Customer Service & Operations Resume Sample
Trycia Waelchi
87851 Sven Mountain,
Phoenix,
AZ
+1 (555) 657 1945
Work Experience
Customer Service Operations Manager
01/2017
-
PRESENT
Houston, TX
- Develop employees’ skills by providing a clear understanding of performance expectations through coaching, mentoring, and accountability of staff
- Experience in home warranty, escrow or real estate sales required
- Order Acceptance and Order Entry
- Primary contact for accepting orders from trade customer
- Ensure adherence to Corporate Order Acceptance Policy, standard terms and condition and export administration requirement
- Ensure proper approvals for any non-standard or specially negotiated terms and conditions, and ensure supporting document is in order
- Enter and edit order, including change order, credit and rebill, in accordance to Keysight policies and processes
Customer Service & Operations
12/2009
-
12/2016
Phoenix, AZ
- Manage a Business of c 600 banking professionals in Mortgages Operations India along with delivering Global Transformation Projects and introducing new Technologies in Business like Robotics and Agile
- Managing and Transforming the Mortgage business in India (~40% of overall operations) by providing a faster Speed to Offer along with superior Services to the UK customers
- Developing and building relationships with key stakeholders across geographies to align with common strategies, deliverables and industry-wide practices
- Proactively assessing stakeholder expectations/needs and align delivery as per those requirements
- Operationalization of strategy – ensuring and managing costs within budgets and align revisions as per changes in the strategy
- Develop and sustain a robust client engagement model and provide informative & customized MIS (in particular separation of MIS per division). Influence the strategy around building the successful partnership
- Identify and anticipate our customers’ future needs. Simplify and streamline work and reduce complexity
B-customer Service Operations Support Assistant
08/2004
-
08/2009
Phoenix, AZ
- Follow-up and correct pricing or configuration issues
- Negotiate with Field/Customer and Division to establish committed delivery date
- Proactively manage order to meet committed delivery date and any special delivery requirement
- For non-credit customer, actively follow-up on letter of credit or cash-in-advance payment from customer, and ensure that any shipment out of division can be duly delivered to customer
- Ensure all order result in clear and payable invoice, and that invoice and revenue recognition is triggered in accordance to SAB101 rules
- Establish and maintain effective lines of communication with FE, management, business and cross-functional teams to resolve customer order related issues
- Insure Customers are proactively notified of changes in order status. Follow-up on outstanding issues, and take ownership for customer satisfaction in assigned area
- Solid Internal knowledge of Keysight
Education
Spalding University
1998 - 2003
Bachelor's Degree in Business
Professional Skills
- Inspiring Teams: Champion Airbnb’s Mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment
- Basic understanding and experience working with data warehousing and data quality as well as proven data analytical skills in a fast-paced organization
- An ongoing focus on developing your skills, both in respect of MS qualifications and soft skills
- Excellent telephone skills, including listening, demonstrating courtesy, empathy and accuracy
- Strong analytical and problem solving skills, along with sound judgment
- Relevant work experience in a role requiring application of analytic skills
- Excellent analytical, leadership, and problem-solving skills
How to write Customer Service & Operations Resume
Customer Service & Operations role is responsible for analytical, customer, leadership, excel, basic, organizational, telephony, microsoft, retail, finance.
To write great resume for customer service & operations job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service & Operations Resume
The section contact information is important in your customer service & operations resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Service & Operations Resume
The section work experience is an essential part of your customer service & operations resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer service & operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer service & operations position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Service & Operations resume experience can include:
- Strong communication and interpersonal skills ,good telephone skills
- Flexible personality, good prioritization skills
- Good coordination and planning skills are fundamental prerequisites
- Demonstrated skill in time management and a strong attention to detail
- Strong computer skills. Proficiency with Microsoft Excel and Outlook, and ability to learn new systems quickly
- Good IT skills and attention to detail
Education on a Customer Service & Operations Resume
Make sure to make education a priority on your customer service & operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service & operations experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Service & Operations Resume
When listing skills on your customer service & operations resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer service & operations skills:
- Strong attention to detail and accuracy with strong organizational skills including the ability to prioritize workload to meet deadlines
- Strong communication skills with the ability to effectively communicate with all levels of staff
- Very good communication, problem solving and cooperation skills
- Effectively lead the customer services and data integrity groups by supporting operational consistencies, effective change and performance management
- Strong leadership skills in the ability to motivate, coach and train staff
- Strong analytical ability, attention to detail, organizational and time management skills
List of Typical Experience For a Customer Service & Operations Resume
1
Experience For Customer Service Operations Manager Resume
- Excellent planning, organizational and time and project management skills. Excellent written and oral communication skills
- Articulate thoughts & display strong influencing skills to influence senior management
- Managing a team of customer service staff, trainers and proactive service staff in order to achieve the experience our customers require
- Indepth experience of working on and driving ‘Key Change’ initiatives
- Experience managing teams of 50+ reports including leadership roles
- Drive process improvements through a strong understanding of zulily programs and systems
- Identifying and contributing to ongoing service improvements and supporting increased profit margins
- Approving/declining a process change, keeping in mind Risk, Efficiency and Compliance
2
Experience For Customer Service Operations Representative Resume
- Addressing any PQCs across the team, including follow up with sales Orgs
- Organising and delivery of training on technical subject matters
- Coordinating between Marketplace Partners to report and resolve issues concerning their Tablet
- Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives
- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
3
Experience For Customer Service Operations Analyst Resume
- Developing and achieving performance goals and objectives in order to achieve customer promise expectations
- Making recommendations and testing new more efficient ways to meet customer care needs
- Ongoing analysis and reporting on key operational and financial performance metrics
- Leading and managing 6-10 direct reports and 100-200 indirect reports
- Maintaining and developing retail processes
- Participating and contributing to new business opportunities
4
Experience For Customer Service Operations Specialist Resume
- Supporting senior management on SOP reviews
- Working with direct reports to agree and drive the KPI’s for service delivery across the functions
- Managing capacity and resources to suit the low and the high growth regions
- Partnering internally and externally to drive new initiatives to manage costs
- Working knowledge of Excel functions
- Being prepared to jump on a call and present to senior leadership at a moment’s notice
- Responding to requests for quotes
- Overseeing contract renewals
5
Experience For Customer Service Operations Resume
- Drafting of customer comms
- Ongoing development and management of the Customer Contact operation (as assigned) at ENGIE Shared Service Centre
- Articulating a roadmap for the unit
- Identifying and eliminating root cause barriers to accuracy, productivity, and quality
- Interesting projects across the spectrum of industry
6
Experience For Customer Service & Operations Coordinator Resume
- Approving operational expenses
- Basic Accounting knowledge with a base to develop Securities accounting knowledge. Understanding of proofing concepts and Two-way reconciliation processes
- Pro-actively identify new opportunities and work with stakeholders for off-shoring as well as leveraging the existing capabilities
- Receives and processes orders for testing supplies from customers and sales as well as communicating directly with the supply vendor to resolve order issues
- Supports the management of vendors providing courier service to customers including set up, maintenance, and issue resolution
7
Experience For Customer Service Operations Coordinator Benelux Breda Resume
- Complete sales orders by printing and reviewing all orders with the operations team
- Determine the routing of the customer call depending on the customer’s request and contract obligations
- Collaborate with Supervisors and Training Manager to identify training needs based on current processes and changes
- Manage all aspects of the Customer Service Operations department; including all aspects of returns processing, product escalation and exceptions
- Daily working practice aligns with Sarbanes Oxley controls
- Maintain dedicated relationship with wholesalers, including stock status and weekly communications
- Complies daily reporting of domestic and international inbound shipments and analyses data to identify trends or issues
- Build processes to allow to process, communicate and confirm orders with Marketplace Partners where they are not accepting
8
Experience For Head of Customer Service Operations Resume
- Responsible for tendering cash for COD orders
- Responsible for processing credit card payments when applicable
- Ensure required service agreements are in place to secure operations and performance according to business needs
- Support the dimensioning process as an enabler to meet service level goals
- Perform all order functions in AIMS (database) from entry to RAs to invoicing
- Work with external showrooms regarding customer care and seasonal orders
- Work with Accounting team to capture payments in a timely manner
- To provide resolutions on the nature of the request/complaint, status of the customer’s account applying business rules
9
Experience For Customer Service Operations Leader Resume
- Develop and implement reporting and analytics for the department; implement objectives and actions as a result of information and analysis
- Build and manage relationships with internal departments, key suppliers and supporting CSO Lead
- Complete refresher training for the team on core activities
- Collaborate with management on means of improving call center efficiency
- Creative, high level view for customer service of oversea shopping
- Knowledge about real time staff planning, standard work force management, and forecast methods and processes
10
Experience For Customer Service Operations Consultant Resume
- Knowledge about relevant Sales and Customer Relations processes, tools and working methods
- Ensure adherence to industry and regulatory changes impacting the customer
- To ensure adherence to statutory requirements for Energy, internal policies, procedures and working practices
- Forward planning to ensure timescales and requirements are met
- Provide business cases and options to implement new ways of working, resolve challenges and agree mitigation actions
- Develop and achieve performance goals and objectives (including productivity and quality) in order to achieve customer expectations
- Assist and direct Citi’s Regional Processing Centres to ensure system input requirements have been met in relation to Loan transactions
- Prepare all commitment billing and bilateral Loan advices
- Generation of marketing collateral on the ADCS capabilities and solutions
List of Typical Skills For a Customer Service & Operations Resume
1
Skills For Customer Service Operations Manager Resume
- Excellent verbal and written communication skills, including effective listening skills
- As a people manager with excellent people management skills
- Excellent communication and presentation skills in English and French
- Proven leadership skills in fields related to Contact Centers, Customer Service, Sales Order Management or Supply Chain
- Managing workflow, escalations and effectively delegating workload across the leadership team
- Managing workflow, escalations and effectively delegating across your leadership team
2
Skills For Customer Service Operations Representative Resume
- Evidence of strategic thinking, whilst remaining results oriented and maintaining a firm grasp of operational priorities
- Proven experience in driving change across business/strategy design/planning to achieve business goals
- Responsible for effectively disseminating all internal sales leads to maximize opportunity
- Analytical skills, including the ability to analyze and organize data
- Prior experience supporting technical products desired
- Effective team player; demonstrated ease in working with internal and external groups
- Mastery of analytical skills using Google sheets, docs, and slides
- Demonstrates strong leadership and behaviours in all areas and leads to the service to meet agreed outcomes
3
Skills For Customer Service Operations Analyst Resume
- Demonstrated skill in customer service, problem solving and process improvement
- Interpreting call center data to facilitate effective business transformation
- Experience in planning, structuring and coordinating training events
- Hands on experience with forecasting, capacity planning and scheduling methodologies in a call center environment
- Hands on experience with forecasting, capacity planning and scheduling software
4
Skills For Customer Service Operations Specialist Resume
- Demonstrated ability to develop solutions to tracking, reporting, and billing of those services
- Leadership of the operational service, inspiring and empowering individuals within the team to deliver excellent customer service
- Experience in structuring and coordinating multi-discplined efforts to meet deadlines, specifically for the publication of documents
- Proven track record of delivering and maintaining quality outcomes for customers
- Experience owning measures and improving results
- Provides actionable reporting for leadership to use to drive the business and improve the customer experience
- Relevant experience in technical writing
5
Skills For Customer Service Operations Resume
- Experience of undertaking an operations role in a contact centre environment
- Experience of undertaking an operational management role within a B2B customer contact environment is essential
- Good understanding of the Mortgage Customer Journey – New Business and Maintainence /Closures
- Experience of undertaking a professional role within an Energy or utility related business environment
- Extensive previous experience of undertaking an operational management role within a B2C customer contact environment
- Experience solving customers concerns in a contact center environment
- Customer Service Operations experience with at least 2 years leading a team
- Five (5) years of experience working in a Customer Service or Contact Center office environment
6
Skills For Customer Service & Operations Coordinator Resume
- Working in office or corporate environment required, experience with MS Office Applications
- Highly organized with ability to prioritize competing demands
- Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget
- Experience of billing and customer service
- Experience in Operations with progressively increasing responsibility
- Experience working across companies or departments or teams
- Relevant experience for entry to this level
7
Skills For Customer Service Operations Coordinator Benelux Breda Resume
- Knowledge and experience of water competition would be advantageous
- Previous work or internship experience in a related field
- Experience in a corporate fashion environment
- Aviation operational experience is an advantage
- Pro-active notification and effective exception management
8
Skills For Head of Customer Service Operations Resume
- Prioritise resources to meet performance challenges
- Manages the end to end customer experience to ensure satisfactory resolution
- Generally requires 0-2 year's related experience
- Experience in analysis required
- In Customer Service, Help Desk or Call Center experience
- Experience in contact center, retail, or e-commerce operations
9
Skills For Customer Service Operations Leader Resume
- Solid knowledge of contact centre business
- Broad leadership experience in a people-centric organization
- Validation of pricing in EDI for Key Account Customers
- SAP & CRM Experience
- Experience in a customer service, operations, or database management role
- Previous experience with the management of third-party vendors desired
10
Skills For Customer Service Operations Consultant Resume
- Excellent customer feedback
- Writing SQL against our data store for gathering, cleaning and analyzing to find performance improvement
- Supporting the Head of Department in budgeting and business planning
- Coordinating between driver representatives to report and resolve issues concerning finding Customers
- Analyzing and formatting data for reporting
List of Typical Responsibilities For a Customer Service & Operations Resume
1
Responsibilities For Customer Service Operations Manager Resume
- Develop and execute a transition plan for product and and sales orders by brand and business unit reviewing opportunities, challenges and ‘call-outs’ to enhance seamless transition
- Responsible for the development, execution, review and refinement of the group’s work strategies including the use of technology, MIS development and analysis, resource management, and expense management
- Cultivate a culture of rich personal connections with our team of 17 staff members supporting their success as they strive to provide exceptional service to our customers throughout the delivery process
- Willingness to visit customers (when required and based on your level of technical skills)
- Proficiency to communicate effectively across various functional areas, and within all levels in the organization (technical, business, executive)
2
Responsibilities For Customer Service Operations Representative Resume
- Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team
- Advanced Excel and Qlik skills desired
- Monitor country performance on a daily basis, with the objective of delivering a consistently high quality customer experience
- Working experience in multinational environment
- Technical Project Management experience
- Makes recommendations for optimal call flow design, dialogs, and prompts to meet business requirements and to enhance the customer experience
- Experience in Operations Management with progressively increasing responsibility, including managing teams
- Experience with programming / scripting languages (e.g. Python, R)
3
Responsibilities For Customer Service Operations Analyst Resume
- Benchmark with other units and the contact centre industry in general in order to get best practice and good ideas for developing the business
- Good command of English both verbal/written
- Ensure a customer focused culture in all non-face-to-face contacts and secure a positive and seamless customer experience
- Build relations to stakeholders within country and global organization to gain and share experience and knowledge essential to the unit to remove obstacles
- Maintain an orderly workflow per priorities that are set daily, weekly, and monthly
- Maintain and orderly workflow per priorities that are set daily, weekly and monthly
4
Responsibilities For Customer Service Operations Specialist Resume
- Good Knowledge of Keysight organization, processes and deliverables
- Solid knowledge of Keysight products, solution and Market
- Solid System Application knowledge
- 1+year of professional work experience
- Progressively responsible leadership experience in a service operations environment
- Related experience in a call center or service operation
5
Responsibilities For Customer Service Operations Resume
- Graduate/Post Graduate in Management, Commerce Relevant Experience
- Collaborate with different teams in Technology, Frontline and Controls to design and deliver superior customer experience
- Experience with AIMS & Shopify
- One (1) year of CRM experience
- Implement standardized PPL Customer Service operational and process improvements to ensure effectiveness and efficiency of operations
- Service Sales experience
- Monitoring system interfacing, ensuring data transmission flows correctly from various systems - B2B/EDI/PGR and WMS returns
6
Responsibilities For Customer Service & Operations Coordinator Resume
- Maintaining a clear link between Home Energy strategy and performance requirements to operational delivery, ensuring this is clearly communicated to staff
- Assisting OCC Duty Managers with reinforcing Customer Services related aspects of operations (GCC)
- Managing schedule change notifications process oversight
- Maintaining business as usual and ensuring continuity of Operations at a sufficient level of quality and control whilst undergoing transition/integration
- Solving complex customer service issues and proactively heading off negative service trends
- Responsible for employee recruiting, training, coaching, counseling and performance management/review of direct reports
- Responsible for embedding standardised approaches and delivering overall customer satisfaction
- Inspire large teams while also driving process improvements and change management
7
Responsibilities For Customer Service Operations Coordinator Benelux Breda Resume
- Oversees the customer servicing operations across all 16 markets in Asia, with full responsibility for service KPIs
- Prevent failure demand through forward planning to promote value demand
- Drive understanding of contracts, terms and conditions and charge structures to ensure Damco’s interest
- Development, creation and updating business process and policies
- The ability to work with engaged colleagues who share a passion for solving business problems
- Ensure the Customer Service Unit is a clean and safe working environment
8
Responsibilities For Head of Customer Service Operations Resume
- Contribute to refine/streamline processes & technologies to drive perpetually improving efficiencies
- O Provide constructive and detailed feedback regarding the performance & production of 3rd Party Vendors
- Proactively manager customer feedback and complaints, undertaking root cause analysis and continuous improvement
- Obtain and maintain accreditation with relevant bodies, working in conjunction with other teams where appropriate
- Update systems with customers’ privacy elections
- Work closely with Commercial/Sales Associates, Customers, Distribution Partners, internal Supply Chain Team, and Accounts Receivables Team
- Monitor Operational Performance and Identifies trends (Internal/External) – Scorecards/KPI’s
- Provides direct support to Sales in new account set up in appropriate database applications
- Actively interfaces with Customer Service, Sales, and Laboratory Operations to assure the integrity of the chain of custody of patient specimens from point of sampling to reporting of result
9
Responsibilities For Customer Service Operations Leader Resume
- Help to develop and implement a customer service policy for an entire Express organization
- Find ways to measure customer satisfaction and improve services
- Work with BPOs and customer service teams to build processes which allow promptly response to customer inquiries and handle and resolve customer complaints across all media types and platforms
- Anticipate requirements as we grow and scale, and act on these anticipations so that we can achieve an on-time delivery rate of 99%+
- Build processes to allow for Customer Service Agents to proactively deal directly with customers and Marketplace Partners and Driver Representatives by telephone, SMS, and email to resolve issues
- Build processes to allow for direct requests and unresolved issues to the designated internal team
- Keep records of customer interactions and transactions as well as details of inquiries, comments and complaints, and actions taken to resolve issues
10
Responsibilities For Customer Service Operations Consultant Resume
- Prepare and distribute customer activity reports, metrics, and weekly status reports on most common issues
- Communicate and coordinate with internal departments for real time issues
- PC proficiency and competence with MS Office
- Strong track record in project and program management within a technology context. Significant relevant experience in Programme Management in any of the following contexts: Technology, Consulting, Supply Chain Management, Customer Service
- Start-up experience would be of huge advantage
- Monitors the overall corporate Customer Service contact center performance to ensure service levels meet or exceed functional and regulatory standards
- Drives accurate forecasting of volumes and associated capacity / staffing / shrinkage plans based on historical events / data as well as anticipated business changes
- Develops, monitors, and reconciles actual volumes, staffing and related expenses to budget
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