS Office knowledge
  • Good tracking skills
  • Self-directed person
  • 2 years experience in contract management
  • Deep knowledge of Excel and Word
  • Innovative, think out of the box approach

Business Support Operations Specialist Resume Examples & Samples

  • Daily monitoring of the Department's Bank Accounts
  • Posting Dealer payments to Department's portfolio system
  • Apply unpaid Direct Debits
  • Monitor and allocate unallocated funds
  • Raise refund requests/payments out to Business Partners or other IBM departments
  • Perform Daily and Monthly Cash reconciliations
  • Support accounting ledger reconciliations
  • Keep daily contact with Account Specialists and Business Partners
  • Good analytical, numerical and problem solving skills
  • High level of proactiveness and initiative with potential to innovate

Business Support Operations Specialist Resume Examples & Samples

  • Daily monitoring of IGF Bank Accounts
  • Posting Dealer payments to IGF's portfolio system
  • Italian language knowledge: Basic, communication level

Business Support Operations Specialist Resume Examples & Samples

  • Able to communicate in Spanish and English
  • Spanish: fluent
  • Basic knowledge in Financial concepts
  • At least 6 months experience in Customer facing / Customer contact

Deskside Support Operations Manager Resume Examples & Samples

  • Manage resource utilization requirements
  • Manage escalation issues
  • Manage deskside relationship with IBM for US/Canada
  • Manage deskside leads in US/Canada, Brazil, and Mexico/Latin America
  • Oversee Deskside support services in the following –
  • Have 7 to 10 years of experience working in a corporate business office
  • Bachelor degree in Business or Computer Science
  • Demonstrate problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources or IT Vendor provided role
  • Strong client communication skills – will need to be able support executives through general end-users
  • A technical knowledge of the supported platform is required as well as a working knowledge of the hardware
  • Demonstrated ability with interpretation of IT terminology
  • Demonstrated ability with process improvements
  • Must be able to manage multi-level end user environment
  • A good candidate will also have
  • Experience in managing multiple projects with conflicting priorities
  • Experience with overcoming difficulties and delivering results
  • Core Competencies

Support Operations Engineer Resume Examples & Samples

  • Build tools that gather data from multiple sources to look for trends, identify problems, and increase efficiency of support teams
  • Identify opportunities for and creates workflow automation for IT teams that provide measurable efficiency
  • Provide service owners and teams data driven insights into how their IT service quality and effectiveness is impacting people at FB
  • Provide client-side project support during deployments & launches (as required)
  • On-board and transfer new support responsibilities into Global Help Desk/Field IT
  • Key stakeholder regarding IT Fleet Management data for Laptop & Mobile devices

Electronic Banking Level & Customer Support Operations Analyst Resume Examples & Samples

  • Monitoring workflow to ensure timely turnaround on client queries
  • Partnering with Clients to ensure they are happy with the service provided, and if any issues ensure that they are escalated and resolved in a timely manner to the Client’s satisfaction
  • Monitoring risk and ensuring escalation to management
  • Offering innovative solutions to problems and persisting in resolving them
  • Supporting the team in meeting and exceeding Key Performance Indicators (KPI) metrics as set by the business
  • Supporting knowledge sharing and alignment across the Team and the wider Department
  • Proactively identifying improvement opportunities
  • Providing ad-hoc support to Supervisors and the Team as required
  • Working on a rotating shift pattern, in line with the United States from 13:00 to 01:00
  • Strong customer service skills with a strong focus on client service excellence
  • A strong awareness and appreciation of risk and regulatory issues
  • Problem solving experience, with a track record of following through on issues to a satisfactory resolution
  • Self-motivated, proactive and in possession of an ability to use your own initiative
  • Flexibility and adaptability
  • A strong background in a technical support environment
  • A strong background in a customer service environment within a banking role

Business Support Operations Specialist Resume Examples & Samples

  • Dutch: Fluent
  • High level of proactiveness and initiative with potential to innovate. Ability to work towards and achieve targets and deadlines
  • Economics or Finance background ideal

Business Support Operations Specialist Resume Examples & Samples

  • Answering e-mails to internal and external clients. TaskID should be responded within 24 hours
  • Daily use of internal systems and tools
  • Keep daily contact with Account Managers, Country Offices, other departments of IGF and IBM
  • Develop and maintain a positive and supportive relationship with the IGF team in the local office. Actively communicate with team members, local office, Customers, BPs and other colleagues. Ensure a positive atmosphere, be available and responsive for requests to contribute to high customer satisfaction and business growth

Manager, Sales Support Operations Resume Examples & Samples

  • Deploy and inspect demand generation initiatives and adjust to fit Operation as required (product launches, customer events, MARCOM, sales blitzes, contests, etc.)
  • Aggregate and track results of customer engagement activities throughout the year. Guide Operation as to managing associated budgets and ROI analysis
  • Utilize internal and external resources to assist the Operation to recruit, interview, hire and train new hire sales personnel
  • Implementation of coverage strategy and configuration and quota development and deployment for the Operation
  • Develop and implement gap closing initiatives based on analysis of customer experience and sales reporting metrics
  • Support implementation of sales force productivity initiatives
  • Support Operation reviews, program deployment, President’s Club, etc
  • Serve as lead to leverage the investment in the Xerox demo rooms. (to include, working with the Program Office and regions on equipment and software ordering, customer events, sales trainings, tracking and utilization)

Director of Business Intelligence Support & Operations Resume Examples & Samples

  • Monitor production BI jobs, restart them when required, conduct root cause analysis for production failures and escalate to the appropriate team(s) for resolution
  • Collect, monitor and publish key operational metrics such as data freshness SLAs, planned and unplanned downtime, and production deployment statistics
  • Communicate system anomalies affecting BI users in a timely manner, with regular updates until the problem is resolved
  • Implement repeatable and reliable change management and production deployment process for new features, with appropriate tracking and provisions for rolling back problematic deployments. Manage and communicate deployment calendar, adhering to Charter policies and blackout periods
  • Resolve data defects identified and prioritized by Data Integrity Management group
  • Implement system modifications and data patches resulting from Billing System Events, in close coordination with Billing Operations team
  • Implement minor functional and technical enhancements (under 2 weeks)
  • Ensure collaboration between onshore and offshore teams. Establish efficient handoff processes operating across geographies and time zones
  • Manage budget and negotiate Statements of Work with chosen external service providers supplying staffing resources to the group. Monitor suppliers performance and adherence to the contractual terms and SLAs. Establish procedures to efficiently onboard new staff
  • Foster the culture of collaboration and cooperation between employees and contractors within the group, and between the BI Support and Operations group and the broader BI organization
  • Develop and enhance a brand for the Business Intelligence Support and Operations group that is trusted throughout the Charter organization
  • Drive innovation by evaluating and implementing deployment automation tools, enabling Charter BI organization to adopt DevOps practices
  • Present regular status updates upward on the SLA adherence, planned and unplanned downtime, production issues, defect resultion, recent accomplishments, upcoming milestones and risks/dependencies
  • Expertise in leading a production operation function in large-scale data warehouse and business intelligence environments
  • Familiarity with software configuration management tools such as Subversion and/or Git
  • Familiarity with Agile development methodologies such as Scrum, Kanban and SAFe
  • Strong collaboration and communication skills (both written and verbal)
  • Excellent leadership skills, including proven ability to lead mixed teams consisting of employees, onshore and offshore contractors
  • Experience managing budgets, contracts and relationships with external service providers
  • Ability to succeed in an ambiguous and unstructured environment
  • Ability to effectively prioritize and assign work to team members in the face of multiple demands
  • Cable industry experience
  • Experience implementing deployment automation in data warehousing / BI environments
  • Experience implementing DevOps processes and practices

Electronic Banking Level & Customer Support Operations Analyst Resume Examples & Samples

  • Partnering with clients to ensure they are happy with the service provided, and if there are any issues ensuring that they are escalated and resolved in a timely manner to the client’s satisfaction
  • Risk monitoring ensuring escalation to management
  • Taking active participation in regular operational calls with Client Management, Sales and Product teams
  • Dealing with ad-hoc queries
  • An appreciation of customer focus and quality service
  • An appreciation of cost and risk issues
  • A Comprehensive understanding of Society for Worldwide Interbank Financial Telecommunications (SWIFT)

Client Support & Operations Specialist Resume Examples & Samples

  • Opens and terminates accounts; includes pre-populating outgoing new account paperwork for client signature, setting up accounts in systems, funding and transfers
  • Drafts, prepares and sends documentation to clients for ad-hoc and systematic money movements. Monitors systematic distributions to ensure sufficient cash is available in client accounts and works directly with the sales support team on generating trades, where applicable
  • Handles account maintenance; involves direct communication with clients and custodians on changes (beneficiary, account access rights, address, letters of instruction, restrictions, etc.)
  • Provides exceptional service to clients by answering incoming client calls and assisting with general inquiries. Ensures all callers are greeted in a professional and courteous manner
  • Follows documented scanning procedures and ensures that client account documents are scanned and saved
  • Performs back up daily and monthly position and cash reconciliation; ensures trade and cash flow activity is properly reflected and resolves cash discrepancies
  • Maintains current and detailed desk procedures; makes recommendations for process improvements in order to create efficiencies
  • Maintains a good understanding of the Calamos Wealth Management business and financial terminology
  • Bachelor’s degree in business, finance or other related discipline
  • 3 - 5 years of experience in an applicable role required
  • Proficiency in computer applications required including Microsoft Office and Windows based applications
  • Good aptitude with numbers

Business Support Operations Analyst Resume Examples & Samples

  • Write test scripts
  • Test new requirements, Technology Requirements Forms (TRFs) and System Corrections to ensure the code changes affecting the application(s) comply with the business requirements
  • Perform regression testing to ensure that the new Technology codes do not impact day-to-day business operations processes
  • Participate in/perform implementation/post-implementation tasks and checks
  • Execute client/sub testing of messaging to ensure formatting and STP upon management request
  • Communicate with Technology to get update on developments and to resolve testing issues
  • Provide progress update on the testing results to Senior Operations Analysts, Business Analysts and/or Management
  • Perform STP analysis as assigned by Team Leader/Manager and provide results to Management and client services

Senior Sales Support Operations Analyst Resume Examples & Samples

  • 5+ years’ experience in Sales Operation function in a global high technology company
  • Demonstrated history of customer service skills in managing issues, managing expectations, and influencing outcomes
  • Problem solving - the ability to solve complex problems
  • A strong sense of urgency and ability to work in a fast paced environment and sound business judgment
  • Exceptional communication skills including ability to communicate new concepts when interfacing with business and Sales leaders, while maintaining their respect and confidence
  • Demonstrates a structured, planned and proactive approach and effectively manages many priorities across the organization and adjusts as priorities change
  • Experience ensuring compliance with corporate policies and procedures
  • Experience with Siebel CRM and advanced MS Office skills (Outlook and Excel)
  • A strong sense of urgency and ability to work in a fast paced environment
  • High integrity and outstanding references
  • Understanding and knowledge of sales processes, forecasting and pipeline management and reporting
  • Prepared to travel occasionally

Master Sales Support Operations Analyst Resume Examples & Samples

  • Support the District Sales Manager by acting as the district liaison for internal administrative and operational functions related to Finance, Legal, IT Services, Logistics, Sales Automation, GSS, and Marketing. Perform the role of district liaison for interaction with non-district organizations and HDS partners, and advise the District Manager on specific requirements and issues that affect the district's ability to operate successfully
  • Sales Forecasts: direct and coordinate district activities related to forecasts including gathering and updating sales information necessary to build and maintain accurate monthly forecasts in Siebel/ Interact directly with sales and finance to prepare accurate forecasts, and assist/prepare sales manager for delivery of forecast and recon activities
  • P&L Management: monitor district business functions and work with Finance to ensure the district operates efficiently and effectively while staying within budgetary limits and driving revenue generation. Proactively keep district manager updated and involved in resolving issues. Review financial targets, sales activity information, and other sales operations reports to measure productivity and goal achievement, and make recommendations to the district sales manager to implement actions to ensure the district operates as efficiently and effectively as possible. Develop and provide reports as necessary to supplement the reporting done by other organizations
  • Deal Structuring: assist District Manager and sales teams with deal structuring including Siebel/ expertise and pricing approval at the district level as directed by the District Manager
  • Territory, Account, and Opportunity Planning: assist the District Manager in ensuring the account team understand and comply with current territory, account, and opportunity planning processes and procedures. Assist account teams as necessary in developing sound territory, account, and opportunity plans
  • Customer Satisfaction: work with district management, sales teams, and district finance to monitor and resolve all customer related operational activities and tasks to ensure the district maintains a high level of customer satisfaction
  • Support District, Division, and Corporate efforts aimed at improving our revenues, profitability, and efficiency
  • Assist the SCM in liaising between district, GSS, Product Management, and other product related functions for HDS internal activities that are not customer related. Assist with solution sales announcements and training duties, and all operational tasks related to interaction between GSS/PM and the district teams
  • Responsible for implementing product marketing strategies and sales promotions including activities such as customer events, sales programs, and sales campaigns
  • Customer Calling: Represent and call on customers as required in support to the district sales effort
  • Maintains a close working relationship with DM, district Finance, and sales colleagues
  • Assumes role of DM in specific operational or internal facing district situations
  • Maintains a professional image at all times
  • Minimum of five (5) years experience directly related to IT systems and data storage issues. Should have a thorough knowledge of storage industry and customer requirements related to storage, and prior knowledge and experience with HDS storage products and solutions a plus
  • Must have strong operations background in dealing with P&L concepts, financial tools and concepts, deal structuring, and price approval processes; strong background with Matrix a plus
  • Strategic account planning experience with a history of proactive creating and ongoing management of detailed account plans
  • Must have experience and strong skills in coordinating activities and resolving issues between different teams and organizations, with a proven track record demonstrating district level operations skills
  • Demonstrated ability to foster communication within a district, while promoting independent activities and parallel efforts
  • A bachelor's degree in Computer Science, Finance or related field is strongly preferred
  • Should possess excellent communication, interpersonal and public speaking skills
  • Willingness and ability to travel 30-50% of the time
  • Maintain a professional appearance and has strong leadership skills
  • Works independently with minimum supervision or guidance from DM
  • Controls expenses in line with AOP and P&L statements
  • Inappropriate decisions or mistakes may have a significant impact on the company
  • Some travel for business purposes is required

Assistant Advertising Support Operations Manager Resume Examples & Samples

  • Verify and produce on air logs and ensure that they contain correct program information and commercial content
  • Lead and effectively direct all advertising duties to maximize inventory and revenue potential
  • Provide assistance as needed for all processes as it relates to program formats, programming, reports for sales and other groups within established time parameters
  • Check reports for future broadcast logs and communicate inventory availability or programming conflicts to station
  • Oversee team of 2-5 Inventory Specialists

Regional Advertising Support Operations Manager Resume Examples & Samples

  • Oversee growing team of approximately 8-12 people
  • Develop and grow staff through training and strong leadership
  • Ensure team members have individual performance plans

Claims Support Operations Associate Resume Examples & Samples

  • Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met
  • Retrieves, prints and faxes, or mails supporting documentation to vendors or others as directed
  • Processes, sorts, indexes and routes incoming and outgoing communications related to claim operations
  • Collects, organizes and maintains standard information for files, forms, records and reports
  • Receives, screens and routes telephone calls and other electronic correspondence
  • Provides back-up for any support function in the office
  • High School Diploma or equivalent with previous experience in either customer service and/or a professional work environment
  • Knowledge of Excel and Word
  • Performs routine tasks of basic complexity under general supervision
  • Fluency in Spanish and English is especially desirable

Technology Support Operations Resume Examples & Samples

  • The primary purpose is to diagnose, prioritize, troubleshoot and resolve incidents and change request
  • Identify and escalate tickets requiring urgent attention and action
  • Log all contacts and document all the activities and results accurately and completely within the incident management tool
  • Awareness of basic networking concepts, Linux, etc
  • Proven Communications Skills / soft skills
  • Knowledge on ITIL Framework and Terminolgies
  • Route/Assign tickets to the appropriate support group, if necessary
  • Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner

Technology Support Operations Resume Examples & Samples

  • The primary purpose is to diagnose, prioritize, troubleshoot and resolve incidents and incidents reported by the users via telephone, chat, email or walk-ins
  • Dealing with and resolving helpdesk requests e.g. Outlook issues, Operating system issues, printer, Standard softwares, and Antivirus
  • Knowledge on MSDN accounts, WebEx account & Software Assignment
  • Adhere to established Service Levels Agreements and ensure to followup on the ticket in a timely manner
  • Knowledge on Software Center Configuration Manager, Software center & RSA

Technology Support Operations Resume Examples & Samples

  • Good knowledge in Linux, OS troubleshooting, Services like mail, http, ftp, ssh, dns, etc
  • Good MySQL knowledge
  • Programming concept & scripting ability
  • Experience providing application support in Linux/Unix environment
  • Experience in MySQL database
  • Should be well versed with change and incident management skills
  • Well versed in Shell and Perl Scripting
  • Experience in an ITIL support team
  • Open to work 24 * 7 environment

Technology Support Operations Resume Examples & Samples

  • Lead a shift in a 24/7 operations environment
  • Provide technical guidance to the team
  • Drive incident management process
  • Own/drive team productivity and workload management
  • Major incident handling including running bridge calls, sending notifications while the incident to resolution
  • Ability to work in multi-team, multi-geo environment
  • Good stakeholder management and people management

Senior Support Operations Analyst Resume Examples & Samples

  • Act as domain expert and point of contact for internal stakeholders and vendor partners in various key work streams
  • Create and interpret reports and dashboards to monitor and investigate operational trends
  • Deliver trainings on various policies and workflows to large teams
  • Drive project initiatives to find new and innovative ways to consistently improve operations
  • Prioritize appropriately to deliver high quality results in a fast-changing and dynamic global operations environment
  • Report issues with internal tools to engineering teams and scope out new tooling requests
  • Manage communication with vendors, including answering questions, providing support and working collaboratively on scaling solutions
  • Resolve high-profile escalations and turn around any incidents or negative trends in operational work
  • Help define quality review guidelines and perform quality reviews as needed
  • Review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images
  • BA/BS degree or local equivalent; advanced degree a plus
  • Minimum of 4 years experience in a senior customer support role, OR 3 years experience in project management, quality assurance or relationship management in fast-paced online environment
  • Experience driving large cross-functional projects across different timezones; familiarity with project planning methodology (Scrum, Kanban) a plus
  • Strong analytical skills, metrics driven and experience in business/data analytics
  • Excellent written and verbal communication skills, organizational skills, and highly developed interpersonal skills
  • Flexibility; open to changing priorities and managing multiple tasks simultaneously within compressed timeframes
  • Ability to solve problems creatively and proactively
  • Experience working with Service Cloud, JIRA, Tableau, or similar software
  • Active, passionate Twitter user with strong interest in social media
  • Experience with vendor relationship management and the BPO industry
  • Experience in managing a global quality assurance program
  • Experience in handling copyright complaints
  • Proficiency in one or more non-English languages

Director of Technical Support & Operations Resume Examples & Samples

  • Direct supervision of a staff of Service Managers and Service Level Owners who will assist the Director in carrying out a variety of responsibilities
  • Ensure availability of applications as defined by business need via formal SLAs and OLAs
  • Manage a budget of $5M to $10M including planning, forecasting, monitoring and holding Service Managers accountable for their share of the budget
  • Manage application and database changes to fix problems or to restore services while ensuring changes are adequately tested to avoid potential impact to up - stream or down - stream applications. In the event of known impact, coordinate with other Service leads as necessary
  • Ensure that applications are performing in a way that maximizes business productivity, i.e. they meet on - line response time service levels, batch reports are delivered as required by the business and files are received and sent according to business - defined criteria
  • Ensure that adequate capacity is available to support the needs of the business on an on - going basis
  • Monitor and report on critical processes on a daily basis to ensure successful completion
  • Manage application - level testing and support for changes in other infrastructure areas (e.g. operating system upgrades, hardware changes, security upgrades, etc.)
  • Develop and administer a process for formal transition of support and operational activities into the production support environment including execution of a formal checklist, knowledge transfers and obtaining required signoffs
  • Sponsor, implement and manage process and productivity improvement programs. Continuous improvement, automation and stability are at the core of all improvement programs
  • Manage the formal data collection and reporting on all application - related service levels and periodic reviews with customers and vendors
  • 10+ years of broad based IT experience in a large enterprise environment
  • 10+ years of experience with the Software Development Life Cycle (SDLC)
  • 5+ years of HR management experience with experience managing middle managers and globally distributed teams
  • 2+ years of application maintenance experience with internal and external stakeholders
  • Bachelor’s Degree in applicable area of expertise or equivalent experience
  • Healthcare industry experience
  • Enterprise Application Integration (EAI) experience
  • Claims processing experience
  • Experience working in a DevOps culture
  • Demonstrated strategic leadership of technical solutions and delivering IT solutions that meet business needs
  • Demonstrated success managing and ensuring compliance with IT Structures / Processes / Technologies
  • Strong written and verbal communication skills with ability to communicate effectively at all levels

Business Support Operations Specialist UKI Resume Examples & Samples

  • Daily management of an account portfolio which is comprised of inventory and/or accounts receivable financing customers
  • Developing and maintaining strong working relationships with numerous customer contacts at various levels of the organization and serving as a focal point for customer inquiries, requests, and complaints
  • Being responsible for territory risk management and customer satisfaction attainment and ensures all customer communications are documented in an accurate and timely manner
  • Able to communicate in English
  • Able to hold a phone conversation with our business partners and explain basic financial terms to them verbally
  • Good analytical and problem solving skills
  • At least 6 months experience in Customer facing/ Customer contact

Support Operations Resume Examples & Samples

  • Nivel Terciario o Universitario de carreras preferentemente Tecnicas o de Sistemas -
  • Conocimiento de OS Windows / IOS Mac / Linux / Conocimiento Tecnico de Hardware
  • Herramientas Micosoft Office (Excel Avanzado - Power Point)

Manager, Support Operations Resume Examples & Samples

  • Managing and coordinating the technical skills and providing day-to-day work directions within the Technical Support Centre to ensure high quality service delivery
  • Supporting the organisation’s security policy, with particular emphasis on the protection of sensitive customer information
  • Working closely with technical staff to enhance overall performance. Analysing performance, highlighting problem areas, implementing projects for improvements
  • Employing extensive systems knowledge to developing technical processes to aid performance and efficiency within the Technical Support Centre
  • Monitoring maintenance, use and repair performance against set targets
  • Undertaking regular meetings, training and counselling sessions for all direct reports, soliciting feedback from support units on operations and requirements
  • Contributing to team meetings, offering suggestions and ideas to underpin key purpose statement
  • Responsibility for developing and maintaining positive relationships with customers (management and staff) and ensuring high level of satisfaction with technical support services
  • Taking responsibility for multi-shift staff within multiple states
  • Working with Consultant/Services group to ensure proper handover to Support
  • Responsible for annual reviews, goals and development plans of technical support direct reports
  • Provide standby, public holidays cover and after hour service as needed to meet business requirements
  • A strong Customer Service Management track record with at least 5 years’ experience in a similar role, ideally from an Enterprise Support Centre background, with demonstrated management techniques and technical support process methodologies
  • Staff management and development experience including performance and incentive planning, people management, leading, motivating and supporting a team
  • Case management skills including ongoing and proactive workforce planning based on call volumes, staff outages, escalations etc
  • Exceptional communication skills, verbal and written with a strong attention to detail
  • Ability to diagnose or understand customer’s technical problems/requirements and devise a suitable technical solution
  • Proven ability to understand and drive customer satisfaction key motivators
  • Demonstrated ability to interface directly with customers on a wide range of technical and operational issues
  • High level of competency within a Windows Operating and Application environment
  • Operational statistical analytical ability using applications such as Excel etc
  • Related IT degree/ related field preferred or minimum 5 years work experience in like field

Senior IT Support Operations & Data Center Engineer Resume Examples & Samples

  • Provide third-line support of office infrastructure for end-user support teams
  • Offer hands-and-feet support of office infrastructure for other IT teams
  • Communicate with vendors and other IT teams for problem resolution
  • Coordinate and troubleshoot third-line issues in the server room, physical network, video conferencing, and printing
  • Help with hardware procurement related to office IT bailouts for moves and expansions, as well as ongoing maintenance of office infrastructure
  • Serve as a key technical engineering resource for all office projects, including new offices, moves, expansion, refits, and integrations of offices of acquired businesses
  • Provide day-to-day operational support of our Brazil data center, including rack and stack, physical troubleshooting, and general support
  • Be the key contact for the data center account manager on day-to-day operations
  • 3+ years experience in IT industry with either a Linux background or multi-platform background including Linux, Mac, and Windows
  • Specific, relevant experience beyond general IT support
  • Excellent communication skills with technical and non-technical audiences
  • Project leadership experience is a plus
  • Ability to work on your own on a daily basis while following strategy and referring to leadership when appropriate to solve problems
  • Fluent verbal and written English skills; intermediate Spanish skills are a major plus

Technology Support Operations Resume Examples & Samples

  • Serve as the helpdesk’s first level of response; provides technical support via email, in-person, or over the phone
  • Uses the breadth & depth of technical knowledge to solve complex problems
  • Prioritize incident tickets and document all pertinent end user identification information
  • Perform hands-on fixes at the desktop level, including installing and upgrading software; Installing hardware, printer management, hard drive imaging, configuring systems and applications
  • Support users experiencing difficulties with audio/video carts, or network connectivity – escalating issues when required
  • Assists the department of Information Technology with the day-to-day functions, including but not limited to: general inspections, computer and mobile device maintenance, configuration, installation, deployment, and repair
  • Significant experience in hardware, software, and network troubleshooting in a Windows/Mac environment preferred; A+ certification a plus
  • Proficiency in Mac or Windows operating systems and PC hardware, printers, scanners, and other desktop peripherals; the Microsoft Office 2010 productivity suite (particularly Excel, Outlook, and Word), Microsoft Windows, and Mac OS X
  • Ability to work independently, on multiple concurrent projects and tasks, and in a fast-paced environment
  • Good oral and written communication skills; strong customer service and problem solving skills
  • Ability to work in 24/7 shift environment

Futures & OTC Support Operations Resume Examples & Samples

  • Make History: Be part of the launch and success of this strategic utility business
  • Play a key role in the evolution of the utility: Innovate and develop best practices for the entire industry
  • Gain recognition and build on your existing success: Become part of a highly respected team and revenue center
  • Apply your knowledge: Innovate and develop best practices for the entire industry
  • Bachelors Degree or equivalent industry experience
  • 0-3 years Capital Markets experience
  • Will hire recent college grads
  • Knowledge of CCP Exchange Portals
  • GMI knowledge
  • Intellimatch knowledge
  • Basic Accounting
  • Perform all tasks in line with Standard Operating Procedure docs (SOPs) within the internal or market deadlines
  • Escalate capacity concerns to management team to ensure tasks can be shared or delegated across the rest of the team
  • Monitor controls and checks associated with tasks in SOPs to ensure accuracy of data, escalate any issues and near misses to management, work to reduce risk at every opportunity
  • Work with management team to ensure that SLA breaches and/or performance issues are closed out in a timely fashion
  • Prioritize root cause analysis and implement fixes to prevent issues reoccurring
  • Strive to exceed agreed SLAs wherever possible and provide excellent level of support
  • Work to reduce risk at every opportunity by adhering to risk and control policies, highlighting control gaps, escalate risks and suggesting improvements to processes
  • Work closely with retained teams, especially client service to ensure the speedy resolution of issues and queries
  • Maintain and monitor a query/workload tracker close out tasks or issues within agreed framework escalating where necessary
  • Play a key role in shaping requirements
  • Maintain a keen interest in the current Industry landscape

Senior Sales Support / Operations Analyst Resume Examples & Samples

  • Financial analysis and modeling including pipeline, sales cycle and deal metrics
  • Interacting with Sales Operations Executive and other Sales personnel
  • Report creation and analysis
  • Go-to-market Sales Enablement

Technical Support Operations Resume Examples & Samples

  • Diagnose, prioritize, troubleshoot and resolve incidents; route/assign tickets if necessary
  • Log all contacts and document all the activities and results within the incident management tool
  • Resolve helpdesk requests e.g. Outlook issues, Operating system issues, printer, Standard software, and Antivirus
  • Adhere to established Service Levels Agreements and follow-up on the ticket in a timely manner
  • Rapid troubleshooting of hardware and software issue escalations
  • Root cause analysis in problem solving
  • Generate and process trouble tickets and participate in the Change Management process
  • Assist with process development and improvement to include technical documentation
  • 3 years Diploma or university degree in Computer Science
  • Proven track record in hardware, software, and network troubleshooting in a Windows/Mac environment preferred; A+ certification a plus
  • Proficiency in Mac or Windows O/S and PC hardware, printers, scanners, and other desktop peripherals; the Microsoft Office 2010 productivity suite, Microsoft Windows, and Mac OS X
  • Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies
  • Knowledge on ITIL Framework and Terminologies

Senior Sales Support Operations Representative Resume Examples & Samples

  • May coordinate others activities
  • HS diploma/GED required
  • 3+ years of computer experience
  • 3+ years of Analytical experience
  • 1+ years of Excel experience intermediate level
  • 1+ years of Outlook experience intermediate level
  • Health and life insurance
  • Knowledge of medicare and medicaid in Hawaii
  • Working in a fast paced environment and ability to multitask while remaining on track with projects
  • Able to prioritize time effectively
  • Able to make quick decision without direct supervision on occasion

Manager, Enterprise Support Operations Resume Examples & Samples

  • Supervise staff, including: establishing and communicating performance expectations, providing positive and constructive feedback, determining training and development needs and conducting on-the-job training. Conduct Individual Development Reviews. Make hiring, discipline and/or termination decisions
  • Stays current on the latest technology. Maintain on-going education, both company-provided and personal, and networks with peers in the industry. Attends seminars, subscribes to publications relating to existing and planned systems, and evaluates new technology concepts and innovations
  • May work nights, weekends, holidays, and early/late hours to implement, upgrade or resolve critical system failures with minimal disruption to end-user services
  • 4-5 years IT Helpdesk/Desktop Management experience
  • 5 years hands-on technical experience in a PC LAN environment
  • Proactive, results oriented with excellent customer service skills
  • Superior communications, planning and organizational skills
  • Strong Knowledge of Microsoft products, OS and applications
  • Strong Knowledge of Networking Routers, Switches, VOIP, Firewalls etc
  • Experience running desktop operations in a large environment a plus
  • LI-AC

Seller Support Operations Manager Resume Examples & Samples

  • Degree Qualification in business or management desirable
  • Demonstrated ability in managing reporting and analysis
  • Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions
  • Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems
  • Advanced knowledge of Excel is required for this role
  • Strong presentation skills and the ability to motivate and inspire large groups of people are a must
  • Project Management experience preferred
  • Proven ability to make and implement decisions
  • Proven ability to build relationships quickly
  • 9-10+ years successful experience in Operations Management in a contact centre environment
  • Demonstrated ability in developing and implementing new strategies and procedures

Seller Support Operations Manager Resume Examples & Samples

  • Manages a team of up to 180 headcount consisting of team managers, supervisors, technical advisors and associates
  • Has an in depth aptitude to do root cause analysis, with focus on specific detail and triggers, and derive key tactical and strategic actions and solutions to improve seller/customer experience
  • Motivate employees to achieving the perfect seller interaction, service level agreements and targeted quality and productivity goals
  • Coach and develop associates, tech advisors, supervisors and managers on career paths for internal promotion and job enrichment opportunities
  • Identify system and process improvement opportunities which will directly influence the seller experience
  • Facilitate programmatic transition to operational “go live” status
  • Manage and coordinate change management initiatives
  • Implement communications strategy across the site
  • Participates in recruitment and selection activities including role modeling through hiring decisions and processes
  • Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentorship
  • Maintains a positive and professional demeanor always portraying the site and company in a positive light and effectively managing sensitive issues
  • Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures · Degree Qualification in business or management desirable
  • 3 - 5+ years successful experience in Operations Management in a contact centre environment
  • Experience in managing remote/virtual teams across different geographic locations/countries desirable

Oracledirect Support Operations Resume Examples & Samples

  • Proven leadership experience within a sales support environment
  • 3-5 years experience in supporting sales organizations
  • 3-5 years experience supporting and training on Oracle applications both to team and end users
  • Ability to work professionally and independently in a team environment
  • Ability to develop good rapport and build strong relationships with customers, team, and partners
  • Ability to articulate technical and theoretical concepts at all levels
  • Self-starter with excellent organizational, administrative and interpersonal skills
  • Strong problem solving/analytical/critical thinking skills
  • Ability to multi-task and work in fast paced environment
  • Experience in troubleshooting and critical incident management
  • Proven experience in effective project and task management
  • Experience supporting Windows O/S and Microsoft applications, Oracle Base Image applications
  • Extensive experience using and supporting current mobile technology solutions in a corporate environment (Apple products, Android, etc.)
  • Excellent oral & written, interpersonal, and communication skills
  • BS Degree or equivalent experience (5+ years of related experience in corporate computing environment)

Business Support Operations Specialist UK & Ireland Resume Examples & Samples

  • High level of pro-activeness and initiative with potential to innovate
  • Ability to work towards and achieve targets and deadlines
  • Experience in Economics or Financial field
  • Higher education degree in Economics or other relevant area

Support Operations Engineer Resume Examples & Samples

  • Build, maintain, extend and support Qlik Global Support platform and systems
  • Troubleshoot issues, disturbances and failures in platform and systems, and work with internal and external stakeholders to restore functionality
  • Work proactively to prevent failures and disturbances in platform and systems
  • Handle change requests from Support technicians and stakeholders, and investigate, suggest, test, implement and document them
  • Analyze business requirements and translate them into technical solutions like adapt to emerging technologies and necessary changes in solutions
  • Training and education of internal team members in using platform and systems
  • Server virtualization – VMWare, Hyper-V or similar technologies
  • Private, hybrid and public cloud technologies – VMWare, Azure, AWS or similar vendors
  • Microsoft Windows Server installation, maintenance and hosting
  • Installing and configuring 3rd party software stacks and technologies
  • Scripting technologies
  • Understanding of n-tier architecture
  • Customer centric support skills
  • Computer networking and routing skills

Project Support Operations Coordinator Resume Examples & Samples

  • Progress Reporting – Understands methods and techniques for reporting progress and financial conformance against an agreed plan
  • Programme Management – Knows the principles, methods, techniques and tools for the effective management of a programme of projects and related activities through to the successful achievement of planned business benefits
  • Presentation Technique - Has Methods and techniques for delivering effective presentations
  • Corporate, Industry and Professional Standards – Is aware of the specific standards associated with the IT practitioner's current role. Examples: health and safety standards, departmental programming and accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes,

Senior Analyst, Global Support Operations Resume Examples & Samples

  • Own and run the Salesforce Product End of Life program, engage with Product Management on each EOL, understand impact to and alternatives for customers, gain exec approval, manage communication and provide customer feedback to Product teams
  • Further develop the EOL program through automation, improved reporting, greater accountability with sales and improved engagement with Product teams
  • Expand EOL program to other areas of the business notably Marketing Cloud
  • Manage Org Migration program, moving customer orgs (akin to Accounts) from one instance to another
  • Project management for customer org migrations including reviewing requests, scheduling and execution. Work closely with AEs, CSMs, Support and Product teams to successfully execute migrations
  • Run reports and manipulate date to solve business problems and to measure success for various programs and projects
  • Manage projects related to integrations of new acquisitions and new products to our support organization
  • Provide project support for our Top Case Driver program to drive product enhancements and to improve support case deflection
  • Track and provide regular status updates to executive leadership and business owners on key projects / initiatives
  • Provide support and help maintain data related to programs related to capacity planning, productivity management and headcount tracking

Customer Support Operations Executive Resume Examples & Samples

  • Assist Sales & Marketing to renew and follow up the agency agreement
  • Managing Novation agreement. Ensure all are in order and renew before expiry
  • Customer Audit & Visit – Assist Sales & Marketing / Customer Service team to coordinate and arrange customer visit and plant audit
  • Degree holder in Economics/Business Administration or Diploma in Business management
  • Must have at least 2-3years’ experience in Customer Service / Support team
  • Good interpersonal communication and interactive skills to maintain effective working relationships
  • Customer Service oriental, Problem Solving, Resolving conflict, Anlayzing information and Multi tasking
  • Pro-active / creative

Business Support Operations Specialist Resume Examples & Samples

  • Danish / Finnish / Swedish / Norwegian: fluent
  • Good numerical and analytical skills
  • Basic knowledge of financial concepts
  • Effective problem solving and organization skills

Support Operations Manager Resume Examples & Samples

  • Transforms functional requirements into development projects
  • Works closely with Support Team and dev lead to implement web user interface and functionality for our sites
  • Has understanding of code (mostly HTML5, LESS CSS, and JS) which is deployed to high visibility websites
  • Has understanding of design implementations for web use
  • Tests out and verifies pixel perfect design and functionality for our website
  • Manages estimation and scoping of web projects
  • Works on a team which follows fast agile, iterative process

Assistant Advertisting Support Operations Manager Resume Examples & Samples

  • Verify and produce on air logs and ensure that they contain correct program information and commercial content
  • Lead and effectively direct all advertising duties to maximize inventory and revenue potential
  • Provide assistance as needed for all processes as it relates to program formats, programming, reports for sales and other groups within established time parameters
  • Check reports for future broadcast logs and communicate inventory availability or programming conflicts to station
  • Oversee team of 2-5 Inventory Specialists
  • Develop and grow staff through training and strong leadership

Loan Trade Support Operations Senior Analyst Resume Examples & Samples

  • Validation of loan documentation for accurate trade settlements
  • Manage periodic rate changes, rate rollovers, advances, collateral, invoicing, repayments, and other loan agreement inquiries
  • Report monitoring and reconciliations
  • Analysis and resolution of operational problems
  • Presentation skills, confident and client focused
  • Able to manage own time and know when to escalate
  • Previous experience within a secondary loan trading

Senior Manager, Tech Support Operations Resume Examples & Samples

  • Monitors customer service productivity in accordance with establishedpolicy to assure adherence as well as completeness in all customertransactions
  • Prepares, analyzes, and manages operation through statistical analysisof activity
  • Plans, develops, and administers customer service programs inadherence with national and system customer service objectives
  • Conducts regular meetings with Customer Care Supervisors to maintaintwo-way communication and achievement of departmental objectives
  • Ensures competence and continuity of qualified management andfrontline staff through optimum selection, training and development,appraisal, and motivational techniques
  • Manages customer service-based training and standards certification.Works with team to ensure excellence in customer service with everycustomer contact. Manages the performance and development ofsupervisory staff
  • Consistent exercise of independent judgment and discretion in mattersof significance

Support Operations Manager Resume Examples & Samples

  • Identify opportunities to reduce effort for our Customers and Support teams by analyzing available data. Recommend changes and then lead project through to implement changes and measure effectiveness of the project
  • Test and validate business reports for accuracy and low effort
  • Update and improve operational reporting for Customer Success and Support Teams
  • Using ideas and lessons learned from external sources (books/blogs/other systems/past experience etc.) suggest how those ideas can be integrated into our systems. Present recommendations to leaders and then work to get these changes implemented

Advertising Support Operations Manager Resume Examples & Samples

  • Oversee growing team of approximately 4-6 people
  • Monitor team performance and conduct routine appraisals
  • Provide sales support and resolutions to problems in relations to traffic and copy
  • Manage the processing of accurate and timely Daily Logs for the station

Support Operations Manager Resume Examples & Samples

  • Minimum of 6 years’ experience directly managing support operations in government and commercial defense markets. · Demonstrated knowledge of support operations processes and related systems including subcontract management, logistics, supply and asset management
  • Knowledge of Microsoft Office (i.e. Word, Excel, PowerPoint and MS Project)
  • Working knowledge of the Federal Acquisition Regulations (FAR)
  • U.S. Citizenship status is required as this position needs an active U.S. DoD Security Clearance as of day one of employment
  • Must have held an active Secret Security Clearance within the last 24 months
  • Experience as a Support Operations Officer, Logistics and/or Administrative Officer
  • Experience in material management programs, including Maximo
  • Experience in working on various contracts with the U.S. Government
  • Experience with program management body of knowledge
  • Possess current DoD Secret Security Clearance eligibility

DPS Windows Support & Operations Lead-plymouth Resume Examples & Samples

  • Lead 2 to 6 person teams weekly
  • Participate in Task Assignment Manager Rotation Day time Coverage M-F (3 week Rotation)
  • Act as a Daily Escalation point for team task members, Clients and other Infrastructure teams
  • Incident Responsibilities
  • 5+ years of experience with Wintel Server 2003/2008/2012 Support experience
  • 3+ years of experience working in an environment that serviced/monitored 500+ servers
  • Previous experience as a manager with direct reports
  • Strong ability to research and learn new products and skills as required

Support Operations Manager Resume Examples & Samples

  • Responsible for both driving and working with other Support Leaders to meet service levels, productivity, ASA, and other top Support KPIs by region
  • Analyze overall support operations to generate insights and reporting to both identify and execute on transformation and operational improvement initiatives
  • Leads the Workforce Management group to improve the customer experience and reduce expenses, by applying WFM concepts and best practices that optimize forecasting, scheduling and resource utilization
  • Assists with the process including tracking, reporting, and coordinating department expenditures
  • Collaborates with all other CX functions and partners (IT, Program Management, Self-Service, Biz Ops, and Program Management) to gather operational information and facilitate execution of operational initiatives
  • Facilitates proper handling of executive complaints to ensure optimal resolution, communication to all , and timeliness
  • Attend & represents Support Leadership in various run-the-business meetings where Support knowledge of operations is required
  • Assists with coordination and organization of the Senior Support Leadership by performing various administrative functions including staff meeting and QBR agenda, tracking, reporting, and communication of top actions/initiatives
  • Ability to read, write, speak, and understand English
  • Ability to analyze and interpret data and to make recommendations based upon analysis and expertise
  • Ability to develop and conduct formal presentations on issues or findings in assigned areas or subjects
  • Ability to manage multiple projects and tasks
  • Ability to work well with people from all levels of organization, many different disciplines and varying degrees of technical and business experience
  • Ability to lead and inspire direct reports

Ghrs, Product Support Operations Manager Resume Examples & Samples

  • Manage a team of Product Support Analysts and oversee the hiring, onboarding, training and development of team members
  • Work with the Global Product and Business leaders to drive testing and operational projects for multiple HR systems
  • Assist team members with complex system issues as they arise. Coach, develop and provide feedback to improve team performance
  • Build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress
  • Proactively engage other regional Product Support Leads to share best practices, simplify internal processes and ensure consistency among regions
  • Development, analysis and improvement of new strategies and procedures with the ability to develop, plan, and implement short- and long-range goals
  • Solve complex customer issues and drive operational excellence in everything we do. This includes creating processes and procedures, then automating them to improve efficiency in our day-to-day tasks and projects
  • Owning key operational metrics, supporting in-depth business reviews and communicating to senior management
  • Lead the roll out of new tools and systems to HR teams including execution of testing, and training tasks
  • Communicate effectively across teams to meet project timelines and deliverables
  • Contribute to the strategy and execution of program deliverables. Vocalize team challenges and successes, and use those to recommend changes to program design
  • Have a “hands on,” “roll up your sleeves” mentality
  • Candidate should have college degree or similar qualification
  • 6 – 8 years of relevant experience
  • Knowledge of HR systems
  • Systems support experience, previous participation in system testing and system implementation activities a plus
  • Customer service orientation with a demonstrated desire to exceed expectations – ability to serve multiple customers
  • Consistent delivery on commitments - great organizational skills with exceptional follow through and attention to detail
  • Knowledge of PeopleSoft or other ERP system experience – HR, digital document management, Salesforce, or timekeeping system background a plus
  • Self-directed and capable of working effectively in a dynamic environment

Support Operations Analyst Resume Examples & Samples

  • Outstanding communication skills, including the ability to speak and write in fluent English
  • Six Sigma, LEAN, or other process improvement certifications
  • Collecting and analyzing the data trends and making key recommendations to the business on improvements to enhance the business processes which result in higher level of customer and employee satisfaction
  • Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
  • Successfully engage in multiple initiatives simultaneously

IT Digital Solutions Support & Operations Technical Lead Resume Examples & Samples

  • Provide technical guidance for the support and application maintenance team
  • Drive, troubleshoot, and address critical production issues
  • Work closely with vendor and lead key technical decisions. Clearly articulate decisions to business partners, support, and leadership team
  • Lead web operations, online store transactions management, content authoring support, and environment management
  • Ensure team provides the highest level of customer satisfaction
  • Be an expert in the Digital Channel /B2B /eCommerce support
  • Effectively engage with both IT teams & business leads
  • Leverage industry best practices of customer support using effective digital channel support tools - monitoring, analytics, FAQ, call center issues tracking, and knowledgebase
  • Analyze critical incidents, problem trends, and boundary changes to build an industry standard support structure
  • Lead and manage suppliers. Ensure suppliers meet Agilent's quality requirements
  • Ensure support receives sufficient documents and knowledge transfer to the project team
  • Ensure the team leverages industry digital standard tools and automation processes wherever possible
  • Bachelor’s Degree in Computer Science, or equivalent plus minimum 8 years of relevant experience in the associated discipline
  • Have extensive experience with web support, online store transactions management, content authoring support, and infrastructure management
  • Strong competency on J2EE web platforms, Oracle Weblogic application servers for building and deploying enterprise applications and services, online store solutions, search engines, performance, and deployment toolsets
  • Have experience with Oracle WCS/WCC, ATG commerce, database, and Endeca search integration
  • Excellent problem solver with strong analytical skills
  • Good understanding of how the TCP/IP layers operate, know difference between routers, firewall, CDN, cloud, and VLANs
  • Ability to work well under pressure. Has experience dealing with production outages, understanding of customer impact, and guiding the support team through escalations
  • Ability to work well with offshore team members/suppliers
  • Demonstrated clear and crisp communication skills, both verbal and written English

GBS Ts-sales Support Operations Senior Analyst Resume Examples & Samples

  • Performing process review, GAP & trend analysis to identify causes
  • Coordinating with respective business areas to correct/amend discrepancies and improve the process to maximize efficiencies
  • Working with Sales, Sales Support & TMG business lines to reduce exceptions and improve timeliness

Assistant Advertising Support Operations Manager Resume Examples & Samples

  • 2-5 years Broadcast TV or Radio Traffic inventory management experience
  • Meticulous attention to detail, organizational, communication skills and accuracy
  • Ability to prioritize and work effectively under tight deadlines
  • Must have the ability to handle multiple tasks
  • Problem-solving skills and ability to work through challenges methodically
  • Ability to work independently, as well as be a strong part of a team
  • Work under deadlines and manager a staff of 4-8 people
  • Bachelor's degree preferred but not necessary

Senior Production Support Operations Analyst Resume Examples & Samples

  • Activities that contribute to the day to day running of IT infrastructure technologies; managing the life cycle of delivering standard components in IT, including component installation, maintenance and decommissioning
  • Backup and recovery capacity for any of the IT infrastructure component areas including computer servers and storage support, network and security administration, database administration, web administration and data center management
  • Project work such as implementation of new technology infrastructure to support new business initiatives, including infrastructure deployment or upgrades, testing and roll-out of configuration, application and operating system upgrades, deployment of security hot-fixes and patches, addressing Audit and Regulatory requirements; communication with vendors and liaison with other IT teams
  • Provide IT support services, maintain the production environment and work with other IT departments to ensure the delivery of requests
  • Identify production issues, take support calls and manage production incidents from inception to resolution, working with application developers or engineers to ensure solutions meet long term goals
  • Become subject matter experts, leveraging in the delivery of the firm's IT strategy, either within a narrow business focus or broadly across the firm
  • Excellent client relationship skills and a solid understanding of the IT business
  • Acts self-directed, performing day to day tasks and providing administrative support
  • Coordinates support activities for major systems and sub-systems
  • Monitors one or more applications and systems within their area of responsibility and responds to escalations
  • Delivers on multiple operational functions; participates in complex projects, and assigns resources and activities as required; responsible for the completion of a phase/task or project
  • Setting priorities for day to day tasks for yourself and supporting lower levels of support
  • Provides short-term strategic input weeks and months in advance
  • Understands business functions related to technology deployed
  • Extends knowledge and develops expertise in specific systems and business areas
  • Builds awareness of technical and business drivers and strategies that drive the direction of the department
  • Oracle Retail Merchandising System 14.1 or earlier version #1 priority
  • Must have a good working knowledge of ITIL best practices in your past experience
  • Undergraduate degree or equivalent, and 5 - 10 years of applied technical experience
  • Strong experience with production support systems
  • Good experience in supporting retail systems
  • Must have participated in a new production rollout from planning with architecture through dev, QA/UAT to Production rollout
  • Experience in supporting a DR “Disaster recovery” environment
  • Experience in application and OS patching and validation afterwards
  • Candidates must have problem solving skills and be capable of breaking down complex situations to discover and resolve root causes; this applies to both technical issues and process issues
  • Retail Back Office
  • Retail Store Inventory Management: “RSIM”
  • Retail Invoice Matching: RIM
  • Retail Returns Management: RRM”
  • Oracle Retail Integration Bus (RIB)
  • Retail Oracle Sales Audit: RESA or ORSA
  • Expert level skills in supporting Java applications on WebLogic platform
  • Strong working skills in UNIX systems and Windows Server OS
  • Extensive knowledge of Oracle Database, PL/SQL, J2EE, Apache, IIS, and Load Balancing
  • Experience with Java based code fixes
  • Experience using tools with UNIX Shell Script and Windows PowerShell Script
  • Good understanding of TCP/IP networking protocols, SFTP/SSH, SSL certification, and network/application security
  • Strong understanding of “ITIL” best practices and process improvements
  • Strong analytical skills, specifically around trends analysis and performance and availability monitoring
  • Experience with Oracle SOA Suite and OSB
  • Familiarity with application monitoring tools like HP Sitescope, BPM, and Big Brother
  • Strong understanding on required Infrastructure requests, system configuration, performance, DR net new Infra projects
  • Understanding of Oracle backend support, experience with deploying application changes
  • Deep knowledge in front to back end connectivity, load balancers, firewall rules, nodes design

Sales Support Operations Analyst Resume Examples & Samples

  • This position is responsible for system administration of PRM (Partner Relationship Management), and manage HDS and Partner user access
  • Support HDS and Partner users on Partner portal and PRM. Work with Helpdesk and GPO (Global Partner Organization) to resolve issue
  • Support and administrate Partner Funding Programs including MDF
  • Support and administrate Partner Programs including Rewards, Scholarship, and Services Program
  • Conduct analysis of Partner and Alliances programs
  • Support the Asia Pacific Partner & Alliances team on operations of Alliances business
  • Administrate Partner Agreement library
  • Maintenance of Asia Pacific Partner database
  • Administrate Partner training qualification including scholarship, exam voucher and maintenance of Partner training qualification database
  • Administration support to Partner Operations team
  • Adhere to and institutionalize company policies and procedures

Director, Sales Support & Operations Resume Examples & Samples

  • Represents the DSC in sales order and service delivery process development and deployment
  • Directs and aligns sales support team / resources to minimize sales team involvement in post-sale order issues and order cancels
  • Creates or modifies business operations and processes to maximize sales order through-put and increase installs (connects)
  • Designs, modifies existing procedures and processes to reduce order rejects and re-work
  • Partners effectively with regional operations, BSC and BOC teams to design and implement business processes and operations
  • Identifies marketing prospects to implement lead tracking initiatives

Support Operations Specialist Resume Examples & Samples

  • Close interaction with Business (Advisory Business Support Team) and IT Services Technical teams to ensure the quality service
  • Re-creation, analysis, troubleshooting and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms
  • Keep track and keep the Advisory Business Support Team informed of ongoing development, live service status, upgrades and planned outage etc
  • Maintain contact with the Analytics and Bi Services Team for Tableau application status, upgrades etc
  • Develop, maintain and support data movement scripts (SSIS) and scheduled jobs
  • Accountable for ensuring all incidents and problems related to the service are resolved within agreed SLA’s regardless of which IT function is responsible to resolve
  • Execute defined responsibilities using IT procedures where required e.g
  • AD Group creation/management
  • File share management
  • User Management (user creation, access rights, deletions)
  • Tableau application set up for new clients
  • Maintain all documentation in appropriate repository
  • Identify opportunities to enhance the support processes for an application or reduce manual intervention required via more automation
  • Maintain contact with peers in IT Services functions (particularly Production Services) to encourage cross functional teaming and knowledge sharing
  • Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences
  • Is able to plan, schedule and monitor work activities in order to meet time and quality targets
  • Development/Support Experience/Knowledge in either Spotfire or Tablo
  • Demonstrable knowledge of SSIS/ETL
  • Experience with SQL T-SQL, SSIS and Scheduled Jobs
  • In-depth knowledge of Stored Procedures, SSIS and Data Transformation Services
  • Ability/Experiences in working with different teams to get the things done and updates the stake holders in a timely fashion
  • Understanding on the procedure to carry out activities like AD Group creation, User Management (User Creation, Access rights, deletion etc)
  • Experience in working in a virtual environment
  • General understanding of various IT Process/Security concepts followed in EY
  • Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies
  • Good understanding of E&Y and ITIL process/guidelines for Incident, Problem and Change Management
  • Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications
  • Degree in Computer Science or related discipline
  • Fluent in English language, written and verbal
  • 5+ years of experience in IT any disciplines

Production Support Operations Manager Resume Examples & Samples

  • Provides management oversight of Production Support staff supporting business lines and application portfolios
  • Directs teams in executing scheduled production tasks according to guided procedures and knowledge articles
  • Prioritizes the workload and shift distribution of Production Support personnel
  • Reviews and refines training programs for Production Support staff
  • Supports the team’s operational and strategic planning, including fostering innovation, planning projects, organizing and negotiating the allocation of resources
  • Takes accountability to manage to financial and budgetary targets
  • Establishes and maintains regular written and in-person communications with the organization's executives, department heads and end users regarding pertinent application support activities
  • Analyze work efforts to identify key trends and take actions to improve accuracy and efficiency
  • Develops and implements Continuous Service Improvement activities
  • 5+ years’ experience in Production or Operations support
  • Experience in Workforce and Workload management
  • Basic familiarity with technology including distributed systems, network and infrastructure
  • Planning, forecasting, and scheduling workload
  • Problem analysis and incident resolution
  • PC skills and MS Office Suite experience
  • Bachelor’s Degree in Computer Science, Information Systems, Mathematics, Engineering or related field
  • 10+ years working in a production support environment, with a minimum of 5 years of management and leadership experience
  • 5+ years client management experience
  • Proficient in UNIX, shell scripting, SQL, JAVA, Middleware, Oracle and Sybase Databases, application monitoring tools, and Remedy

Manager of Customer Support Operations Resume Examples & Samples

  • Demonstrated experience communicating across departmental boundaries to ensure collaboration, efficiency and service excellence (i.e. interdepartmental communication)
  • Demonstrated people management skills
  • Strong personal drive and ability to see projects through to execution in a matrixed environment
  • Competency in MS Office Suite, budgeting tools, call center tracking tools, ad hoc reporting tools, resource management tools
  • Experience in large, complex organization or corporate structured environment

Ebusiness Support & Operations Manager Resume Examples & Samples

  • Implement eBusiness services Service Delivery Team KPI adherence reviews as defined by the Axis business and reporting the results to management with improvement plans as required
  • Coordinate with teams to resolve Incidents and Service Requests which have not met service levels or have resulted in business disruption or dissatisfaction
  • Ensure ownership of Incidents and Service Requests by the eBusiness services support group
  • Monitor and manage communications of major incidents to clients and internal management
  • Ensure all high impact or customer priority Incidents and Service Requests adhere to standard documented escalation guidelines
  • Ensure all work assigned is performed in accordance with client SLAs and management priorities
  • Ensure the ongoing resolution of aged Incidents and Service Requests assuming the role of an escalation point where additional information or activities are preventing resolution
  • Develop and complete regular process effectiveness and adherence to audit plans as required, ensuring that results are reported effectively to Process Owners and internal management
  • Assist in the creation of new documentation as required by the business need or changing customer circumstances which requires the adjustment to existing documented procedures
  • Ensure the formal review of customer surveys and take proactive measures where further actions are required to ensure the completion of contractual services and achieve results within established ABB goals and benchmarks
  • Establish professional relationships with key clients to ensure customer satisfaction with Axis Support interactions
  • Manage internal projects relating to enhancements to the Axis operational infrastructure, liaising with key stakeholders including internal teams and external vendors
  • Drive continuous improvement processes to promote operational excellence within the eBusiness services support group

Senior Manager, Client Support Operations Resume Examples & Samples

  • Identify, develop, and refine key reports that assist the Client Support team in accurately measuring performance, customer satisfaction, response time, and other key performance indicators important to the department’s ongoing success
  • Develop and maintain a metrics dashboard that provides real-time (or near real-time) data on case aging, caseload, or noteworthy trends
  • Collect, monitor and report key client support metrics for all clients
  • Deploy new information and analytics capabilities in partnership with IT
  • More effectively manage risk by implementing early warning mechanisms so that corrective measures can be taken if processes break down in the client experience
  • Design client satisfaction feedback practices and aggressively gather data for analysis and continuous performance improvement
  • Oversee business requirements for client-facing technologies and systems. Evaluate the current infrastructure, understand and analyze market requirements, implement change to the strategic support model ensuring Blackboard’s leadership in enterprise customer service operations
  • Build processes to ensure that the CRM system effectively manages client information
  • Assess, define, and implement changes to data gathering techniques, including the Blackboard CRM, Wiki, and Escalation processes to improve customer self-service capabilities
  • Create services on Behind the Blackboard that will allow clients to manage their own specific account and implementation information
  • Excellent interpersonal and communications skills, both written and verbal
  • Ability to lead a team and manage multiple resources and projects in a high-interrupt environment
  • Client oriented business experience - worked for service oriented organization(s) and had responsibility for overseeing delivery of products/services to clients
  • Experience developing and identifying critical business requirements to be incorporated into established business processes to support the client experience
  • Established leadership/management skills and ability to work cross-functionally with multiple channels

Support Operations Consultant Resume Examples & Samples

  • On Track for a Bachelor's degree
  • 0+ GPA preferred
  • Microsoft SharePoint design required
  • Microsoft Office experience needed - specifically Word
  • Web designing experience is desired
  • Comfortable working with multiple groups
  • Negiotiation skills
  • Time Management skills
  • Strong communication skills - verbal & written

Program Manager WW Handmade Seller Support Operations Resume Examples & Samples

  • Managing Cross-Functional Relationships: Influence and/ or direct cross-functional teams at Amazon that represent the front line of seller contacts
  • Strategic Relationships: Improve Handmade Seller Support operations by building new relationships, leveraging existing relationships, and/or driving operations improvements and innovation
  • Candidate must be fluent in English
  • 5+ years of relevant program /project management experience
  • Strong business judgment with a track record of delivering results
  • Exceptional interpersonal and communication skills, including strong writing and speaking skills
  • Ability to manage multiple projects – track record of ruthless prioritization, planning and leadership at scale
  • Proven experience developing key processes and procedures that facilitate efficient planning, reporting and control processes
  • Demonstrated experience gathering and analyzing large amounts of data and delivering continuous business improvements
  • Global experience across several markets
  • Contact Center (Phone, email, chat support) support experience
  • PMP or similar certification preferred
  • Demonstrated experience managing virtual and distributed teams
  • Passion for delivering exceptional seller experiences; proven ability to provide the voice of the seller
  • Superb conceptual thinking, analytical and problem-solving skills. Highly comfortable mining, synthesizing and summarizing data
  • Ability to think strategically and produce tactical plans to execute that strategy, with excellent attention to detail
  • Six sigma, Kaizen, Process Improvement experience
  • Program management skills include collecting business requirements, reviewing specifications, analyzing cost/benefit of project selection, and communicating results throughout the organization

Business Support Operations Specialist Resume Examples & Samples

  • Good organization skills and sense of ownership
  • Good communication skills, customer focus
  • Proactive can-do attitude
  • At least 6 months experience in Customer facing / Financial position

Senior Sales Support Operations Analyst Resume Examples & Samples

  • BS in Accounting and or Finance
  • Minimum 3+ years’ experience supporting a high performance sales team
  • Demonstrated ability to work

Assistant, Executive Support & Operations Resume Examples & Samples

  • 2-4 years of administrative experience preferred
  • Experience in education preferred
  • Belief in our diversity core value and commitment to continued growth and development
  • Ability to work independently and effectively in a fast-paced, deadline-driven environment and to juggle several projects at once with a spirit of flexibility and positive outlook
  • Desire and commitment to working behind-the-scenes and supporting a team
  • Strong customer service ethic required
  • Strong critical thinking, written, and interpersonal communication skills necessary
  • Familiarity with managing confidential information and ability to exercise discretion required
  • Preferred proficiency in Microsoft Office Suite, Exact Target, WebEx, and online travel and expense management software

Director, Student Support Operations Resume Examples & Samples

  • Will roll up their sleeves and take ownership
  • Has experience in improving processes, project management and leading change
  • Can create systems requirements documents
  • Is technically and analytically minded
  • Can effectively communicate and be comfortable both in the academic world and in a fast-growing, ever-changing organization
  • This is a client-facing role that requires being able to balance multiple projects and priorities with a good degree of attention to detail
  • 5-7 years’ experience in an operations or project management role
  • Strong project management and organizational skills required
  • Strong skills in Salesforce strongly preferred

DC Support Operations Manager Resume Examples & Samples

  • Minimum 5 years of related work experience required. Managerial experience in an automated warehouse/distribution/store/manufacturing environment preferred
  • Bachelor's degree in relevant field of study or equivalent years of related work experience required
  • Proficiency with Windows, Microsoft Word and RF Warehouse Management systems
  • Demonstrated ability to effectively run multiple warehouse operations
  • Demonstrated ability for independent decision making without immediate directorial feedback
  • Ability to read and comprehend blueprints and sketches required
  • Overnight travel required
  • Generally works four ten hour shifts per week but works additional days as needed

Senior Sales Support Operations Specialist Resume Examples & Samples

  • Attend customer meetings and make clear presentations of our commercial models and their relative benefits to the customer
  • Provide first level opportunity qualification in terms of commercial modelling, with support from the local Finance manager and RSOM
  • Fluent in English & local language
  • Degree qualified Graduate, preferably in business or finance
  • 3 - 6 years commercial finance experience in IT or Telco sector
  • Working knowledge of US GAAP, revenue recognition and SOX
  • Highly proficient in Microsoft Excel to a high standard capable of producing complex financial models
  • Self-motivated and capable working in isolation, as well as being a strong team player
  • Ability to manage and drive change – an agent of change
  • Influencing skills at all levels of the business
  • Excellent communication – written & verbal
  • Excellent business acumen and judgment and demonstrated ability to work closely and build sustainable business partnerships with Sales organizations
  • Confident dealing with matrix management structure
  • Ability to be a agent of discipline and process enforcement

Business Support Operations Resume Examples & Samples

  • High level of accuracy with good attention to detail
  • Ability to take ownership and responsibility
  • Proactive, can-do attitude

Director Regional Patient Financial Support Operations Resume Examples & Samples

  • Serves as an expert consultant to executive leadership on major and highly complex healthcare issues with strategic importance. Provides leadership and direction for the department in accordance with the overall strategic direction of Finance
  • Communicates information strategically, delivering results-oriented messages. Actively monitors operational and financial performance to anticipate and meet the needs of leadership. Drives for changes in work products and processes that will improve departmental efficiencies and effectiveness. Applies thorough understanding of key business processes to effectively anticipate and address the longer-term implications of decisions/actions. Manages all steps of major projects or processes and adjusts planned approach as required
  • Fosters a positive and proactive work environment, emphasizing respect for individuals, high standards of quality, customer service, innovation and team work. Fosters strong results orientation within department by motivating staff and holding them accountable to meeting customer needs and organizational goals. Facilitates the ongoing learning, well-being, professional satisfaction and development of staff through training, work assignments, increased responsibility/autonomy and mentoring
  • Partners with local and regional leadership to find new ways to enhance financial products and services. Understands interrelationships among systems and processes across functional areas to redesign processes improve efficiency and ensure optimal results. Identifies and communicates opportunities for change to improve performance
  • Kaiser Permanente conducts compensation reviews of positions on a routine basis. At any time Kaiser Permanente reserves the right to reevaluate and change job descriptions, or to change such positions from salaried to hourly pay status. Such changes are generally implemented only after notice is given to affected employees
  • Minimum eight (8) years of directly related financial experience with analytically challenging projects
  • Minimum three (3) years of general management experience
  • Master's degree highly preferred
  • CPA highly preferred

FP&A Director, Support & Operations Resume Examples & Samples

  • Provide outstanding financial business partnership to senior the Support and Operations leadership teams
  • Develop and maintain a financial review rhythm that will enable a predictable and recurring process that delivers high visibility into the financial performance of the businesses to leadership
  • Help Support and Operations executives manage their budget in the most efficient way by anticipating needs and influencing correct investment decisions
  • Identify, build, and manage key business metrics that provide additional insight into our Support revenue streams and cost infrastructure, helping in the optimization of inventory at our foreign stocking locations, and into our product costing, proof of concept units forecasting, while ensuring solid cash flow forecasting and tight fiscal responsibility
  • Lead all financial related initiatives for the Support and Operations organizations, while owning and performing the standard financial processes: planning, budgeting, forecasting, monthly close variance analysis for CFO reviews, ad-hoc financial modeling and analysis

Team Lead, Global Support Operations Resume Examples & Samples

  • Establish and track team goals for your responsible vertical and work with the GSO manager and team members on strategies for executing, measuring progress, and communicating results
  • Provide mentorship, guidance and career development to members of your team while removing roadblocks and encouraging innovative solutions
  • Use data-driven strategies and well defined KPIs to measure your team's success and drive improvements
  • Interact extensively with the Business Intelligence PM, the Workforce Strategy PM, our key legal stakeholders, and the GSO lead to strong ensure progress is made on key team initiatives and goals
  • Extensively communicate roadblocks and results upward and downward and set clear expectations for your team
  • Leverage skills across cross functional teams to move roadblocks and empower individuals to execute and deliver results on initiatives that drive goals forward while mitigating competing incentives and risk
  • B.A. or B.S. degree or higher
  • 4+ years of professional experience in operations, people management, or business strategy and prioritization
  • 1+ year of people management experience
  • Experience leading large-scale projects from inception to completion

Business Analyst Support Operations Resume Examples & Samples

  • Participates in defining and evaluating business requirements for WFR Support operations
  • Evaluates Workforce Ready Support data and business processes to recommend enhancements to current practices and efficiencies based on analysis
  • Define and measure business performance, includes data modeling to evaluate customer usage patterns, impact on customer success and revenue opportunities through enhanced service offerings
  • Lead efficiency and process enhancement projects
  • Work within cross-functional teams to ensure proper integration of internal systems
  • Compile, analyze and track operational data/metrics
  • Provide high level and detailed reporting and analysis to operational teams and management
  • Adhere to all guidelines, policies, and procedures within the department and the company at large
  • Maintain a high level of confidentiality related to all proprietary and financial matters of the company and our clients
  • Strong working knowledge of support systems including, Jira, and Workforce Management
  • Expert skill level with data analytics tools including Excel and BI dashboard tools
  • Familiarity with MS SQL tools
  • Strong and effective organizational skills
  • Ability to effectively manage multiple work assignments and lead projects
  • Ability to work well individually and within a cross functional team
  • Effective time management & communication skills
  • Bachelor’s Degree in Business, Finance, Accounting or MIS required
  • Previous support center operations experience preferred
  • At least 2 years experience as a Business Analyst in a SaaS environment preferred

F-sustainment Support & Operations Planning Project Lead Resume Examples & Samples

  • **Must be a US Citizen or legally authorized to work in US as a permanent resident. This position is located at a facility that requires special access.***
  • Bachelor's degree from an accredited college
  • Logistics project lead experience and understanding of key government Integrated Logistics System (ILS) elements to be able to integrate these elements developing Weapons Systems Sustainment Technical requirements
  • Experience leading and coordinating principal and major suppliers and perform technical evaluations, fact-finds and assist as the technical lead in negotiations, authorization to proceed and execution of the Weapons Systems sustainment contracts
  • Demonstrated experience performing Sustainment projects and studies across various programs/functions
  • Experience defining and incorporating sustainment technical requirements and management data in support of developing sustainment data packages, briefings, and CONOPS
  • Experience presenting to a diverse audience ranging from entry to executive level
  • Experience with sustainment business processes and integration with the sustainment elements required
  • Experience with military service joint operations and structure required
  • Baseline knowledge of sustainment elements and Performance-Based Logistics (PBL) Concepts
  • Knowledge and experience with F-35 sustainment processes and supporting organizations, particularly Training Systems, Supply Chain Management, Support Equipment, Autonomic Logistics Information Systems, Joint Service Technical Data, Sustainment Business Operations, Sub-Contract Management, Contracts, and Estimating
  • Working knowledge of business and financial operations and data analysis. Experience in Department of Defense projects and operations, especially United States Air Force (USAF) and/or US Navy, in an integrated project team (IPT) environment desired. International experience with sustainment, logistics, or distribution systems desired
  • Must be proficient in Microsoft Office tools

Manager, Enterprise Support Operations Resume Examples & Samples

  • BS in Computer Science or business related curriculum
  • 2-4 years IT Helpdesk/Desktop Management experience
  • LI-AM

Assistant Advertising Support Operations Manager Resume Examples & Samples

  • Provide timely communication and expertise to sales managers and account executives
  • Excellent communication skills and organization skills
  • Broadcast TV or radio Traffic/Inventory Management experience is required

Support Operations Coordinator Resume Examples & Samples

  • Produces computer generated and manual customer correspondence, (e.g. non-covered
  • 1-3 years of customer service experience and/or training required, or an equivalent combination of education and experience
  • Knowledge of contract coverage, including systems and appliances
  • Math skills
  • Knowledge of AHS policies and procedures
  • Computer skills (Microsoft Word, Excel, Outlook)
  • Adapt to a fast-paced environment

Cib-global Fixed Income Cash Middle Office Trade Support Operations Resume Examples & Samples

  • Administer client fundings in conjunction with the front office via the middle office trade affirmation process
  • Ensure all purchased claim portfolios are properly loaded into the database and sent to the relevant servicer
  • Ensure all final deal settlements are reconciled, reviewed and authorized by settlement date and confirmed with the client
  • Review all client claim recalls and enter them appropriately into the proprietary database
  • Review all active client contracts and relevant contractual stipulations as they relate to the deal and ensure a complete understanding of the related operational impacts
  • Ensure all outstanding put-back receivables are tracked and ultimately resolved with the client
  • Partner with the relevant external servicer in support of media requests, legal issues, payment inquiries or claim status inquiries that may arise
  • Administer stamp duty incurred on claims purchased in Queensland and South Australia in conjunction with Deloitte Tax Services
  • Maintain regular meetings with the clients and external servicers in conjunction with the front office
  • Maintain monthly Fail Receivable and Put-back/Seller Recall Reporting
  • Process all client direct payment checks and wires in conjunction with the servicer and transaction mgmt team
  • Administer Quality Control testing in conjunction with the servicers across the Collections Litigation, Sworn Documents and SCRA work streams
  • Assist in the production of a monthly reporting presentation for review with the front office
  • Assist in all compliance and regulatory reporting requirements in support of the line of business including
  • Maintenance of US LOB business-related licenses, bonds, registered agents and foreign qualifications across most of the 50 US States
  • Servicer oversight including review of servicer performance both on site in the form of audits and remotely in the form of performance reviews and other types of remote due diligence which will require management and participation in monthly teleconferences and metrics reporting
  • Client related due diligence audits
  • Sworn Document processing via DTS and Intralinks
  • Customer complaint administration and reporting
  • LPS Legal Document review and follow up
  • Accounts Payable oversight and tracking for the LOB via Concur or Epurchase
  • Maintenance of LOB sales related documents and sworn documents
  • Assist in the tracking and updating of LOB policies and procedures
  • Ability to multitask and to work under pressure, prioritizing duties according to risk and client profiles
  • Excellent communication and interpersonal skills, ability to partner with teams across Operations, technology, finance and the front office
  • Demonstrate the ability to identify issues and escalate timely while understanding potential risks and looking to mitigate control gaps where necessary
  • Proficiency in Excel, Word and PowerPoint a must
  • Experience in an operations role a plus

Malware Support Operations Intern Resume Examples & Samples

  • Security Data trend analysis linked to large corporate environments
  • DB Query management & Data extrapolation for analytics
  • Exposure to McAfee Product environment and utilizing the know-how for data security analytics
  • Cadence with Data Security Researchers for Analytical offers – customer facing deliveries
  • Maintain a dirty network and malware harvesters and Scan Rig ( access to a fully functional Lab)
  • Liaising with malware analysts and senior researchers, writers and other internal stakeholders, using your expertise to help interpret malware research and draw inferences about current malware trends and their impact in specific environments
  • Understand McAfee’ products and latest technologies and how they can be leveraged to protect corporate environments in the most efficient manner against the latest emerging threats
  • Keep abreast with latest market trends on breaches and major security events
  • To produce analytical reports that can reach a highly technical as well as an executive level audience
  • Own and curate a portfolio of high-quality analytical research reports ensuring quality, completeness and timeliness
  • Maintain and manage a malware lab environment involving malware hunting and replication, use of sandboxes and different malware manipulation and intelligence portals

Program Manager Global Support Operations Resume Examples & Samples

  • Own and run the Salesforce Product End of Life program, engage with Product Management on each EOL, understand impact to and alternatives for customers, gain exec approval, manage communication and provide customer feedback to Product teams
  • Further develop the EOL program through automation, improved reporting, greater accountability with sales and improved engagement with Product teams
  • Expand EOL program to other areas of the business notably Marketing Cloud
  • Manage Org Migration program, moving customer orgs (akin to Accounts) from one instance to another
  • Project management for customer org migrations including reviewing requests, scheduling and execution. Work closely with AEs, CSMs, Support and Product teams to successfully execute migrations
  • Run reports and manipulate date to solve business problems and to measure success for various programs and projects
  • Manage projects related to integrations of new acquisitions and new products to our support organization
  • Provide project support for our Top Case Driver program to drive product enhancements and to improve support case deflection
  • Track and provide regular status updates to executive leadership and business owners on key projects / initiatives
  • Provide support and help maintain data related to programs related to capacity planning, productivity management and headcount tracking

User Support & Operations Specialist Resume Examples & Samples

  • Respond to user inquiries with high quality, speed, and accuracy
  • Work directly with users to resolve their issues
  • Identify user trends, identify bugs, and work with cross-functional partners to implement change
  • Use market specific knowledge, signals and insights to develop scalable solutions to support our global community of users
  • Advocate for users across all markets
  • Gather, analyze and utilize relevant data to develop ways to improve the overall support experience
  • Use problem solving skills to resolve large and complex business problems
  • 2-3 years of prior experience in Customer/Technical Support
  • Strong technical aptitude and attention to detail
  • Excellent interpersonal and written communication skills
  • The ability not to be deterred - and the charm to pull off being persistent without being annoying
  • Empathy with a knack for understanding what a user really needs and why they need it
  • Passion for providing top-notch customer service
  • SaaS and consulting experience a big plus

Customer Support Operations Manager Resume Examples & Samples

  • Experience conferring with diverse technical and functional groups at all levels of the enterprise to develop solutions and address issues
  • Strong understanding of Service Desk and customer service principles
  • A clear understanding of computer systems and corresponding support requirements
  • Advanced reasoning, math, and language skills
  • 5+ years of experience combined operational experience in information technology or healthcare, or healthcare applications support
  • Experience with direct customer interaction, operations management, and personnel management desired
  • Experience conferring with technical and functional experts at all levels of the enterprise in a problem-solving environment
  • Demonstrated experience creating and leading communications with direct reports, senior leaders, business partners, vendors to ensure collaboration, efficiency, and service excellence
  • Ability to work in stressful situations
  • Competency in basic PC use and required tools

Customer Support Operations Technical Analyst Intern Resume Examples & Samples

  • Good understanding of customer support business operations
  • Good understanding of ServiceNow Platform
  • Ability to troubleshoot and configure customer applications on ServiceNow platform
  • Exposure to working with customers on key maintenance projects
  • Experience in Shell Scripting or Windows Scripting
  • Advanced MySQL Experience
  • Advanced Unix/Linux System Administration or Windows Server Adminstration experience
  • A fundamental understanding of CMDB
  • Understanding ofSimple Network Management Protocol (SNMP)

Senior Support Operations Manager Resume Examples & Samples

  • Act as a key player in establishment and execution of strategic and tactical operational initiatives
  • Lead programs targeted to support of an Operations initiative or Support Delivery organization, driving resolution of problems, change in strategic direction, optimization of operational effectiveness, communication, compliance, quality, systems rollout, education/training coordination, liaison activities between cross-functional entities and other Business entities
  • Assure all related activities are delivered in a manner consistent with customer service and quality focus
  • Participate and/or initiate strategic, as well as the tactical, policy, workflow and performance standards development/implementation
  • Program management of key operational programs and lead new functions / capabilities within the customer support organization
  • Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing Business needs
  • Creative ability in identifying and presenting story opportunities that appeal to target audiences
  • Represent Support Operations and interface effectively with cross-functional teams, senior-level business executives and Customers
  • Minimum of 15 years of support services experience, including Customer Support operations and support delivery
  • Ability to support or manage and implement project tasks/projects. Ability to influence and leverage behavior for benefit of the project
  • Ability to work independently and in a team environment. Ability to set clear direction by defining goals and priorities, and evaluate/support the business needs
  • Strong documentation and presentation skills; Creative thinking and willingness to work hands-on to deliver impactful outcomes
  • Excellent problem solving, interpersonal communication a strong requirement
  • Demonstrates critical thinking skills, assimilates and implements new information rapidly and thinks strategically
  • Gathers and analyses data to understand the pros and cons of different decisions and options
  • Must have a desire for achieving excellence in customer satisfaction and support service delivery
  • Goal driven, self-motivated, persistent and professional
  • Experience working in a fast-paced, team environment
  • Must have a career growth mindset. Looking for challenges and potential career growth opportunities leading to management role. Prior experience in people management is desired - ability to hire competent performing people, taking responsibility for decisions and actions, manage functional responsibility and directs the work of others, and challenges employees to take responsibility for their performance / development

Manager, Technical Support Operations Resume Examples & Samples

  • Manage a team of technical resources to support proactive engagement with customers related to planned maintenance activities; Work allocations and performance management of technical team members. This role will manage a team across multiple support sites in US (Orlando, Santa Clara, San Diego)
  • Mentor and train a team of technical resources to support technical maintenance projects for ServiceNow Customers. This requires good understanding of underlying ServiceNow platform and collaboration skills working with engineering and security teams
  • Provides SME support on technical maintenance projects working with Customers related to ServiceNow platform improvement initiatives. This will include reviewing the project plans, test plans, working with cross functional teams, manage readiness and execution plans, providing status and detail of each project to the leadership team
  • Work with internal stakeholders within Customer Support – Support delivery management, Customer Operations and training department to review and gather feedback on customer communications technical projects and planned maintenance activities
  • Support and Administer Internal Systems and Tools required to manage customer communication projects. This role will require engagement with engineering teams to work on enhancements to the tools
  • Manage build cycles with engineering and release teams; Documenting business use cases and requirements for tools enhancement. Ability to understand current system capabilities and define roadmap of tool improvements will be critical. This will include leading requirements sessions, documenting use cases, and enhancements stories for the tool engineers to improve the Tool
  • Help design an effective, long-term communications strategy to engage with multiple audiences across a variety of mediums and channels
  • Lead ongoing external customer communications, including Wiki posts, newsletters, proactive messaging, etc
  • Strong presentation skills and the ability to interface effectively with cross-functional teams, senior-level business executives and Customers
  • Drive as a key subject matter expert in the development of projects for the technical support engineer and customer support experience
  • Representing global support with other company functions to represent support in key company programs
  • BS/BA degree in computer science, engineering or related discipline
  • Minimum of 10+ years of technology experience, including technical support, engineering, or professional services
  • Experience with the ServiceNow platform or other cloud based platform
  • ServiceNow System Administration certification and/ or ServiceNow Application Development certification
  • Experience working in an Agile development environment
  • Excellent problem solving and interpersonal communication and presentation skills a strong requirement
  • Requires the ability to change the thinking of, or gain acceptance of, others in sensitive situations
  • Demonstrates strong project management capabilities

Business Support Operations, Cash Analyst Resume Examples & Samples

  • Daily monitoring of IGF Bank Accounts
  • Posting Dealer payments to IGF's portfolio system
  • Apply unpaid Direct Debits
  • Monitor and allocate unallocated funds
  • Raise refund requests/payments out to Business Partners or other IBM departments
  • Perform Daily and Monthly Cash reconciliations
  • Support accounting ledger reconciliations
  • Produce measurements and manage controls
  • Keep daily contact with Account Specialists and Business Partners
  • Inform and escalate to the management team situations requiring management action
  • Understand process changes and perform tasks accordingly
  • Keep the Work Instructions up-to-date to reflect process changes
  • Provide support during peer reviews, corporate audits and external audits
  • Take part in special projects and other tasks as assigned
  • High level of accuracy with good attention to details
  • Good teamwork and collaboration skills
  • Ability to take ownership and responsibility
  • High level of proactiveness and initiative with potential to innovate

Business Support Operations Analyst Resume Examples & Samples

  • Writing test scripts that cover business requirements both in terms of system functionalities and real life business cases
  • Executing test cases and validating that the code changes affecting the Custody applications comply with the business requirements of the given projects and small enhancements/corrections. Any issues raised during UAT must be escalated and solved as to not impact BAU, not other processes or clients
  • Performing/reviewing client/sub testing according to requirements and timeframes agreed with counterparties
  • Conducting STP analysis assigned by the team leader/team manager
  • Operational expertise in Asset Servicing is preferred
  • Languages: fluency in English, other language(s) is an asset

Americas Service & Support Operations Manager Resume Examples & Samples

  • Define, communicate, and analyze key inputs/outputs of Americas Service & Support KPI’s
  • Partner closely with Sales, Service, and Support leadership to understand & manage data mining requests/needs and providing clear business analytics as outcome. Drive consistency & accuracy of data across the region
  • Ensure year-over-year profitability growth within the Americas Service organization including discount strategies, pricing strategies, bundling strategies, etc
  • Measure and report Service, Sales and Support productivity across the Americas region
  • Monitor and Improve Total Rewards program that is tied to performance business objectives. Continually work to optimize and analyze cost/benefit
  • Partner closely with finance partners to build & own annual AOP plans – assumptions, headwinds, tailwinds, resources, etc
  • Develop and implement a robust instrument “buyback” strategy
  • Act as the Americas liaison for translating global PPI/CAS projects and best practices into the region
  • Drive operating mechanisms for the region quarterly, and as needed, to ensure business performance
  • Experience managing in a matrix environment, cross-functional teams
  • Bachelor of Science degree in Finance, Management, Economics, or related field
  • 5 years relevant experience in business or Life Science industry, or a combination of relevant education or professional experience will be considered
  • Minimum 7 years of Finance, Service/Sales Operations, Project Management, or Field Service Operations experience required
  • 3-5 years of general management experience desired
  • MBA with 5+ year’s relevant experience in business or Life Science industry

Web Developer, Support Operations Resume Examples & Samples

  • Assist business users with writing requirements documents and functional specifications
  • Develop and support various web-based applications per specifications or Requests for Change from users or the extended team
  • Manage and administer SAP Ariba Customer support team web-based infrastructure and tools
  • Assist with development and administration of key customer support metrics via BI tool
  • Participate on cross-functional project teams
  • Troubleshoot Customer Support platform and tools issues as reported by internal and external customers
  • Evaluate new technologies
  • Strong understanding of relational data and experience with SQL
  • Strong HTML web page development skills
  • User interface design experience
  • Experience designing secure Internet applications and an appreciation of the OWASP Top Ten security risks
  • Some experience with and/or understanding of JavaScript, jQuery, PHP, .NET, CSS, JSON, XML, REST APIs, and responsive design
  • SAP Business Objects design and reporting or experience and understanding of data warehouse reporting a plus
  • Git version control system experience a plus
  • SAPUI5 experience a plus
  • Experience implementing and customizing search engines a plus
  • Strong ability to evaluate and learn new technologies
  • Experience with knowledge management or knowledge-centered support (KCS) initiatives a plus
  • Highly motivated individual with excellent problem solving skills
  • Minimum four years’ experience with scripting languages

Systems Support & Operations Specialist Resume Examples & Samples

  • Monitoring & troubleshooting of the Brokerage & Trading (system operating processes, network services and hardware systems)
  • Troubleshooting of problems reported by other In-House departments
  • Interact with various levels of the organization to communicate problem status and resolution
  • Testing the functionality of various internal system interfaces
  • Day to day maintenance of internal processes
  • Good working knowledge of UNIX operating systems
  • Good English communication skills oral and written
  • Motivated to learn
  • Previous support related position experience
  • Previous experience in the financial industry
  • Previous programming experience, e.g. use of shell/bash script, perl, python or php

Senior Customer Support Operations Resume Examples & Samples

  • Design customized solutions and execute the solution by leveraging SFDC and other toolsets
  • Demonstrate understanding of business drivers and how they influence the Salesforce design
  • Assist in defining required features and mapping Salesforce features to client business processes
  • Serve as a subject matter expert on SaaS technology
  • Map and load data into Salesforce
  • Build and manage dashboards, views, and reports
  • Design and develop workflows and assignment rules to automate manual processes
  • Participate in the creation and documentation of end user requirements of new and/or existing customer application implementation projects
  • Create and maintain system-related documentation, such as business requirements, process flows, data maps, configuration worksheets, etc
  • Train internal customers on Salesforce in relation to their business processes and best practices
  • Manage task-level budget/scope to ensure project success and project profitability; tactfully work with stakeholders to address out of scope requests
  • Direct accountability to lead a team
  • Develop and implement strategies to standardize CSO responsibilities
  • Standardize business processes
  • Work closely with the ATR, BGA, and D&S customer support teams to improve service levels and maintain customer commitments
  • Execute strategies to link and partner CSO with other functions within Honeywell

Director of Support & Operations Resume Examples & Samples

  • Drive cost management, vendor management, and operations management
  • Focus on best practice support metrics, productivity and execution excellence. The candidate must have relevant operations experience, where they have built global support functions
  • Review current support organization and processes and develop a plan to implement a sustainable and cost effective support strategy for our increasing customer base
  • Work with leadership team to identify, communicate and provide ongoing support of clear leadership vision and objectives, ensuring they are fully understood by all of the Customer support analysts
  • Ensure a library of support KPIs to measure customer support analyst performance and customer happiness
  • Work with our customer success team to ensure successful customers and high NPS ratings
  • Provides management-level direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs
  • Works with internal team members to identify opportunities to build efficiencies within the organization
  • Manages stellar coordination and communication activities with customers, regional project teams, and customer success leaders about any planned and unplanned outages, fixes or release capabilities to be delivered, including their full impact and timing
  • Drives the implementation of a best in class case management and support operations infrastructure that enables scale and world class execution resulting in optimal customer response and satisfaction with our support services
  • Partner with Customer Engagement Managers on individual accounts during escalations
  • Provide timely and proactive communications on significant issues and developments
  • Set and report on goals and performance metrics on a weekly, monthly and annual basis
  • Responsible, as a consolidated escalation point, for overall customer solution support
  • Participate in annual budget planning for the global support organization to enable goals of the Customer Success Organization
  • Drive continuous improvement across organization
  • Lead a team of highly technical support engineers to provide an exceptional customer experience
  • Enhance existing support strategies and develop new strategies to improve customer experience and contact deflection
  • Determine appropriate staffing models to meet business goals
  • Hire, mentor and coach team members to increase their effectiveness as well as employee engagement
  • Work cross functionally to modify processes and tools to improve quality of services and the customer experience
  • Manage and diffuse escalations within expected time frames
  • Manage all aspects of software upgrades from a support perspective
  • Serve as the support operations leader for commercial software & analytics offerings
  • BS Degree in Computer Science or related field, or equivalent experience
  • 10+ years of total experience in technically complex product support environments, including software development lifecycle
  • Experience with power plant operations and management systems, trading & risk management systems
  • Entrepreneurial mindset, passionate about driving change/influence across cross functions
  • Proven client engagement capability at both executive and plant operator levels across diverse cultural environments
  • Demonstrated ability to lead, influence and achieve results in a highly matrixed environment
  • Strong technical (software & infrastructure) skills
  • Passionate about driving customer satisfaction and experience
  • Ability to work effectively in a matrix organization
  • People management and influence management
  • Personal accountability to own and drive issues to resolution across multiple teams
  • Experience working with power plant employees and the power generation segment
  • Understands business objectives and drives specific tasks required to meet the objectives
  • Understands GE's products, capabilities and limitations in sufficient detail to be able to solve customer issues in a timely manner
  • Customer-first attitude
  • Customers determine our success
  • Learns and understands the business vision and openly and consistently follows it
  • Works proactively with all team members to share knowledge
  • Displays good interpersonal skills - is accessible and approachable
  • Anticipates customer needs and ensures that they are met
  • Measures processes and performance through the customer's eyes
  • Communicates messages clearly and concisely
  • Builds loyalty and commitment

Logistics Support Operations Manager Resume Examples & Samples

  • Excellent leadership, verbal and written communication, analytical, and interpersonal skills
  • Proficient in Microsoft Office software including Microsoft applications
  • Minimum ten (10) years of experience in logistics, purchasing, supply chain management, major subcontracting management, or similar work with at least three (3) years in a managerial role
  • Proven and verified GCSS-Army experience and training preferred

Retail Site Support Operations Delivery Manager Resume Examples & Samples

  • Relevant Customer Service knowledge
  • Fluency in Polishand English languages
  • Able to demonstrate awareness of business needs; ability to provide quality customer service; ability to problem solve customer issues
  • Proven Experience in Customer Service or similar service orientated environments
  • Strong and proven relationship management skills
  • Strong and Decisive decision making skills
  • Good time management and organisation skills

Retail Site Support Operations Delivery Manager Resume Examples & Samples

  • The initial focus for the post holder will be to support the CSM with developing and embedding the team in an evolving and dynamic environment. They will also be responsible for developing talent within the team. The Ops Manager will also be responsible for identifying process inefficiencies and proposing solutions
  • The post holder will lead a team of Customer Facing (CF) and/or Customer Service Support (CSS) Customer Service Representative (CSR) teams who support inbound and outbound customer contacts
  • The purpose of the CSR Teams is to respond to customer contact or support queries relating to BP’s products, services and marketing operations, including sales order processing and complaints handling in an efficient, cost effective and customer responsive manner. Customer contacts will vary from phone, fax, email, written requests and communications
  • Customer Facing CSRsCustomer Facing CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. CF CSRs are the first point of contact for BP telephone based enquiries
  • Minimum of 36 months previous experience customer service skills in a service or comparable industry
  • Experience in complex and system orientated environments is essential
  • Must demonstrate a strong understanding of customers’ needs / behaviours
  • Excellent written/oral communication skills both in English and Hungarian
  • Ability to build and maintain effective working relationships across matrix organisations
  • Ability to develop and retain people
  • Demonstrated process thinking and experience with a strong focus on continuous improvement
  • High Level of IT proficiency in Microsoft packages
  • A reasonable level of Strategic thinking and how to convert into tangible operating actions is desirable

Applications Support Operations Master s Intern Resume Examples & Samples

  • Proven ability to build effective working relationships as well as strong interpersonal skills
  • Ability to learn quickly and experience producing high quality work in short periods of time
  • Pursuing a master's degree in business, healthcare administration or related

Senior Support Operations Manager Resume Examples & Samples

  • Oversees and maintains the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring and reporting the daily/monthly technical support engineer schedule adherence
  • Oversee process and execution of dispatching incoming support incidents to appropriate technical support engineering teams
  • Lead a team of customer care agents and drive workforce and incident dispatch process across all global support sites
  • Identify, improve and implement changes to processes and procedures involved in any of the WFM tools, software, functions, or policies
  • Makes recommendations to assist in achieving service level objectives and make decisions with regard to team resources ensuring that appropriate productivity levels are maintained within the team based on forecasted volumes
  • Familiarity with call center technology, Workforce Management software, and strong skills in conducting systems analysis and in troubleshooting, knowledge of WFM solutions software like Genesys WFM, Aspect, Calabrio, etc
  • Understanding of call volume forecasting and the ability to analyze historical data to create accurate forecasting

Sales Support Operations Analyst With Spanish Resume Examples & Samples

  • University degree - economic background would be a plus
  • Fluent in Spanish (written & spoken) & English
  • Strong organizational, multi-tasking, and time-management skills as well as excellent communication skills; technical focus

Customer Support Operations Manager Resume Examples & Samples

  • Lead in promoting ease to our partners in customer support transactions
  • Ensure performance metrics of the contact centers are met consistently, including adapting to a changing environment
  • Build positive and consistent customer experience via the voice channels
  • Be creative and proactive in making change happen to improve the experience of customers as well as handling operational situations
  • Work closely with different business functions to implement programs and gain insights to ensure efficient operations, i.e. Lower contact rate
  • Align teams to in-country support objective and customer experience concepts that improve the company value proposition, and related processes
  • Work across the customer experience local and regional team on projects to keep adding value to Grab
  • Analyse customer metrics and recommend changes
  • Ability to handle difficult issues and manage in changing environment
  • Work with a range of verticals (eg. Payments team, DLR) in relation to CE-related processes that require Finance or Audit interactions

Director of Technical Support & Operations Resume Examples & Samples

  • Provide leadership to a DevOps Team that encompasses Architects, Engineers, Product Managers and Support Analysts to meet the needs of the organization by maintaining a high level of service availability. Performing quality reviews, managing operations, and operational issues
  • Move teams from reactive monitoring to proactive monitoring to improve system availability
  • Experience in working in a DevOps culture
  • Big data experience - API engineering, virtualization, containerization
  • NoSQL experience with a preference for MarkLogic
  • Statistical and Quantitative Analysis of xTB data sets
  • Capacity planning experience in a Big Data environment

Senior Manager, Customer Support Operations Resume Examples & Samples

  • Minimum of 2 years as a manager at Hootsuite or a related industry; 5+ year externally working in a call center workforce management environment servicing multiple SLAs and varying KPIs (3 - 5 years of leadership experience),
  • At least 3 years of Telephony configuration/routing/skilling experience
  • Strong understanding of workforce management concepts, including staffing, scheduling and attendance administration
  • Strong leadership skills in order to motivate, develop, empower, and energize those with whom s/he works
  • Determine customer support operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; defining customer requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
  • Workforce planning and management, establishing real-time monitoring and routing practices along with communication channels in the operations centers to ensure dynamic management of service levels
  • Monitor Workforce Management Intraday to see actual results as the day progresses and reforecast service level, ASA, and occupancy as schedules and forecasts change
  • Work with regional managers to create schedules based on interval staffing needs and ensure advocate adherence
  • Lead a global team of multi-skilled and varied individuals in the successful management of Hootsuite’s Customer Support business
  • Management of Hootsuite’s offshore support team

Customer Support Operations Assistant Resume Examples & Samples

  • Data collection for KPI reporting and tools handling
  • Function’s web page maintenance
  • Planning and co-ordination of admin activities
  • Excellent knowledge of SAP Business Objects
  • Excellent knowledge of Office 365 tools and report generation
  • KPI generation & dashboard - Excel & Tools
  • Inventory Asset management of HW, laptops etc
  • Support tasks to planning function in terms of data collection for KPI reporting and tools handling
  • Function’s web page maintenance - Portals
  • Capex Management
  • Team events
  • CoDe
  • General Scripting & User Interface knowledge for KPI & Dashboard reporting
  • General Customer business & protocol understanding

Manager, Business Support & Operations Resume Examples & Samples

  • Lead, develop and motivate 10 salaried and 20 hourly Cast Members within the Department
  • Oversee all aspects of Business Support & Operations, including Travel Account Operations, Dining, Cruise Activities, In Room Gifts & Amenities and AbD Operations
  • Develop & maintain strong relationships with both Shoreside & Shipboard partners
  • Manage the Travel Account Operations Department conducting procedural audits, journal entries, reconciliations and knowledgeable of PCI compliance, Sarbanes-Oxley and Segregation of Duties processes
  • Manage operational procedures to ensure timely processing of all Guest & Travel Agent financial transactions
  • Manage both the Travel Agent and Guest databases in the appropriate systems
  • Responsible for all dining assignments, fleet-wide
  • Responsible for the administration of all pre-reserved inventory for all Cruise Activities, fleet-wide
  • Oversee the inventory, logistics, warehousing, distribution and sales of DCL Gifts and Amenities
  • Responsible for the inventory management, pricing adjustments, and all product builds in Seaware as required to maintain Adventures by Disney operation
  • Drive system enhancements and testing efforts for Disney Cruise Line and Adventures by Disney
  • Solid oral and written communication skills including the ability to create executive presentations
  • Ability to influence change and create effective partnerships
  • Ability to work a flexible schedule, including weekends, evenings and holidays
  • Decisive with the courage to influence thinking at all levels
  • Work with a high level of attention to detail with excellent follow-up skills
  • Ability to be a self-starter with minimal supervision or follow-up
  • Ability to work well in a fast-paced environment, successfully meeting deadlines
  • Proficient in SeaWare, Business Objects, SAP, Microsoft Office applications
  • Proven proficiencies in Financial Planning & Analysis, Management Accounting, Audit & Review, Staff Management and Regulation Compliance

Public Sector Support Operations Director Resume Examples & Samples

  • Internal and external reporting
  • People and organization structures
  • Performance management
  • Cash flow optimization and the use of capital
  • Building and maintaining cost-effective controls
  • Developing and sustaining deep client relationships using networking, negotiation and persuasion skills to identify and sell potential new service opportunities
  • Preparing and presenting complex written and verbal materials
  • Defining resource requirements, project workflow, budgets, billing and collections

Business Analyst, Support Operations Resume Examples & Samples

  • Pro-actively monitor production support systems to identify areas for improvement
  • Maintain dashboard of reports for Support management team and develop ad-hoc reports as needed
  • Ensure operation process and procedures for support systems are well documented
  • Building strong relationships with internal stakeholders and external partners
  • Management responsibility for a technical writer whose goal is to increase self-help resources for both Infoblox customers and employees
  • Publish content to the customer portal

IT Support & Operations Technician Resume Examples & Samples

  • Minimum 1 year experience with customer service in a corporate/business environment
  • Experience working with customers on technical challenges
  • High School diploma or GED with some technical training or equivalent experience
  • Knowledge of Personal Computer (PC) hardware and software (Microsoft OS and applications), and LAN/WAN
  • Must be willing to accept available shift assignment based on TAC hours of operation

Seller Support Operations Manager Resume Examples & Samples

  • 3 - 5+ years successful experience in Operations
  • Proven ability to create & sustain high performing teams
  • Developing and implementing new strategies and procedures that drive our seller experience
  • The ability to interpret reporting and analysis to drive operational and seller solutions
  • Project Management experience

Mortgage Client Support Operations Manager Resume Examples & Samples

  • Manage a team of Mortgage Client Support Team (phone based and operations staff) who take/make calls to brokers, staff and customers
  • Manage the collation of any systemic issues, manage resolution and escalate for resolution as required
  • Manage any mortgages retention activities that are completed within the team
  • Manage Call Calibration for Retention calls with Operations Quality Assurance and Control (Manilla)Manager the Broker Assist phone line and related processes
  • Manage the proactive follow up of any items received via group email boxes or queues which are managed within team
  • Manage the Broker Software Audit Process including accreditation queries/password resets from Brokers & BDM’s
  • Manage Product & Policy exceptions including escalations
  • Assist with complex scenarios including escalations to The National Head of Credit
  • Manager the submission/checking of changes to living expenses for approval from the National Head of Mortgage Distribution
  • Ensure proactive communication to all areas within Retail Banking that have raised issues and concerns
  • Work with Strategy and Planning to ensure adequate reporting is put in place to keep staff informed of progress of issues and any escalations
  • Develop and review service levels with key internal stakeholders and ensure adherence to these measures
  • Escalation of issues as required to ensure queries are acted upon within suitable timeframes
  • Lead a team who provide SME support and guidance to front line sales and service staff within Retail Banking
  • Complaints management and resolution
  • Manage the identification of root cause of systemic issues and provide to the Service Delivery Managers for review of processes
  • Act as a point of contact for escalations from Mortgage Sales & Distribution Staff
  • Continual review of how processes can be optimized
  • Responsible for cross-skilling staff within team to ensure all staff can assist with all product issues to ensure this unit is scalable as Retail Banking continues to grow

Director of Sales Support & Operations Resume Examples & Samples

  • Develop world-class sales support function that enables the sales to grow
  • Resolving deviations of data and / or information between mutual agreements and schedules
  • Ensure smooth cooperation between departments
  • Set up, implement, and adapt SLAs
  • College education
  • Technology-savvy (exceptional understanding of relevant technology tools
  • Native English. Spanish fluency is an added value
  • Global premium brand
  • Purpose driven company
  • Growth company
  • Growing organisation

Support Operations Integrated Specialist Resume Examples & Samples

  • Coordination and completion of the denial process, interfacing with clinical advisors and physician reviewers to ensure timely completion of denials
  • Coordination of physician review scheduling including gathering of clinical information, scheduling appointments, tracking internal process to ensure a timely completion of physician reviews. This also includes gathering data for report purposes
  • Coordination and completion of internal and external file preparation for audits. This includes NCQA, URAC, CMS and other audits
  • Coordination of day to day administrative processes between Behavioral Health Clinician Advisors related to treatment review forms/ certification requests received through facsimile, mail or e-mail to ensure compliance with all URAC and state-specific DOI regulations
  • Review of incoming treatment forms and provides reviewing Clinicians with data regarding current availability of benefits, certification and claims history; track, trend, and report treatment plan review activity weekly to clinical management
  • Determine the needs of callers who are transferred through the provider queue and make appropriate and timely referrals to providers who request such on member’s behalf
  • Assist members transferred through the patient queue to obtain a listing of in-network providers and the set up initial certifications for routine outpatient therapy and medication management sessions
  • Assist Mental Health associates with work related questions and concerns pertaining to, but not limited to claim questions and benefit related questions and provider relation issues
  • Coordinate communication between provider’s office and members inquiring mental health related benefits
  • Assist mental health providers with online registration pertaining to their accounts
  • Keep records of customer interactions, recording detail of inquiries, complaints or comments and actions taken
  • Confer with customers via telephone to provide information about products and services
  • Assist with new hire training including gathering information regarding job duties, assisting with shadowing/side by sides
  • Achieve specific call targets to include quality, average handle time and overall customer service satisfaction
  • Document inquiries to appropriate departments/leads for escalation calls
  • Hours for this role are Tuesday-Friday from 10-6:30 p.m. & Saturday 10-6:30 p.m. CST (Saturday hours are flexible)
  • Proficiency in all Microsoft Office applications, including Word and Excel
  • Ability to juggle multiple tasks at once
  • Ability to exercise sound judgment and engage in ethical behavior
  • Minimum of one (1) year of managed care experience or related behavioral health care experience
  • Familiarity with medical terminology and/or ICD-9 codes

Spec-rep Support / Operations Resume Examples & Samples

  • Documents quality issues, performance measures and quality improvements for management review as required
  • General maintenance of accounts as required
  • Minimum Experience Required: N/A
  • Licenses/Certifications Required/Preferred: N/A

DPS Windows Support & Operations Lead-telecommuter Resume Examples & Samples

  • Help implement continuous improvement initiatives
  • Task Manager Oversight of one of the following tasks for a 3 week rotation
  • Tickets & Degraded
  • Service Requests
  • Diskspace 3
  • Metrics
  • On-call reports monitoring and proper follow up
  • Ticket metrics for closure and customer satisfaction
  • Ticket Escalations
  • Help with vendor issues
  • Engage Problem management, Delivery Services and other teams as needed for Incident Resolution
  • Maintain active communication with Co Task Managers to streamline cross team work i.e. incident ticket re-assignments, ticket issues, service requests, and ISSO data integrity
  • Maintain active working relationships with other DPS managers and teams to ensure streamlined processes and continuous improvement
  • 5+ years of Systems Development experience
  • 5+ years of Supporting/Maintaining Operations Systems

Developer Support Operations Analyst Resume Examples & Samples

  • 1+ years of experience in development with Microsoft Technologies
  • 1+ years of front-end development
  • 1+ years of back-end development
  • 1+ years of experience in T-SQL development
  • Knowledgeable in database normalization
  • 1+ years of development in an agile environment
  • Experience in Restful API development and delivery
  • Experience with Angular JS
  • Experience with Kendo UI
  • Ability to troubleshoot effectively and quickly
  • Experience scripting with windows powershell
  • Effective Communication style
  • Ability to learn quickly

Customer Support Operations Manager Resume Examples & Samples

  • Responsible for the overall operational performance of, and daily communication with their assigned outsourced sites (contact volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, staffing, client/project content changes, etc.)
  • Oversee all aspects of people management within global outsourced contact centers and Fitbit Customer Support team including: recruitment, selection, training, performance management, coaching and motivation
  • Lead and participate in cross-functional projects within Fitbit and/or with our outsourced partners
  • 2+ years’ experience in customer service role, ideally, managing contact center vendors in a B2C environment
  • Solid knowledge of Salesforce, Excel and Tableau
  • Project Management experience a plus
  • Travel internationally required monthly

Senior Sales Support Operations Analyst Resume Examples & Samples

  • Promotes and enforces data governance best practices
  • Manages data standards documentation and ensures alignment with defined data standards
  • Communicates business definitions and requirements with appropriate stakeholders and business users
  • Assists in triage activities for incoming requests and acts as key point of contact for tracking and assuring resolution of data issues
  • Works with Data Governance team and business leads to review/escalate data governance related issues and risks, and facilitates development of SOPs and SLAs
  • Assists with architecture, design, development, integration, performance tuning, rollout, support and optimization of internal customer’s implementation of data integration tools
  • Mentors internal customer's staff members in the use of tools and best practices
  • Excellent critical thinking and analytical skills
  • Detail oriented with exceptional organizational skills
  • Ability to analyze, translate and document business requirements into technical requirements
  • Superior listening, speaking and writing skills
  • Self-directed with the ability to manage simultaneous engagements with minimal supervision
  • Ability to multi-task, prioritize and manage short-term/long-term projects
  • Work with little supervision on a day-to-day basis
  • Sense of urgency and ability to set and then meet expectations
  • Desire to learn and develop new tools to improve business efficiency and data integrity
  • Professional confidence to deliver the right answer based on expertise
  • Business process focused – experience in Sales, Services, or Order Management required
  • Adept with creating presentations and reports in Microsoft PowerPoint, Excel and Word
  • 1-2 years of experience with data analysis required
  • 2-4 years working with Customer, Product, Asset, or Entitlement data preferred
  • Basic knowledge of data governance principles required
  • Experience with ETL tools, SQL, data quality, and/or data profiling preferred
  • High Tech industry experience (hardware/storage preferred)
  • Business and/or IS/Computer Science Bachelor's degree preferred

Manager, Technical Support Operations Resume Examples & Samples

  • In consultation with superior and subordinate supervisory personnel, develops short- and long- term goals and plans for area(s) of responsibility
  • Develops, secures approval of, and administers an operating budget for attainment of agreed upon goals in accordance with approved plans
  • Formulates policy and operational strategy for Technical Support Operations and secures appropriate approvals as needed. Develops and administers procedures necessary to implement approved policy and provides the overall direction necessary to ensure the delivery of efficient and effective area services
  • Hires, develops, evaluates, and (when necessary) disciplines and discharges subordinates personnel or makes authoritative recommendations in such matter
  • Works with appropriate members of the Technical Support team to develop function-specific orientation and training programs for area personnel
  • Establishes standards for effective job performance and evaluates subordinates according to such standards. Delegates these responsibilities to supervisory personnel as appropriate
  • Responsible for the development and maintenance of an effective organization for area(s) of responsibility, including: a) efficient work flow patterns; b) established performance standards; c) effective delineation of duties and responsibilities; d) suitable staffing levels; e) appropriate supervision; and f) systems for timely communication of pertinent information
  • Works with the appropriate members of the established Quality Assurance (QA) team to establish technical support specific QA guidelines
  • Works over time to revise those guidelines and ensure calibration among reviewers
  • Ensures that those standards are well understood and followed by members of technical support operations
  • Acts as a primary operational point of contact for any escalations which may emerge from customers, clients, etc
  • Participates on committees and in programs for safety, fire prevention, disaster recovery and so forth. Ensures the development of specific plans for inclusion in these programs
  • Serves as liaison with other organizational components; establishes and maintains the working rapport necessary to develop cooperation and effectively integrate area services into the company’s overall business fulfillment system
  • Receives and investigates all complaints concerning his or her area(s) of responsibility and its personnel; determines veracity of such and (as necessary) takes corrective or disciplinary action and/or prepares reply
  • Responsible 5-6 direct Supervisors within the Technical Support group, with oversight to 100+ Technical Support Analysts
  • Feedback into the budget management process
  • Expense management within a defined budget
  • Three to five years of progressively responsible experience in Technical Support operational delivery
  • Strong technical support operational metrics and analytics knowledge
  • Significant experience hiring and developing technical support staff
  • Familiarity with relevant Human resource policies and procedures; area-specific policies and procedures; high level of technical prowess, superior communication skills
  • 3+ years in a Manager level role within a dynamic technical support organization – ideally leading teams of >50 support staff
  • Experience with creating, delivering, or coordinating the delivery and creation of technical training
  • Strong familiarity with a wide range of technology such as mobile devices (iOS, Android), tablets, PCs, Microsoft Windows, Connected Home technologies, Home Automation, Home Audio / Video, wearable technology, etc
  • Experience collaborating with, or remotely managing, technical and management staff in a geographically distributed technical support organization
  • Familiarity with various technology support / contact center technologies such as Computer Telephony Integration (CTI), Workforce Management (WFM), Call Recording / Screen Capture, Remote Support / Connection tools, Customer Portals, CRM technologies, etc

Lead Support / Operations Resume Examples & Samples

  • Allocate work amongst processing team(s) to ensure daily, weekly and monthly service level expectations are being attained
  • Subject matter expert on operational policies and procedures with main focus on overall transfer process, including ACATs, ACAT Fails, Mutual Funds and/or Non-ACATs
  • Must have the ability to communicate complex issues both in-writing and verbally to management and internal/external vendors and customers
  • Ensures proper application of and compliance with internal and regulatory standards, guidelines and procedures
  • Participation in various projects and/or assignments as required

Humint Support, Operations Resume Examples & Samples

  • Provide the full range of operational, administrative and support activities to identify and pursue innovative approaches on BW targets. Establish and maintain relationships with IC counterparts and/or law enforcement
  • Ability to analyze, problem solve, and multi-task in a high pressure environment
  • Strong interpersonal and communication (oral and written) skills
  • Ability to interact and liaise with different USG agencies at various levels
  • Experience with regulations governing full range of HUMINT operational activities
  • Experience with sensitive HUMINT capabilities, methodologies, and utilization of them
  • Experience preparing cables on Sponsor IT system
  • Demonstrated experience with operational risk assessment and mitigation
  • Minimum of 5 years’ experience with at least 3 permanent overseas tours providing supporting to intelligence collection operations
  • FTC or MOTC certified, or FBI equivalent
  • Experience working counter-proliferation or counter-terrorist intelligence issues on BW and BW-related target sets
  • Typically requires bachelor’s degree or equivalent and 10-12 years of related experience

Commercial Support Operations Manager Resume Examples & Samples

  • Responsible for managing, coaching and developing the team. Talent management is aided by the use of a call tracking database
  • Reviews all Wholesale Articles prior to their publication. May also write articles for publication when submitted by people outside of Wholesale Banking. Reviews Retail Articles to see if any changes need to be communicated to CCS
  • Manager is on all crisis communication teams representing CCS (WCCM – Wholesale Customer Communication & Impact Mitigation and SCCIM – Single Customer Communication & Impact Mitigation), sending out Service Alerts as needed
  • Attends meetings to review upcoming changes to SinglePoint and other TM Products to understand the potential impact of the changes to customers
  • Collaborates with TM Product Managers, Product Operations groups and the CCS Trainer to review and sometimes write servicing scenarios and procedures for the CCS Online Reference Database to be used in product training
  • Works with Product 2nd and 3rd Level Support groups to address training issues and review procedures. Attends monthly meetings where processes and issues are discussed
  • Involved in monitoring the Hogan Release changes to identify and communicate changes that will impact CCS or Wholesale Banking
  • Commercial Support team provides external customer service support for pilot customers when product is new so servicing scenarios can be documented in OLR and training for CCS is established prior to general rollout. Manger works with Product, Operations, and 2nd & 3rd Level Support groups to establish procedures
  • Bachelor’s degree, or equivalent work experience
  • Five or more years of TM Product and/or customer service experience
  • Two or more years of supervisory/management experience
  • Proven commitment to high quality customer service and demonstrated leadership skills
  • Excellent interpersonal, written and verbal communication skills, paired with a professional telephone demeanor, solid problem solving, negotiation and conflict resolution skills
  • Demonstrated knowledge of Commercial banking products (including all Treasury Management Products) and services offered by U.S. Bank
  • Excellent knowledge of contemporary contact center systems and procedures
  • A dynamic demeanor is an asset as this role interfaces with many other departments and business lines. Outstanding follow-up is a necessary skillset

Senior Manager Enterprise Application Support & Operations Resume Examples & Samples

  • Responsible for overall Level 2 Production Support for the business process within SAP’s Ecosystem
  • Manage all ongoing support requirements of the SAP environment. Ensure all issues and technical requirements are resolved in a timely manner, while maintaining superior customer satisfaction
  • Lead continual efforts to monitor and improve SAP system performance, availability, and end-user experience
  • Support and provide guidance to teams in Infrastructure and Data Center on SAP best practice
  • Delivery of support services (incident resolution, service request fulfillment, enhancement delivery, etc.) against Service Level Agreements (SLAs) and/or Key Performance Indicators (KPIs)
  • Review proposed changes to identify opportunities for reuse and process improvement
  • Manage vendors that contribute to the overall SAP infrastructure, including managing escalations to SAP or others as appropriate

Manager, Support Operations Resume Examples & Samples

  • Oversees all daily activity of the support groups – Materials Management and Sterilization Services – serving primarily the Media Manufacturing Team as well as the entire site
  • Preps materials, sets-up, cleans or directs the cleaning for all shifts for Media Operations
  • Provides services to entire site – cleaning, autoclaving, depyrogenation
  • Responsible for all materials for Media: ordering, cycle counts, SAP process order inputs and outputs
  • Responsible for department equipment – operation of washers, autoclaves, ovens
  • Resolves problems/ utilizes Operational Excellence tools to improve processes

Global Securities Operations Loan Trade Support Operations Specialist Resume Examples & Samples

  • Provide approval/validation of loan documentation for accurate trade settlements
  • Validation of loan commitments, interest payments, and fee payments
  • Manage team of associates to ensure accurate processing of end to end processes
  • Approve fundings/wire instructions while attending to dual controls
  • Manage operational risk
  • Previous experience with secondary loan trading

Senior Manager Sales Support Operations Manager Resume Examples & Samples

  • Review strategic business cases with the VP GEO Sales Ops on behalf of the RVP
  • Minimum 8 years’ experience in Sales Operation function, preferably 5+ years’ experience in leading the Sales Operations function in a global high technology company
  • Business or accounting degree required
  • Proven ability to translate high level company and sales goals and objectives into a strategic Sales Ops operating model
  • Experience and understanding of sales methodology and best practices of a high performing field sales organisation
  • Experience with Salesforce preferred
  • Advanced MS Office skills (Outlook and Excel minimum)
  • Substantial understanding and knowledge of
  • Forecasting, opportunity and pipeline management
  • Market trends
  • Experience in leading and motivating a high-performance team to align with new or different sales initiatives
  • Deep understanding of the sales cycle and customer purchase drivers
  • Experience in customer and partner direct (face to face) interactions in sales or sales operations functions
  • Financial analytical and decision making skills and conversant with financial modelling, business indicators, financing solutions and financial trends
  • Exceptional communication skills including ability to communicate new concepts when interfacing with business and sale leaders, while maintaining their respect and confidence
  • Demonstrates a structured, planned and proactive approach and effectively manages many priorities across the organisation and adjusts as priorities change
  • Strong at building and managing relationships, both internally (working successfully within the matrix) and externally (working with key partners and customers), and engaging others (e.g. at Global or Hitachi Ltd level) to ensure success
  • Skilled at developing and implementing clear and consistent processes, models and tools
  • A strong sense of urgency and ability to work in a fast-paced environment

Cubixx Support Operations Resume Examples & Samples

  • Participates in build-out, testing, and packaging of Cubixx hardware
  • Works in computer system software applications to maintain hardware records, create, edit support cases, troubleshoot hardware and software issues, and otherwise support Cubixx customer issues and requests
  • Engage in professional and successful email, phone, text and other dialogue with external entities such as customers, vendors, and resources
  • If a fully automated, PkMS enabled environment must be able to utilize the functions of the warehouse management system in order to perform daily tasks
  • Verifies merchandise received against receiving documents, notes and reports discrepancies and any obvious damages
  • Stocks shelves with various types of merchandise
  • Rotates stock based on designated stocking policies last
  • Prepares orders for shipment by pulling items from shelves and placing them in totes to be packed and sent to customers
  • Processes and performs data entry of returns, also returns merchandise to proper shelf in the warehouse
  • Performs daily counting and researching of discrepancies
  • Assists with inventory procedures as requested
  • Maintains a clean work area to help ensure that merchandise remains clean and to help prevent work related injuries
  • Complies with all appropriate policies, procedures, safety rules and regulations
  • Must be able to work overtime when necessary and participate in physical inventory
  • Have a good overall understanding of warehouse workflow and can work with minimal guidance
  • May perform warehouse-related tasks in a refrigerated environment for entire shift.Primary duties include controlled substance stocking, replenishment and order fulfillment; inbound receiving, and customer and vendor returns
  • Ability to read and understand the English language for the purpose of comparing and reading product descriptions, names and shelf labels
  • Ability to operate Cubixx Solutions software,, and other software system resources for recordkeeping and customer support
  • Ability to maintain confidentiality and use appropriate judgment
  • Ability to work well under pressure and time sensitive situations
  • Ability to engage in professional dialogue with Cubixx customers, vendors and resources to further Cubixx business
  • Must possess basic mathematical skills
  • Strong organizational skills; detail oriented
  • Basic computer knowledge preferred
  • Ability to operate equipment at high levels (20’-40’) such as reach truck, picker machine, forklift, etc
  • Must be a team player and demonstrate effective communication and problem solving skills

Business Support Operations Manager Resume Examples & Samples

  • Secure application of procedures, working methods and legislation for handling material (50%)
  • Guarantee availability and regular flow of handling material through operations, sales and purchases within predefined network, by forecasting needs at all business units (15%)
  • Secure operational optimization and quality in his/her area while striving for permanent cost reduction through the management of all handling material issues and permanent evaluation, correction and development (10%)
  • Build and implement the area business plan/action plan alongside the global HM strategy and recent market developments (20%)
  • Act as speaking partner for handling material with all other actors involved (5%)
  • Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers
  • Travel: 15%
  • Bachelor Degree in Logistics, Economics or equivalent working experience
  • 2-3 years’ experience from the IKEA Supply Chain with proven performance
  • 3-5 years of experience in project management with proven performance
  • Language Skills: Fluent in English, both written and verbal
  • Strong analytical and project management skills
  • Knowledge of laws are regulations defined by countries for handling materials within the assigned area
  • Knowledge of the external handling material market within assigned area
  • Microsoft office proficiency
  • Knowledge of local fire regulations for the storage of handling material at our business unit
  • Knowledge of forecasting, auditing, project management

Customer Support Operations Manager Resume Examples & Samples

  • Knowledgeable of Catalina (or similar) products and offerings
  • Expertise in call center operational metrics
  • Technology savvy to identify opportunities for automation
  • Experience working with Remedyforce or Salesforce
  • ITIL Certification
  • Technical Writing

Master Sales Support Operations Analyst Resume Examples & Samples

  • Drive and manage
  • Reporting to assist with forecasting pipeline and revenue stream management - to achieve quarterly and yearly goals at the country, district, team and account levels
  • Reporting and adherence to VSOE compliance requirements
  • SOWs tracking from the PCCS who generate the SOWs for the SSRs, through the entire contract process. This includes being the primary interface with the delivery/finance/operations teams and ensure a streamlined and seamless process once the SOWs are signed, countersigned and fully executed
  • Bid Desk Tasks (eg: submissions for approvals, SOW requests, records management, data entry, assist with limited pricing and discounting functions, proactive management to ensure all annuity-based opportunities are refreshed or renewed on time
  • Price loading on quotes
  • Build strong relationships with sales, delivery and support stakeholders in assigned Districts of responsibility
  • Collaborate with Finance leadership to determine appropriate financial modeling to illustrate team’s expected financial results
  • Establish and fine tune processes to achieve continued and expanded service relationships with our existing client base
  • Collaborate with operations and assist with the streamlining of systems and processes to further enhance automation and efficiency
  • Grow and leverage internal relationships with cross-functional teams and partners
  • CMA accreditation, Bachelor's degree in Business Administration with a concentration in Accounting or Finance or a combination of education and experience
  • 5+ years’ experience in service sales support -related roles; business analyst, sales support, contract negotiations, pricing specialist, etc
  • The ideal candidate will have a proven track record in “As a Service” technology and solution-based sales with exceptional communication skills. (4-6 years business support experience)
  • Proven ability to work in a matrix driven organization and build strong relationships
  • Proven ability to use financial/quantitative data in decision making and recommendations
  • Proven analytical reasoning, creativity, conceptual ability, critical thinking and judgment skills
  • Ability to see the big picture and plan accordingly, yet detailed enough to handle the day-to- day Sales/delivery/support team interactions
  • Additional skills: project management, negotiation, change management

Student Support Operations Manager Resume Examples & Samples

  • Work with leaders in each vertical to proactively identify and troubleshoot problem areas that typically occur around retention and student satisfaction. Implement strategies to positively impact key metrics (i.e. graduation rates, student satisfaction, student retention goals, and credit generation) by ensuring programs are launched with best practices in place
  • Understand business process and structure and be able to communicate those processes clearly to both internal team and University Partners
  • Ensure successful and timely implementation of key 2U systems such as Salesforce, LMS, Port Authority, etc. to ensure successful student learning and service experience
  • Act as liaison with GM, Program Ops, technology, content, and other post enrollment services teams and provides guidance and assessment of critical situations and determines when escalation is required
  • Create and implement efficiencies across the department which will enable programs and teams to scale quickly
  • Help to drive the overall management of student support process from enrollment through graduation in partnership with Universities to ensure that program is ready to be handed off to program vertical
  • Ensure that each new program is setup to best manage student attrition through providing proactive, reactive, comprehensive and exceptional customer service
  • Handle additional operational and administrative tasks as needed

Seller Support Operations Manager Resume Examples & Samples

  • 5+ years successful experience in Operations
  • Developing and implementing new strategies and procedures that drive our Vendor experience
  • The ability to interpret reporting and analysis to drive operational and Vendor solutions

Advanced Trading Systems Support & Operations Resume Examples & Samples

  • Trading Support Experience
  • Shell/Python Scripting skills to automate operations and build monitoring tools
  • Working experience in the Linux environment
  • An undergraduate degree in Computer Science, Mathematics, Physics or Engineering

Support Operations Lead Resume Examples & Samples

  • Maintain a high level of customer-focus to ensure customer satisfaction
  • Act as a point of contact for customer and internal escalations
  • Interact with support associates, customers, or company leadership team members for matters that require cross-departmental collaboration
  • Follow processes and operational policies in selecting methods and techniques for obtaining solutions
  • Support forecasting, workforce, and capacity planning
  • Help with regular operational reporting
  • Assist with the development, articulation, and deployment of operational initiatives to improve the support delivery and move to operational efficiency
  • Provide input to improvement programs to develop global support process and procedures as part of the support leadership team across global centres
  • Interface with sales, services, engineering, product management, and support management when necessary to prioritize customer requests
  • Previous commercial experience in a customer service or technical support environment within a technology-oriented company or department
  • Proven ability to learn and apply new skills and processes rapidly as well as coach and mentor others around them
  • Demonstrated experience in a leadership team with customer focus and service orientation
  • Solid troubleshooting skills and a passion for problem solving and investigation
  • Ability to handle multiple tasks, prioritize, and work under pressure
  • Knowledge of GNU or Linux, cloud-based technologies and products; knowledge of Red Hat OpenStack Platform is an advantage
  • Ability to work in process-based environments as well as in contexts where consultation with colleagues, taking initiative, and making judgement calls is necessary
  • Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
  • Knowledge of support systems and tools is a plus
  • Appreciation of and passion for open source software would is an advantage

Loan Trade Support Operations Analyst Resume Examples & Samples

  • Validation of loan closing documents and pricing / funding memos
  • Ensuring loan accounting and trading systems are accurately and timely reflected
  • Report / breaks monitoring, research and reconciliations
  • Self-motivated and able to work unsupervised
  • Previous experience within secondary loan trading is desirable but not necessary
  • Knowledge of Operational Risk

Support Operations Specialist Resume Examples & Samples

  • Provide support assistance during day to day business hours as well as be able to provide after-hours/on-call support coverage 24/7 (including weekends and holidays)
  • Manage incoming technical and operational support requests from users and internal teams, while also ensuring tickets are responded to within our specified Service Level Agreements. Categorize, prioritize, and assign support tickets to the appropriate internal groups while also providing feedback to the user as needed
  • Working within various production platforms that are part of our evolving technology stack; Content Management System, Video CMS, Amazon EC2, Content Distribution Network (Akamai) and other online web applications.”
  • Basic operations and troubleshooting via a UNIX console, as needed
  • Closely working with our editorial team(s) in various regions, while troubleshooting in realtime to provide timely resolutions, as well as updating tickets accordingly, and providing any necessary communications to our various teams
  • Creating and analyzing production ticket reports to identify trends while working with other teams to create solutions, optimize, and alleviate potential and possible root causes
  • Documenting “How to guides” and performing any necessary knowledge sharing sessions with our team(s)
  • Maintaining a calm composure while simultaneously being able to help stakeholders during possible high pressure situations (breaking news, technical outages, etc)
  • Performing day to day operational tasks while also providing any necessary user support for our various systems
  • Ability to work, coordinate, and assist with our internal development teams, cross market editors, and various 3rd party vendors as needed
  • 5 to 7 years of experience in supporting production systems (digital)
  • Have a general knowledge of various troubleshooting tools; Virtual machines, screen sharing applications, Charles debugging proxy, Web Browser Developer toolbars, and various other web testing utilities
  • Have a solid knowledge of all major web browsers (Chrome, IE, Firefox, and Safari), as well as have good understanding of various web programming languages and technologies, these should include but aren't limited to; HTML, CSS, Javascript, Java, XML/RSS feeds, JSON & JSON formatting, API's, and Unix
  • Quick learner, self motivated and a self-starter
  • Ability to work in fast paced environment while maintaining his/her calm
  • Have Bachelor’s degree

Support Operations Manager Resume Examples & Samples

  • Project Management experience of 3 to 5 years relevant experience creating and managing projects through to completion
  • Support, customer experience or customer success domain knowledge is highly desired
  • Experience developing reports, dashboard and presenting analytical results as actionable information for stakeholders
  • Demonstrated experience working independently on multiple projects
  • Advanced excel experience including work with pivot tables and charts
  • Proficiency with Microsoft Project or equivalent project management application
  • Technical or analytic degree is strongly preferred.    

Analyst, Support Operations Resume Examples & Samples

  • Support and advise Product Management, Marketing and Special Costing departments in order to understand and operationally execute partner and internal objectives in order to maximize the profitability of partner funding programs and the accuracy of internal financial projections
  • Review and analyze the terms and conditions of various supplier funding programs
  • Coordinate and review the implementation of partner funding programs to ensure the completeness and accuracy of the funding as recorded in the general ledger
  • Identify and research incorrect or incomplete data within SAP relating to the set up and reporting of data relating to partner funding
  • Proactively claim, collect, reconcile and document the status of partner receivable balances
  • Establish and cultivate relationships with Avnet’s partners to drive timely resolution of outstanding receivables
  • Drive the month end Support Operations / Co-Op accounting close and reporting process through coordination with functional business department owners and other finance personnel
  • Apply the principles of generally accepted accounting principles to properly record and recognize partner funding, depending upon the program
  • Efficiently prepare and document supplier funding related journal entries and reconciliations, which affect cost of goods sold and receivables
  • Assist with internal and external audit requests related to responsibilities
  • Identify and drive continuous process improvement efforts
  • Various ad-hoc reporting and special projects as assigned

Wholesale Credit Support Operations Manager Resume Examples & Samples

  • Ensures that designated WCS site is adequately staffed and that all personnel are trained
  • Manages the operations activities for the WCS site by planning and scheduling departmental activities, allocating the workload, and coordinating with related departments to ensure that operational schedules are met
  • Reviews and recommends new methods and procedures to make daily operations in the designated WCS site (and other WCS sites) more efficient and consistent
  • Participates in the development and enhancement of equipment and/or training procedures or programs which will support products and/or services; may participate in project task forces or user groups to represent the department on training or system needs
  • Interfaces with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Follows up with resolution of problems to ensure timely response and customer service
  • Implements and monitors tracking and performance monitoring mechanisms. Provides reports to keep senior managers informed of operations activities; makes formal presentations to senior management as required
  • Maintains knowledge of all products and services offered in WCS. Keeps informed of new or changing developments, products, services or ideas which would affect operations
  • Develop, monitor and track business performance against goals for the designated WCS site and assigned business line user(s) or geographical areas. Ensures credit quality, risk, quality control and customer service goals are met
  • Plans, develops, implements and controls assigned organization and budget functions
  • Recommends hires, transfers, terminations, salary adjustments, performance standards and reviews. Approves employee time records, work assignments, vacations, sick pay, etc. Implements and executes employee relations policies, training programs and various other human resources programs and policies
  • Excellent interpersonal, verbal and written communication skills
  • Thorough knowledge of banking operations and human resources

Senior Director, Global Support Operations Resume Examples & Samples

  • Build and drive an operational strategy that meets the needs and requirements of the business and is aligned with global delivery teams
  • Be a strong advocate for Global Customer Services operations
  • Establish an energetic and empowered culture that attracts, motivates, and retains talent
  • Complete data analytics, operational reporting, and analysis
  • Enforce established processes, create new process where appropriate
  • Measure and report on process quality
  • Drive operational improvements upstream through the use relationship building and high quality data
  • Manage Customer Support projects as needed
  • Provide professional development for all team members
  • Work across the organization to define, establish and support cross functional solutions
  • Establish strong working relationships with peers to drive customer-oriented solutions, which continually improve their support experience
  • BA/BS in Computer Science, Business or equivalent, MBA preferred
  • Experience with Enterprise Security products and services
  • Previous experience with using and the implementation of Case Management tools, Knowledge Management tools, Process Management tools, and ITIL or similar best practices
  • Ten (10) + years’ management experience leading a 24x7x365 enterprise technical support organization, international support experience, people management, IT operations, and revenue and expense management/responsibility

Digital & Devices Technical Support Operations Manager Resume Examples & Samples

  • Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions
  • Participate in wider customer service projects and initiatives. He/she will own providing optimal CS solutions for upcoming initiatives
  • Coordinate with Operations, Capacity Planning and Finance teams across the global CS team to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
  • Support local site management to optimize staffing requirements. Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA
  • Fully leverage existing technology, including global standardization of reporting
  • Display excellent written communication skills with an ability to transform data points into written explanations and is comfortable with a narrative style of business presentations
  • Carry out supervisory responsibilities in accordance with Amazon's policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
  • Manage the career growth and development of the CS team by driving focus on Amazon's Core Values. Play a critical role in building analytical depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model for these skills
  • Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
  • 2+ years’ experience in analysis required
  • 4+ years as a people manager with excellent people management skills
  • Analysis experience in Customer Service or Operations preferred
  • Operations Research or Capacity Planning experience strongly preferred
  • Some programming experience is a plus to automate tools whenever appropriate
  • Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
  • Experience utilizing SQL
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
  • Excellent speaking-listening-writing skills, attention to details, proactive self-starter
  • Ability to work successfully in a dynamic, ambiguous environment
  • Ability to meet tight deadlines and prioritize workloads
  • Ability to develop new ideas and creative solutions
  • Exceptional influencing and leadership skills

Intern, Sales Support Operations Resume Examples & Samples

  • Process & Tool:The focus is to support the sales line of business in ongoing and operating processes and tools driven by F4S which go through all sales cycle life in topics such as GTM, Sales planning, Demand Management, Sales Forecast, Deal Execution and Performance management. Understand relevant operations processes and support efficient execution, tool maintenance, and projects for improvements
  • Trusted Advisor: Build your business acumen and network. Deliver on expectations and with high quality to build credibility and drive discipline for future business partnering
  • Projects & Programs: Support Operations and Sales team and enable projects execution. Related tasks may include but are not limited to
  • Student currently enrolled in Business Administration, Marketing/Finance and/or Systems Engineering courses
  • English Level: Intermediate/Advance
  • Very good knowledge of Microsoft Office products is key (especially Excel and PowerPoint)

Help Desk / Support Operations Manager Resume Examples & Samples

  • Understanding application and business IT strategy that spans multiple technology platforms, preferably for a global network of professional services firms, including the understanding of requirements and practices associated with DevOps and Support; and,
  • Selecting and implementing workflow technologies for a complex portfolio of applications
  • Identifying trends and escalating issues to the appropriate contacts
  • Reporting and analyzing administrative, productivity, and operational data
  • Utilizing extensive technical and application expertise to resolve complex problems
  • Working in conjunction with multiple Application Support teams covering a variety of applications for Global Information
  • Collaborating with Infrastructure and Development IT resources to solve complex operational problems that arise; and,
  • Working across US and global IT organizations and offshore suppliers

Senior Analyst, Support Operations Resume Examples & Samples

  • Evaluate customer/technical support work processes to identify and document opportunities for improvement
  • Identify and document process pain points and gaps in best practices
  • Recommend process and system driven improvements such as automation, reporting and integration
  • Assess business impact of work process and technology improvements
  • Work with support managers to gather and prioritize business requirements for the Hologic support infrastructure
  • Collaborate and build strong partnerships with Service/CX leaders, corporate IS and B&SH Enablement teams
  • Assist with the testing of system enhancements, bug-fixes, upgrades and patches for technologies used by the Support teams – e.g. the CRM system and planned self-service website
  • Develop documentation and training content for Support team end users as part of the change management protocol for process and tool changes
  • Assist with the on-going development and maintenance of the planned self-service website by soliciting and using feedback from internal and external customers
  • Provide end-user support to external and internal customers on key support tools
  • Develop, maintain and publish departmental performance reports
  • Work closely with corporate IS team for infrastructure support and project implementation
  • Perform other duties and projects as assigned, to meet company and department objectives
  • Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures
  • Knowledge of customer support work processes and experience in improving and automating support processes
  • Excellent customer service, communication and interpersonal skills
  • Demonstrated track record and passion for understanding and addressing customer needs
  • Results driven and dedicated to delivering outstanding work
  • Strong knowledge of support tools such as CRM, knowledge management and ACD systems
  • Knowledge of reporting tools and their use to generate business reports from relational databases
  • Understanding of CRM database table structures and queries are required
  • Ability to work well across all levels within an organization
  • Proficiency in Microsoft Office products including Word, Excel, PowerPoint and Visio
  • A minimum of 10 years related job experience is required in a customer or technical support role for enablement technologies
  • At least 8 years of experience working with and supporting CRM systems for case and knowledge management
  • At least 6 years of experience in driving adoption and supporting a customer self-service website
  • Prior experience in working on the deployment of Salesforce Service Cloud
  • At least 4 years of experience in designing and developing performance reports for support management
  • Prior experience in supporting process improvements and automation for the following workflows

Business Support Operations, Volume Analyst Resume Examples & Samples

  • Remit Supplier settlements
  • Support Supplier reconciliation queries
  • Keep daily contact with Account Specialists and Country Offices
  • Support Accounting input (accruals)
  • Provide support during peer reviews, corporate audits and external audits
  • Take part in special projects and other tasks as assigned

Advanced Trading Systems Support & Operations Lead Resume Examples & Samples

  • Technical autonomy and innovation
  • Derivatives product knowledge
  • Shell/Python Scritping skills to automate operations and build monitoring tools
  • A passion for technology
  • Web development experience to build support and monitoring tools
  • Exceptional client relationship skills with a customer service-oriented attitude

Sales Support Operations Analyst Resume Examples & Samples

  • Support the Channel Partners on operational and strategic issues to drive revenue growth in focused market
  • Assist to drive PRM adoption (Partner SFDC) to maximize incremental sales effectiveness
  • Maintains good relationships and face-time with Channel Partners and Channel Partner Execs to understand their business needs and challenges
  • Drive forecast with partners
  • Be the point of contact for all channel incentives & promotions processes
  • Manage partner incentives & promotions end to end processes, budgeting, tracking and reporting, including partner communications and finance payout management
  • Build formal partner performance review processes, scorecards to be included into Quarterly Business Reviews (QBRs) and participate in QBRs with partners
  • Drive process and operation excellence in Incentives & Promotion
  • Work with channel sales leadership and channel ops group to facilitate proper growth of coverage of within channels
  • Track and analyse partners performance and provide timely feedback to ensure channel partners meet AOP
  • Facilitate partner on-boarding and work with in country channel resources to ensure partner competency is on track

Head of Core Ops-product Support Operations Resume Examples & Samples

  • Provide strong and visionary leadership to your team, enhance and develop a strong team culture of trust and commitment to impact
  • Define vision, set and communicate team and individual goals, and communicate strategy, tactics and behaviors required to achieve those goals
  • Incorporate feedback, priorities and input from other managers across PSO, product and operations to inform and define the team's roadmap
  • Become a trusted partner with Operations leaders to ideate, prioritize, develop and implement improvements to our products and the overall user experience
  • Be prepared to directly manage large projects and coordinate across all stakeholders (internal and external) as needed to ensure the right execution, communication and resources are in place to deliver the key milestones
  • Communicate effectively with cross-functional and Operations leadership to communicate updates on roadmap and projects. Ensure the right level of tracking and transparency on milestones
  • Lead development of, and manage, the Operations Product roadmap, including communication of dependencies. Anticipate, communicate, and help clear blocking issues
  • Identify trends and develop solutions to optimize team workflows and introduce new workflows to improve efficiency
  • Define clear business problems and experience pain points and prioritize solutions using data-driven analytics
  • Step in to help provide guidance to more technical members of team as needed
  • BA/BS or foreign equivalent
  • 8+ years of experience working in tech, consulting, or an operational capacity
  • 3+ years of people management experience
  • Must be a self-starter, motivated individual who works well under pressure in a fast paced environment
  • Demonstrated experience working with global or international operations across remote and matrixed teams
  • Organized, detail-oriented and able to work on multiple projects at a time
  • Ability to prioritize among conflicting demands
  • Problem-solving, critical thinking and analytical skills

UC Support Operations Manager Resume Examples & Samples

  • Manage a variety of day-to-day operations functions, which include quality customer service and technical calls, ensuring adherence to established corporate and departmental policies and procedures
  • Place the highest priority on providing quality telecommunications customer service by managing all the activities of assigned staff associated with meeting quality, performance, and service level goals as determined by assigned clients
  • Serve as a point of contact for escalated client calls and questions by staff ensuring to evaluate technical needs of the issue
  • Continually keep up-to-date on assigned business segment products and services, ensuring staff are kept up-to-date on new features and capabilities in order to provide quality client support
  • Recommend changes in procedures or best practices to supervisor to assist in meeting goals, objectives, and providing quality support
  • Perform analysis of call monitoring and feedback methods to determine effectiveness and assist with developing action plans to identify and resolve issues in a timely manner
  • Continually keep-up-to date on procedures for the evaluation and documentation of client calls, ensuring to update staff on any changes to federal and state teleservice industry rules and regulations
  • Provide input to training staff on effectiveness of training materials, gaps in training, new procedures, etc. to ensure department expectations are met
  • Partner with other departments to resolve customer service or technical support issues as necessary
  • Responsible for managing the day-to-day functions of the assigned business function (e.g., technical support, customer support, etc.), ensuring that services are performed accurately and in a timely manner while adhering to established corporate and departmental policies and procedures
  • Lead update meetings to convey known issues that could affect the products or services that are being provided to the client
  • Manage employee turnover, absenteeism, calling schedules, and performance measurements
  • Regularly review staffing levels ensuring they are sufficient for meeting performance goal expectations and are within budget constraints
  • Participate in the implementation of new processes and procedures ensuring that staff understands how the changes will affect them in their day-to-day operations
  • Identify Subject Matter Experts (SME) with the organization to assist with answering questions on procedures, best practices, products, etc. within the department to increase the quality of training and client experience
  • Within scope of responsibility, provide project leadership to assigned business functions and track the progress of the department’s initiatives and provide status updates to management
  • Escalate to management any issues that are outside the scope of responsibility and follow up on the matter until it is brought to resolution
  • Provide management with status reports concerning the overall activities of the assigned business function
  • Minimum four years of increasingly responsible experience in technical support operations or call center management required, preferably in a telecommunications or service provider environment
  • Minimum two years of supervisory experience required
  • Minimum two years of experience in an internet service provider or telecom support environment preferred

Technical Support Operations Resume Examples & Samples

  • Basic understanding of the fundamentals desktop administration, installations, upgrades, techniques, tools, materials, and equipment
  • Ability to lift items weighting up to 25-30 lbs
  • Passion for technology, 1-2 years experience with hardware and software troubleshooting, desire to learn
  • Windows 10 experience required

IT Analyst, Applications Support & Operations Resume Examples & Samples

  • Help drive efficiencies in relationships/agreements with external partners/vendors
  • Coordinate and interface with all VAST (Veritas Applications Services Team) business line managers and IT financial planners to plan and prioritize purchasing activities, develop metrics, key performance indicators and reports
  • Work with purchasing teams through the purchasing process, including submitting purchase requisitions, receiving, forecasting spend, and reporting
  • Enter, track and monitor accruals for all Application Team purchase requisitions & purchase orders for vendors, contingent staffing
  • Establish regular finance reporting VAST Tower Leads on a monthly, quarterly, and yearly basis
  • Take responsibility for keeping updated contract renewal tracking for VAST , in conjunction with purchasing and IT Business Operations
  • Support all VAST Teams regarding program needs for Sustain applications support
  • Coordinate finance and operational related VAST metrics reporting for service areas, including both manual and automated metrics collection and distribution
  • Provide input and coordination to all VAST teams regarding development of metrics and key performance indicators related to operations and projects
  • Facilitate VAST service teams to enable alignment with organizational goals
  • Evaluate overall performance by gathering, analyzing, and interpreting data & metrics to report key VAST KPI’s
  • Analyze financial information and adjust operational budgets to promote cost containment
  • Coordinate with the IT Operations manager internal management efforts such as headcount planning, business reviews and annual KPI management
  • Minimum 3+ year of progressive experience in analysis of business results
  • Advanced knowledge of Excel and Power Point
  • Ability to manage large volumes of data and present concise and clear recommendations of results
  • Ability to respond and prioritize effectively and meet deadlines in a fast-paced environment
  • Motivated individual with strong interpersonal skills and curiosity
  • Ability to express complex ideas to both technical and non-technical individuals at all levels in the organization
  • Strong organization and priority
  • Proven ability to take an organization through transformation change and demonstrate execution with continuous progress and improvements
  • Ability to work with senior managers and key stakeholders
  • BS/BA in business administration, information management, or relevant field

Senior Support Operations Incident Analyst Resume Examples & Samples

  • Management of major business impacting incidents primarily involving large scale infrastructure issues or high risk experience/application issues
  • Providing team coverage throughout extended hours of operation (and on-call)
  • Documenting Issues, updating issues log, following issues to completion, and escalating issues
  • Providing incident update communications to stakeholders with sensitivity and urgency
  • Participating in both technical conference bridges and business update calls
  • Presenting Incident Management data to Leadership team, concisely and effectively
  • Helping drive decision making for incident resolution and minimizing impact to the business
  • Producing management information, including KPIs and reports to show performance within the environment
  • Identifying stability trends and escalating them through the Problem Management process
  • Strong cross-technology background
  • Proven troubleshooting skills within a support environment
  • Knowledge of Contact Center and corporate toolsets for incident/problem
  • Experience in an enterprise Operations Center or Production Support environment
  • Experience with ITIL Incident and Problem Management
  • Experience with incident ticketing / tracking systems
  • Experience working in a large and complex operations environment
  • Experience with monitoring technologies
  • Exposure and familiarity with change, problem and release management

Senior Support Operations Analyst Resume Examples & Samples

  • Monitor/manage real-time and intra-day customer contact queue performance (Contacts Offered/Handled, Average Handle Time, Average Speed of Answer, etc.) and agent performance (Occupancy, Shrinkage, Schedule Adherence) in a fast-paced, global contact center environment
  • Assist in identifying issues that negatively impact customer/agent experiences, take corrective action, and work closely with partner teams to resolve
  • Perform as part of a team to update/manage agent staffing, contact center channels, and other contact center administrative actions
  • Work closely with Operations leadership and contact centers worldwide to drive business results
  • 3+ years’ operational experience, preferably in contact center operations
  • Working knowledge of contact center workforce management systems (Aspect eWFM, Nice IEX, etc.)
  • Working knowledge of contact center queue management systems (Avaya, Interactive Intelligence, etc.)
  • Industry knowledge and experience managing to contact center KPI’s (AHT, ABN, ASA, etc.)
  • Advanced MS Excel experience (advanced formulas, pivot tables/reporting, macros)
  • Ability to think and act in a fast paced environment, with a bias for action
  • Strong oral, written, and presentation communication skills

Centralized Operations Support Operations Manager Resume Examples & Samples

  • Minimum 3-5 years team management experience
  • Proven leadership in directing and engaging a team
  • Ability to analyze and resolve complex issues
  • Ability to Interpret and analyze reports to identify trends
  • Undergraduate College degree
  • Familiar with First and Secondary Mortgage Lending Guidelines
  • Home Loans Fulfillment Operations processing experience
  • SubWay, AS400, and ALS application familiarity
  • Ability to read and understand a Title Commitment, including lien positions and State specific document requirements