Customer Service Senior Resume Sample
Toney Cronin
6504 Pearl Ways,
Houston,
TX
+1 (555) 614 9449
Work Experience
Customer Service Senior Manager
04/2016
-
PRESENT
Houston, TX
- Translate technical projects into an improved customer experience
- Understand how each customer experience looks across all channels (in-store, online, etc…) and ensure we create consistency and improve how easy it is for a customer to transact with us anywhere
- Strong leadership skills with the ability to influence others at various levels and peers outside of department
- Coach, develop and manage direct reports while managing their own projects
- Work with internal teams and tie behaviors and system improvements back to business metrics
- Strong knowledge of Microsoft Project, PowerPoint and Excel
- Translate technical information, both written and verbally, in a straight-forward and easy to understand approach
Customer Service Senior Specialist
06/2011
-
12/2015
Houston, TX
- Develop projects from the ground up including requirements gathering from business owners
- Build project plans to establish target completion dates
- Work independently with minimal supervision as well as collaborate and work with a group
- Communicate to varied audiences in different levels of responsibility
- Be detail-oriented and comfortable with a fast-paced, retail environment
- A “roll up your sleeves” attitude
- Thrive in a fast-paced, energetic environment
- Managing direct reports required
- Pro-active in approach and follows through on important issues
Customer Service Senior Operations Manager
07/2005
-
12/2010
New York, NY
- English C1 Advanced
- Experience in Costumer Services on Manufacturing
- If possible SAP
- Good analytical, problem solving, decision making skills. - Good organizational/time management skills to include prioritizing multiple tasks
- Operate in a fastpaced, interruptdriven environment
- Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes
- Focus on proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique Treasury requirements
- Act as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities
- Maintain a detailed understanding of the client’s profile while adhering to agreed service levels and leading regular service reviews to ensure client satisfaction
Education
York University
1999 - 2004
Bachelor's Degree in Communications
Professional Skills
- Proven coaching skills and development skills
- Well-developed decision making skills, facilitation, negotiation, and consulting skills
- Call Center Management, Customer Service, coaching skills, solid computer skills, project management
- Problem solving, analytical skills, negotiation and presentation skills
- Strong analytical, critical thinking & problem solving skills
- Strong computer skills with proficiency using MS Office
- Work experience in client servicing with people management skills
How to write Customer Service Senior Resume
Customer Service Senior role is responsible for leadership, training, software, planning, security, analytical, coaching, presentation, securities, retail.
To write great resume for customer service senior job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service Senior Resume
The section contact information is important in your customer service senior 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 Senior Resume
The section work experience is an essential part of your customer service senior 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 senior 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 senior position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Service Senior resume experience can include:
- Strong analytical skills and a good negotiator
- Prior experience with implementing and designing service center technology including telephony and CRM
- On job training courses (Customer service skills, Problem solving,..)
- Assist with team building and leadership skills of other Care Center Members
- Prior experience with leading employee’s through re-organization and process change
- Build/maintain cross-functional relationships to elevate the customer experience as a functional and organizational priority
Education on a Customer Service Senior Resume
Make sure to make education a priority on your customer service senior 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 senior 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 Senior Resume
When listing skills on your customer service senior 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 senior skills:
- Excellent communication and presentation (both verbal & writing) skills
- Possess very good interaction skills and highly articulate
- Proficiency in Windows, MS Project, MS Office Suite, strong PowerPoint skills and familiarity with development environments
- Demonstrated relationship management skills with internal and external clients
- Demonstrated leadership and relationship skills; ability to drive change
- Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations
List of Typical Experience For a Customer Service Senior Resume
1
Experience For Customer Service Senior Manager Resume
- Own and develop the customer strategy through corporate CRM system, consolidating strategies, plans, activities and opportunities
- Proactively assess and clarify, and validate customer needs. Present services and solutions to existing and new clients
- Prioritize with engineering teams on customer issues and resolve conflicts or roadblocks
- Responsible for client facing advocate role and overall client experience relationship
- Experience in specific business area
- Communicates directly with all teams within SPi Healthcare, i.e. Third Party Follow-Up, Missing Money, Payment Posting, etc…
- Direct responsibility for Cards Customer Service including meeting operation metrics, contribution to financial goals and strategic projects
- Prevent failure demand through root cause analysis and forward planning
- Contribute to the overall budgetary management of the service area, working closely with the service lead
2
Experience For Customer Service Senior Specialist Resume
- Respond in a timely manner to all customer requests, displaying a sense of enthusiasm and urgency appropriate to customers’ expectations
- Lead the interaction with the customer in a strategic context, positioning Aker Solutions in a strategic context
- Follows up on all issues not resolved during conversation with patient/guarantor
- Completes projects while individually exceeding team goals
- Assists in training of new team members
- Recognizes additional training needs for either the team or team member and communicates this information to the Supervisor
- Responsible for leading a large group of customer service staff in multiple sites for a single product portfolio
- Maintain adequate control of resources to ensure on-going operations of the department within established budget, productivity and efficiency standards
3
Experience For Customer Service Senior Representative Resume
- Oversight of capacity planning across with partner Sr. Managers in all locations
- Financial Management & Budgeting
- Identify opportunities to improve client satisfaction and operating efficiency
- Coordinate billing with customers to request/receive purchase orders
- Answer pricing and product inquiries
- Analyze client’s feedback and lead the related action plans to achieve the desired results
- Act as “sounding board” of business decisions and anticipate customers’ potential responses to promotions, campaigns or migrations (i.e., cancelling of the Aeromexico card). Provide real time feedback on successes / challenges of specific actions
4
Experience For Customer Service Senior Operations Manager Resume
- Have a knowledge of SAP - Understand customers’ business operations and their needs
- The successful Citi Operations Manager has the ability to unlock his/her own potential as well as the potential of others through special projects, strong decision making skills and adaptability. This person is on the path to even greater responsibility and helps to guide his/her teammates along the way
- Accountable for driving continuous process improvement to simplify and standardize, reduce non-value added activities and costs, increase productivity and achieve customer service targets
- Develop the most effective processes to undertake tasks
- Identify skill requirements to fulfil key tasks
5
Experience For Customer Service Senior Supervisor Resume
- Ensure effective performance management and development of team
- Understand and implement key metrics, productivity and cost reduction initiatives
- Measure and manage adherence against KPIs and associated outcomes at an individual and team level
- Promptly identify and mitigate against business / service risks and issues
- Manage workload across all customer contact channels
- Ensure all key business requirements are implemented across the service area
6
Experience For Vnc-solution Customer Service Senior Executive Resume
- Ensures that relationships are built at every level, including client managers, third sector organisations and service recipients, to facilitate outcome led business objectives
- Participates in the Customer Service Department’s emergency on-call program
- Serve as a primary point of contact for assigned key and strategic accounts via inbound calls and or email correspondence
- Develop productive, professional relationships with key personnel with all customers/potential customers in the region and understand their business requirements
- Maintain and improve long term relationships at a strategic level of customer’s organization
- Be involved in project execution of strategically important projects to safeguard customer relationships
7
Experience For Cbna-o&t-customer Service Senior Manager Resume
- Promote a broad Aker Solutions portfolio of products and services aligned with customers’ life of field value creation
- Participation in the Pursue/No-Purse and Bid/No-Bid decision gates, and where relevant participate in tender phase providing customer strategies, insight and relationships
- Follow market developments and competitors closely and provide feedback intelligence to customer management staff, senior management and global functions
- Answers patient calls within the guidelines of call center metric objectives
- Ensures appropriate HIPAA compliance guidelines
8
Experience For Customer Service Senior Project Manager Resume
- Adheres to work schedule and follow call center phone procedures
- Communicates directly with clients and/or collection agencies through calls or emails
- Serves as a Point Person in the event the Team Lead or Supervisor are not available
- Maintains professionalism and confidentiality
- Leads key interactions with current and potential partners. This includes formulation of operating model, potential partner visits and ongoing support and issue resolution for existing partners representing all Operational groups
9
Experience For Customer Service Senior Group Manager Resume
- Customer service manager experience with a team size of 5 or more
- Identifying sales opportunities, generating sales leads and closes sales on calls
- Supports General Manager for the portfolio. This includes participating as a key team member in setting and achieving portfolio specific business goals
- Manage customer or internal post-sales escalations. Interface with partners/customers and Juniper account teams and manage CFTS customer expectation. Work closely with the Service Managers and to resolve conflicts
- Working closely with Escalation, Sustaining and Engineering teams, set appropriate priorities for APAC issues and assign/request appropriate resources to get issues resolved
- Manage and mentor the JTAC team in the Juniper Way to deliver world-class customer technical support
- Balance organizational goals with individual JTAC goals
- Lead the JTAC team to achieve organization goals
10
Experience For Customer Service Senior Team Lead Resume
- Meet the goal set for APAC customer satisfaction (CSAT)
- Implement JTAC and Escalation processes and policies to align with Global workflows to ensure consistency
- Work with Service Managers and be partners/customers and account team’s escalation point on post-sales related issues
- Verify and manage partners/customers escalation and complaints. Take appropriate corrective actions accordingly
- BS/MS in EE/CS or similar field
List of Typical Skills For a Customer Service Senior Resume
1
Skills For Customer Service Senior Manager Resume
- Well organized with a proven ability to prioritize and work well under pressure with attention to detail
- Senior level experience in a related role adequate (non-exempt and exempt) people management experience
- PC skills required - all Office software
- Interpersonal skills with decision makers in different distributors
- Work within Sr. Supervisor team environment effectively
2
Skills For Customer Service Senior Specialist Resume
- Project management – deliver successful projects through effective planning, monitoring, communicating and controlling
- Proven leadership track record and verifiable history of managing and coaching successful teams including remote employees
- Industry experience working in a customer facing support role
- Good working knowledge of systems and order flow process
- Experience dealing with international customers
- Organization and planning – demonstrate smooth and timely organizational ability
3
Skills For Customer Service Senior Representative Resume
- Experience in relevant field, including cards
- Past experience interacting with large corporate and government clients, senior management
- Previous customer service management experience within a call center setting
- Experience working with international customers
- Operate as part of a dynamic, changing, and fun team
- Experience in client facing level 1 tech support or client service role
- Management experience in a best-in-class/leading edge contact center
- Identify opportunities to improve overall client satisfaction and operating efficiency through an improved client experience
- Organisation and planning – demonstrate smooth and timely organisational ability
4
Skills For Customer Service Senior Operations Manager Resume
- Corporate customer service/call center experience
- Experience in client service, securities operations
- Experience as a key account manager or contract manager for a major asset integrity frame agreement
- Team development – build effective team practice within team, and within the Call Centre management group
- Demonstrates initiative and ability to deal with manage change, and determine solutions quickly
- Excellent ability to analyze, measure, improve, and report/document results
- Experience in a customer service environment
- Build effective relationships, both internally and cross-functionally, required
- Strong interpersonal, verbal & written communication
5
Skills For Customer Service Senior Supervisor Resume
- Improvement in Leadership skill
- Previous Customer Service Experience in similar role
- Possess strong intellectual curiosity and high comfort with ambiguity
- Medical industry experience required
- Learning and getting knowledge in Problem Solving, Performance Management, Project Implementation, Finance reports…
- Working knowledge of call center Technologies including systems, technologies and system work practices
- Work cross functionally with Sales, Marketing, Production Planning, Engineering, Distribution and Finance to resolve service or logistics related issues
- Knowledge of budgeting and expense control to plan, implement and maximize expenditure of funds while maintaining and improving quality standards
6
Skills For Vnc-solution Customer Service Senior Executive Resume
- Responsible for coaching developing and motivating team to achieve superior results
- On line training courses (systems, reporting tool,..)
- Identifies opportunities for managing costs without compromising quality
- Identify resources required to deliver core services, staffing and non-staffing
- Research and resolve a myriad of billing, invoice, and EFT issues, coordinating resolution with internal teams as necessary
- Assist sales and operations leadership team with managing fuel delivery incidents and completing packages in a timely manner
7
Skills For Cbna-o&t-customer Service Senior Manager Resume
- Familiarity and understanding of financial industry required
- Work closely with demand planners for forecasting/item availability issues
- Manage stock levels at all distributors as per the running contract
- Follow up with customer service to make sure our timely execution of all pending orders to accounts or distributors
- Follow up with distributors about orders delivery to ensure meeting custom-ers’ expectations and ensure on time delivery
- Extensive knowledge with Inspection Services and Non-Destructive testing in oil and gas, nuclear or heavy industrial operational environment
- Very technologically savvy, capable of using multiple systems at one time
- Analyze complex situations quickly, navigating oftentimes ambiguous circumstances to make quick, well-informed decisions
- Familiarity with financial/accounting systems
8
Skills For Customer Service Senior Project Manager Resume
- Lead team to execute against challenging goals and objectives
- Comprehensive understanding in Imports and Exports Processes
- Comprehensive understanding in Professional Supply Chain Management
- Class-room training (People management…)
- Manages partner expectations, balancing partner needs and wants
- Responsible for the on-going management of all functions in the unit
9
Skills For Customer Service Senior Group Manager Resume
- Ship FDA Approval Letters and labeling materials to Teva contact in Puerto Rico for registrations
- Attains high customer satisfaction in respect of service support from Citiservice with the ultimate goal of enhancing financial performance
- Additionally responsible for leading the Team Lead of the FI and CD CSR team with the same objectives as above
- Knowledge in IP service, Access Control, TCP/IP, networking concepts
- Provide exceptional internal and external customer service by responding to customer inquiries and concerns via phone or electronic means
10
Skills For Customer Service Senior Team Lead Resume
- Partner with operations and sales leaders to strengthen customer relationships by delivering world-class service with accurate and expedient problem resolution
- Self-manage case resolution, partnering with leadership and internal teams to address opportunities
- Passion to drive closures & high level customer service orientation
- Communicate in verbal and written format to all levels of management and others within the organization
- Possess a positive “can-do” attitude
- Self-motivated and “owns” all tasks and responsibilities
- Meets deadlines and complete tasks daily with minimal supervision
List of Typical Responsibilities For a Customer Service Senior Resume
1
Responsibilities For Customer Service Senior Manager Resume
- Deal with multi-source of information Demonstrate proficiency in written and oral communications
- Effective working in teams to achieve the department’s objectives
- Maintain a strong control environment in compliance with the bank's and external regulatory requirements
- Proficient to intermediate experience in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Responsible for ensuring compliance with Processes and deploying projects improvements
2
Responsibilities For Customer Service Senior Specialist Resume
- Contact different manufacturing facilities to obtain labeling materials for registration
- Support employee data accuracy – working from system audits to fix employee data as needed, i.e. Pay Rate, Employee Groups, Organizational Structure, etc
- Participation in compliance control monitoring and regulatory functions possible
- Directs team(s) to achieve fulfillment of customer requests and business requirements, with shared responsibility for budget management and resource planning
- Drive against specific KPI’s to improve standards, service and financial results , following through on improvement opportunities wherever possible
- Obtain FDA Approval Letters and register new products within 2 weeks of receiving FDA Final Approval
3
Responsibilities For Customer Service Senior Representative Resume
- Maintain archive of all FDA Approval Letters and labeling materials for registrations
- Passion for the Internet, the new technologies related to it
- Expectations of complete approximately 12 assigned tickets per day ( or 60 tickets per week/240 tickets per month). Creating Positions, Supervisor & Organization alignments, Organizational Transfers, and additional HR Operations activities as needed
- Navigate multiple internal and external systems to investigate complex problems
- Handle sensitive issues with care, decorum, and expediency
4
Responsibilities For Customer Service Senior Operations Manager Resume
- Collaborate with integration team to identify systemic opportunities to improve internal systems and processes
- Responsible for support in other areas of the business which include but not limited to: brand manager support
- Plan, organize and partner with Supervisor to control functional activities within Customer Service team and manage multiple shift work teams
- Team with senior sales teams to resolve complex service related issues for customer base
- Partners with supervisors or other senior staff teams to develop, communicate, implement and monitor the maintenance of policies, procedures and standards to ensure that levels of support match or exceed field and customer requirements
- Develop and implement efficient added value processes to improve the customer experience and improve sales
5
Responsibilities For Customer Service Senior Supervisor Resume
- Assume a leadership role in managing assigned projects; evaluate recommended projects to determine cost, benefits, feasibility and prepares recommendations for implementation
- Assumes responsibilities of department during absence of Director. Assist with development of the annual budget to support the achievement of department/divisional goals
- Team with senior marketing management on new projects or to resolve service related issues that assist in implementing solutions to meet the company’s goals and expectations
- Train, develop and identify employees’ training and resource needs
- Engagement in projects to drive requirements and strategy
- Ensure operational infrastructure deployed (Scorecards, quality models, surveys, etc)
- Day to day execution of strategies
- Coach and develop Senior Supervisors
- Responsible for one Cross Sector Customer Service strategy and team
6
Responsibilities For Vnc-solution Customer Service Senior Executive Resume
- Responsible for service delivery metrics, interpretation and associated strategic decision making to develop Action Plans with CLS Leadership team. Tracking of CS KPIs, such as OTIF, Fill Rate, Backorders, Returns, Rush Orders and Complaints
- Provide oversight and technical direction for order management, inquiry management, and invoice management activities performed by employees
- Responsible for Customer Service budget elaboration (P & L) and guarantee the achievement of expense targets approved with CLS leadership and Finance area
- Supervise a team of professionals by attracting talent (interview, hire, and train employees); developing talent and retaining talent (appraises performance, engages in transparent conversations with employees, rewards and disciplines employees, addresses complaints and resolves problems)
- Professional skills: Ability to make quick decisions; Perform efficiently and effectively
- Technical skills: MS Office, SAP, Sales Force.com, Workforce Management solutions
7
Responsibilities For Cbna-o&t-customer Service Senior Manager Resume
- Serves as the leader of the White Label team
- Overall risk, control, HR, audit and financial responsibility for the team
- Escalation Management & Resolution
- Process purchase orders and order restock of inventory
- Assist in obtaining necessary information from the applicable system used for pricing and sales analysis, bid preparation, sales reporting, and special projects
- Meet call center financial objectives by tracking and monitoring yearly expenses and initiating corrective actions to meet or exceed budget
8
Responsibilities For Customer Service Senior Project Manager Resume
- Maintain confidentiality when dealing with personnel matters to foster open communication and trust in handling sensitive matters
- Execute contract maintenance and inform customers of pricing contract changes
- Develop and maintain positive relationship with dealers, customers, subsidiaries, U.S. divisions, and outside service companies (banks, transportation companies, freight forwarders)
- Write legibly with correct spelling, grammar, and punctuation
- Conduct workforce planning to forecast and execute on adequate staffing levels based on business demands; assess talent gaps and execute against actionable talent plans to ensure we have the right people and skills in the right places
- Plan and facilitate weekly team meetings with direct reports to communicate relevant company, operational, system, product and/or departmental activities; take action on feedback or information received
- Conduct regular calls with sales and manufacturing senior leadership to improve communication across departments and ensure the goals and standards of the company are being met
9
Responsibilities For Customer Service Senior Group Manager Resume
- Manage all aspects of performance, development, coaching, and corrective action of direct reports to encourage professional growth
- Cultivate an environment of trust, teamwork and respect to maintain a highly engaged and motivated team
- Maintain a supportive, visible and positive presence in the department, and ensure supervisors and team leads are visible and accessible as well. Coach supervisors and team leads on compliance and adherence to consistent company practices
- Extensive knowledge of Western Canada’s oil and gas industry with established contacts with major operators would be an asset
- Knowledge of Call Centre industry
- Knowledge in Product and Card business
- Knowledge of Call Center industry
- Highly proficient in Microsoft Office Suite (especially Word, Excel and Outlook)
- Adapt and thrive in a dynamic business environment
10
Responsibilities For Customer Service Senior Team Lead Resume
- Develop innovative & creative solutions with a proactive mindset
- Knowledge of TTS products and technology (CitiDirect)
- Manage/lead 20+ agents in a dynamic, multi-task environment
- Drive for results and care for the people
- Coach and develop individual agents
- Manage varied work units on a daily basis
- Works in a matrixed environment
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