Manager, Customer Care Resume Sample
Adriana Skiles
62737 Greenholt Run,
Boston,
MA
+1 (555) 358 9148
Work Experience
Manager, Customer Care
02/2018
-
PRESENT
Dallas, TX
- Manage contact centre operations efficiently and effectively in order to meet customer’s expectations proactively via phone, mail, fax, email, webchat or website whilst adhering to stipulated service level agreements
- Function as the key contact point for Board members
- Function as the key contact point for Senior Management Business Sales/Group
- Develop strategies to meet Consumer Operations business strategy and vision
- Initiate continuous improvement to processes and systems in service provision and service recovery through frequent and scheduled audits and analysis of service incidents and complaints
- Plan the annual operational plan in conjunction with eWorkforce
- Follow Charter’s EEO procedures as stated in the company EEO manual
- Manage the care management center (CMC) and support services (if applicable) to ensure compliance with policies, procedures and customer requirements. Measure performance and productivity against the standards. Ensure the call center is meeting telephone access standard for Magellan
- Plan and design management reports on customer and support services data. Analyze data to include identification of trends/ patterns and prepare findings and recommendations. Implement recommendations as required. Articulate goals and action plans (when in place) to key staff
Senior Manager, Customer Care
03/2013
-
08/2017
Houston, TX
- Recruit, hire, coordinate training, counsel, and evaluate performance
- Develop professional development plans for their staff when appropriate, terminate employees
- Plan, develop, implement and monitor specific policies and procedures. Interpret and implement corporate policies, procedures and performance standards as they impact on the department. Plan and conduct internal audits to ensure compliance and uniformity, where appropriate
- Manage the complaint and grievance process including the review, response development by appropriate management staff and reporting to the corporate office on all complaints and grievances. Respond to department-specific verbal and written complaints and grievances as required
- Manage the department's customer/support services quality improvement programs to ensure member and provider satisfaction. In collaboration with corporate office management, develop survey instrument and data collection devices; manage the conducting of survey, data collection and analysis, preparation of findings and recommendations; and coordination
- Participate in the planning, development and implementation of new accounts, programs, products and services, initiate and develop short and long range plans for department, and participate in the development of corporate and strategic plans
- For ongoing and future programs, products and services, plan, develop and implement member and provider communication materials as required
- Plan and prepare introductory letters/correspondence to members, providers and employers; Coordinate with business clients for the development, review and distribution of materials to members and providers
- In collaboration with the Training and Customer/Support Services Department, plan and develop training programs on specific programs, products, benefits and business client computer systems for new department staff
Manager, Customer Care & Retention
08/2009
-
10/2012
Boston, MA
- Responsible for planning and managing Back Office organization in the assigned Customer Care Operations SSC process focused group
- Support process, organization tools improvements
- Ensure best-practices are identified and implemented
- Ensure standardization across businesses countries of Customer Care Operations processes
- Initiating process improvement projects (lean sigma)
- Facilitate further centralization to Customer Care Operations SSC by preparing and taking over processes from the local Customer Care organizations where possible and reasonable
- Implementing new tools and drives automation internally and in collaboration of the Regional Customer Care Director
- Manage the operations though creating the best synergies/communication between countries and efficient use of the resources within Warsaw Customer Care Operations SSC process focused group which aims to increase SSC resources flexibility and efficiency
- Maintain contact and relationship with key stakeholders
Education
Columbia University
2003 - 2008
Bachelor's Degree in Related Field
Professional Skills
- Proven management skills including constructive conflict resolution, excellent one-on-one front-line and supervisory coaching skills
- Proven ability to demonstrate good judgment and decision making skills using data, while balancing business objectives
- Proven skills in planning projects and prioritizing assignments
- Strong analytic skills with 3 years’ experience in analysing data/metrics
- Strong writing skills with excellent punctuation and grammar
- Strong interpersonal skills in building and maintaining internal relationships. Ability to establish trust and credibility at all levels of the organization
- Excellent negotiation and conflict management skills, combined with effective coaching and mentoring abilities
How to write Manager, Customer Care Resume
Manager, Customer Care role is responsible for leadership, interpersonal, training, customer, microsoft, negotiation, database, telecommunications, analysis, business.
To write great resume for manager, customer care job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Customer Care Resume
The section contact information is important in your manager, customer care 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 Manager, Customer Care Resume
The section work experience is an essential part of your manager, customer care 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 manager, customer care responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, customer care position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Customer Care resume experience can include:
- + - Responsible for management of the change internally in Customer Care Operations SSC and with external stakeholders to facilitate smooth implementation of the new SSC set up
- Deep understanding of the systems required to operate a Care team effectively
- Excellent written communication and negotiating skills
- Ensures a quality l Support staff by effectively interviewing, hiring, coaching, delegating, disciplining, evaluating and training the Support Representatives
- Develops training strategy for own team or area of responsibility, integrating with broader global team and objectives to ensure staff have the needed skills
- Proven working experience as a customer service manager in a manufacturing company
Education on a Manager, Customer Care Resume
Make sure to make education a priority on your manager, customer care resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, customer care 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 Manager, Customer Care Resume
When listing skills on your manager, customer care 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 manager, customer care skills:
- Excellent operational skills and the ability to balance passion for service expectations with cost / operational needs and make trade-off decisions effectively
- Excellent people management skills with good knowledge of customer behavior
- Proven team leadership skills, including ability to attract, develop, motivate and retain top performers
- Proven skills working well in high stress situations
- Excellent customer service skills with an ability to approach every business relationship as a partnership
- Demonstrated leadership skills with the ability to lead and influence cross-functionally
List of Typical Experience For a Manager, Customer Care Resume
1
Experience For Senior Manager, Customer Care Resume
- Creative problem-solving skills that demonstrate the ability to work through complex problems and roadblocks
- Excellent analytical and problem-solving abilities that enable the generation of customer satisfaction insights driven changes to our designed model
- Demonstrated ability to define and implement processes, procedures and policy
- Act as liaison between Internal Operations Teams and Care Leadership to ensure strong and clear communications/objectives
- Prioritization & Time Management– Self-manage multiple, concurrent deliverables and allocate your time judiciously to ensure commitments are met
2
Experience For Manager Customer Care Resume
- Develop strong relationships with the customer base
- Partner with other departments within the company to drive the best experience for ARI’s customers
- Working knowledge of Microsoft Office products, with proficiency in Excel and Word, database and operating systems is required
- Learning on-the-fly when faced with new situations and technologies
- Working knowledge of customer service software, databases and tools
3
Experience For Manager, Customer Care & Retention Resume
- Mentoring/Supporting Manager level to ensure the right managerial competences are being developed
- Initiating process improvement projects (lean sigma)
- + Actively support SSC Management in deploying MOS/Problem Solving approach and ensuring the proper execution of the continuous improvements projects in SSC
- + Mentoring/Supporting Manager level to ensure the right managerial competences are being developed
- Identifies and resolves system and procedural problems by interdepartmental networking, facilitating task forces and recommending policy changes
4
Experience For Manager Customer Care Operations Resume
- Accountable to managing department financial objectives through careful budgeting and analysis of results and corrective actions as necessary
- Responsible for driving and improving customer satisfaction scores for their overall team
- Drive progress in capacity planning/load leveling, promotions, and rotation to new assignments or roles
- Thorough knowledge and understanding of call center management principles, practice, methods and techniques, including performance metrics
- Knowledge of the streaming programming and/or subscription business model
- Optimize the use of existing support channels including chat, email and phone
5
Experience For Account Manager / Customer Care Resume
- Development and evolution of the technology strategy enabling advancement of the business
- Interview, hire, train, develop and engage top talent while ensuring a pipeline of talent is established for future roles
- Analyze, develop and report on team KPIs while driving for improvement
- Assist with benchmarking KPI’s
- Monitors and maintains department service level goals by ensuring Customer Care meets phone accessibility and accountability standards
6
Experience For Manager, Customer Care Workforce Management Resume
- Improves efficiencies by recommending method improvements, equipment usage and procedural modifications
- Promotes a “one call resolution” culture and expedites error free processing of customers’ requests from the initial contact to resolution
- Responsible for engaging with key offshore partners
- Understands changing business needs from cross functional teams and identify impacts to the team
- Leads cross-functional global teams in implementation of large project/programs spanning systems, technical and process changes
- Performance and development (e.g., talent matrix, succession planning, individual development plans, and monthly calibration sessions)
- Minimize friction in every interaction our customer has with our RRPs portfolio and thus enabling conversion, adoption and retention
- Responsible for driving sales
- Conducts operational and business planning for assigned functional area
7
Experience For Senior Manager, Customer Care EU Resume
- Relationship building ability that allows him/her to gather information from and influence an internal network
- Ensure the management, development and monitoring of Customer Care Department in our Fundamentals
- Lead the regional Customer Care team in achieving the right mindset and culture to deliver service to clients in a positive manner
- Plans, manages, and executes process activities for addressing Ally Invest consumer complaints
- Proficient at Microsoft Office Applications, Including Excel, Word, and Outlook
- Grow the team by attracting high potential contributors
- Track and manage departmental KPIs including contact metrics, case management statistics and SLAs
- + Meet agreed SLA levels, targeted KPIs and SOX requirements for the respective processes across Europe
- + Work closely with Team Leaders to establish operational goals and objectives in line with organizational priorities including the liaison role with the country teams
8
Experience For Manager, Customer Care Operations Resume
- + Ensure development plans for the Customer Care Operations SSC reps are defined and executed on the team level with focus on the high potentials identified (talent development)
- + Define midterm recruitment needs (6 months window) for SSC process focused group – cooperate with HR to build good pipeline for future hiring; overseeing recruiting hiring
- + Ensure compliance with Quality, Regulatory procedures and standard Medtronic policies. Responsible for taking the action with the respective countries on audit findings when necessary
- + Management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams
- + Analytical, lean, six sigma, problem solving and decision making experience
- + Project management experience
- + Proven ability to close performance gaps
- + Proven ability to multi-task
- + Take the lead on capacity planning for the SSC teams to support the further growth of the SSC and scale up of additional activities
9
Experience For Program Manager, Customer Care Resume
- + In-depth business acumen
- + English spoken and written
- + System minded: MS package/CRM /SAP system/ CISCO tools/R/3 and FSCM
- + Ability to cope with stressful situation
- About Medtronic Warsaw Customer Care Operations Department
- Builds relationships before they are needed Partners with cross functional teams to align on team and project strategy
- Provides mentorship to increase competencies of direct reports
- P articipate in the planning, development and implementation of new accounts, programs, products and services, initiate and develop short and long range plans for department, and participate in the development of corporate and strategic plans
10
Experience For Associate Manager, Customer Care Resume
- Evolving, communicating, and driving engagement with Visioning of the Customer Experience Center Operating Model
- Lead numerous activities related to mergers and acquisitions within the order to cash and service functions
- Manage a team of 4 or more professional business leaders in cross-functional operations of a fast paced environment
- Plan, oversee and drive a culture of continuous improvement. Accountable to the proper documentation of process maps, work instructions and procedures
- Keep current with industry trends and utilize knowledge gained to manage process improvements
- Drive customer satisfaction and engagement through execution of the strategic plan
- Ensure a quality plan is in place and executed across all functions of the team
- Exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, etc. Generally involves sitting most of the time
- Exceptional communicator with ability to influence at all levels
List of Typical Skills For a Manager, Customer Care Resume
1
Skills For Senior Manager, Customer Care Resume
- Excellent communication skills – verbal and electronic
- Have excellent communication skills with internal staff as well as customers
- Demonstrated ability to present and effectively communicate within and across departments as well as with clients
- Effective in demonstrating the ability to positively influence others and be able to effectively champion and implement ideas
- Demonstrated leadership background People management, coaching and mentoring, career pathing experience
- Experience giving presentations to an audience, resulting in effective communication to a team or audience
- Proven experience presenting & consulting with operational leadership
- People and Leadership management skills and ability in create a winning team
- People management skills with the ability to develop associates and identify individual education and/or training needs
2
Skills For Manager Customer Care Resume
- Proven experience leading teams of 50+ team members
- Demonstrated experience leading technology enhancements/ projects
- Design of tactics and effective instructional communication through mediums such as kick offs, skill building sessions, ready references, coach’s guides
- Management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams
- Demonstrated ability to role model effective relationship building across departmental and company lines with technical and non-technical team members alike
- Strong technical support aptitude, including solid knowledge of software and equipment
3
Skills For Manager, Customer Care & Retention Resume
- Analytical skills to interpret potentially conflicting data and provide sound business recommendations based upon the data
- Proven ability to collaborate and build strong relationships
- Collaborate with project teams to implement solutions to improve customer experience through effective management of customer feedback
- Creativity and critical thinking skills
- Proven leadership with a track record in teamwork. 5 years’ experience in a supervisory role
- Proficient with computer skills and Microsoft office tools
4
Skills For Manager Customer Care Operations Resume
- Exceptional interpersonal, written, and oral communication skills both with customers and leadership teams
- Experience of direct project management experience
- Proven problem solver with natural intellectual curiosity and excellent analytical capabilities
- Experience leading or managing a team or serving as team lead
- Experience in planning, developing and implementing communication and education programs/materials
- Experience in planning, developing and implementing new business accounts, programs, products or services in healthcare industry
- Hands on experience developing, implementing and running customer care operations
- Experience leading and managing professional level employees
- Experience delivering on KPIs and demonstrating ROI
5
Skills For Account Manager / Customer Care Resume
- Experience dealing with at least hundreds of incoming communications per day
- Uccessful experience in Customer Service, Sales, Operations, Marketing or related field achieving objectives
- Be decisive and assertive and show initiative in problem-solving, while at the same time skilled at team-building
- Experience in cable TV, streaming TV and/or TV programming or other subscription businesses
- Demonstrated ability to leverage a cross functional view when developing strategies and applying solutions
- Experience managing a team size in excess of 50 people including direct management of multiple supervisors
6
Skills For Manager, Customer Care Workforce Management Resume
- Experience developing and consuming RESTful API’s and Web services
- Assesses effectiveness of existing UAT processes, identifies new UAT protocols and testing scenarios, and trains others on facilitation of UAT
- Adaptable to changing demands; able to manage conflicting priorities
- Experience in Customer Care and leading teams in a high growth, B2C organization
- Demonstrated success in leading process improvement initiatives
- Experience in a Contact Center environment, with at least one year supervising a team of representatives
- Experience working in a customer service environment
- Experience managing a customer service organization across multiple locations
- Experience at a representative or higher level working in a comprehensive call center operation
7
Skills For Senior Manager, Customer Care EU Resume
- Demonstrated commitment to building a team-oriented, collaborative, and humble culture
- Experience training team members on process, tools and technology
- Experience utilizing Workforce Management software in a call center environment
- Experience working in call center operations
- Strong computer knowledge including MS Office and ERP/CRM systems
- Experience working in Customer Care or Support PMOs
- Proven knowledge with various IT areas (Architecture, Release Management, Development, QA, End to End testing, etc.)
- Experience running Agile projects
- Experience with application development and testing
8
Skills For Manager, Customer Care Operations Resume
- Strong background in implementing large complex projects in a fluid environment
- Experience delivering enterprise-wide solutions
- Experience working with a variety of staff, delivery organizations, and partners
- Significant experience with reporting and data analysis
- Relevant tertiary qualification and having strong hold on English & Thai language (Read, Write, Speak)
- Experience at a representative or higher level working in a comprehensive call center operation
- Demonstrated understanding of health system, clinical, financial, and administrative workflows
- Establish management procedures and KPIs to ensure that processes are achieving the target experience
- Demonstrated ability to act as a strategic visionary by developing long-term solutions (2 - 3 years out) that prove to be successful
9
Skills For Program Manager, Customer Care Resume
- Demonstrated ability to synthesize information quickly and make appropriate requisite decisions regarding resources and/or actions
- Knowledge and experience with help desk design and functioning
- Strong understanding of company brand and culture, and the ability to synthesize those elements into high impact initiatives for Customer Care
- Set goals, prioritize and execute strategic initiatives
- Takes a strong stand without indicating disrespect and seeks positive outcomes
- Experience with M&A business integration
- Industry certifications desiredB.B.A. or B.S. in business or related curriculum or equivalent industry experience required
- Monitor quality delivery to ensure business processes are being followed while provided excellent customer service
10
Skills For Associate Manager, Customer Care Resume
- Manage all Call Center related activities to ensure that all customer inquires and requests are processed in a prompt, accurate and cost effective manner.
- Suggested areas of improvement and acknowledgement of areas of good performance, where appropriate
- Experience in customer service
- Work experience in customer management
- Customer success/customer experience in a technology company
List of Typical Responsibilities For a Manager, Customer Care Resume
1
Responsibilities For Senior Manager, Customer Care Resume
- The Manager maintains effective KPI monitoring to support a low effort customer experience
- Flexible, team member with positive attitude, ability to prioritize projects and balance competing priorities
- Strong strategic orientation with ability to translate into operational priorities and plans
- + People and Leadership management skills and ability in create a winning team
- Building predictive features using machine learning and data mining to improve overall customer and agent experience
- Bring a solid customer focus and team collaboration to the organization
2
Responsibilities For Manager Customer Care Resume
- Work experience using Windows-based PCs, Microsoft Office
- Initiates sales opportunities and adds on additional services to enhance the customer experience
- Demonstrates ability to analyze data with attention to detail, making critical adjustments when necessary
- Communicate key issues to appropriate stakeholders; work cross-functionally to provide insights and drive continuous improvements in customer experience
- Zendesk experience highly desired
- Identify and improve critical business processes to better the customer experience
3
Responsibilities For Manager, Customer Care & Retention Resume
- Experience with writing performance documents (i.e., goals, IDPs, performance assessments)
- Upervisory or team lead experience required
- Works cross-departmentally to influence and collaborate to improve the client experience
- Provide strong cultural leadership such that the team is connected to each other, and to the larger social mission and vision of athena
- Encourage team to build effective relationships with internal AND external stakeholders
- Experience leading an operational call center
- + Ability to manage multiple priorities and delegate when needed
- Demonstrated analytics ability
4
Responsibilities For Manager Customer Care Operations Resume
- Pharmacy experience an asset
- Three years’ experience in a health care related field, preferably in a managed care environment
- Time Management – Prioritizes tasks and takes into consideration other people’s requirements to achieve deadlines
- Four years of management service experience in a productivity- based environment is required
- In a role that demonstrates Core Competencies
- Knowledge of SAS (nice-to-have) and a solid proficiency in MS Office applications
- Experience in Customer Service Management or Leadership position and/or equivalent
- Proactive planner with the ability to multi-task and prioritize while under pressure
- Defining and implementing continuous delivery including automated testing
5
Responsibilities For Account Manager / Customer Care Resume
- Developing innovative UI workflows using JavaScript, Backbone and Underscore
- Virtualizing development environments using Docker
- Scaling the organization is measured using a Cost To Support metric
- Deploying production environments to Amazon/Google cloud platforms
- Integrating our CRM with IVR and phone switch software
- Managing a vision
- Manage training and quality assurance team to make sure all training needs and materials are supplied in consistent and timely matter
6
Responsibilities For Manager, Customer Care Workforce Management Resume
- Digital native, able to work with product and engineering and comfortable learning new tools and technology
- Oversee the completion of customer initiatives/requests including planning & implementation of related projects
- Proficient with telephony tools and call tracking. Knowledge of Cisco telephony and Remedy call tracking an asset
- Coordinate planning initiatives and change implementations while managing the daily operations
- Knowledge of and proficiency using Care Center telephony platforms (i.e., ACD, IVR, Dialer, Real-time Adherence, Scheduling, etc.)
- Analytic, data-driven and rational approach to decision making and optimization
- Develop strategy for Client Devices and implement next generation computing solutions
- Builds quality sampling process to ensure both Ally Bank, Ally Invest and vendor responses are appropriate with improvement feedback
7
Responsibilities For Senior Manager, Customer Care EU Resume
- Uncommon dedication to the development and success of the Care team
- Be a champion for the customer experience, and particularly the needs of our customer care operations, across the organization. Meet regularly with stakeholders, communicate your team’s priorities and roadmap, solicit feedback and build consensus for key initiatives
- Anticipates industry future directions, provides leadership, vision, and direction for Speech Analytics systems to ensure support of company’s objectives and requirements
- Define, measure, and utilize program KPI’s to improve the overall program
- Typically reports to Director of Customer Care
8
Responsibilities For Manager, Customer Care Operations Resume
- Participate in leadership level business reviews; provide status reports (trends, focus areas for improvement, etc.) on CAS and KPI’s
- Product and vendor administration
- Strong interpersonal, written and verbal communication skills, with solid presentation skills and the ability to represent the department in formal and informal settings
- Working knowledge of software applications including Outlook, Word, Excel, Power Point, Vizio, and Oracle. Ability to travel up to 15%
- Position reports to the Director, Customer Care
- Accountable for direct supervision of the work activities of others. In addition to personnel issues - including selection, termination, performance appraisal and professional development of subordinates
9
Responsibilities For Program Manager, Customer Care Resume
- Educate internal business teams on our contracted partners’ philosophy, Standard Operating Procedures, and create a feedback loop and process to obtain input to improve the efficiency and effectiveness of those relationships
- Work very closely with our distribution center to ensure open communications exist and that warehouse understands customers’ needs and all orders are getting shipped in a timely manner
- Provides feedback to employees by monitoring & analyzing statistical reports
- Define, measure, and utilize program KPI’s to inform improvements
- Creates an environment in which team members are focused on the ultimate customer and employee experience. Proactively identifies opportunities to improve the customer experience through coaching and mentoring team members
- Role models as a team-player. Practices consultative interpersonal techniques and an adaptive style with others. Demonstrates relationship management skills and exhibits a proficiency in conflict management and resolution
10
Responsibilities For Associate Manager, Customer Care Resume
- Demonstrates the ability to interface across multiple disciplines within one organization and effectively communicate information, build partnerships, demonstrate the “one team” approach, while achieving timely results
- Ethical standards and professional demeanor
- Multi task in a fast paced telephone environment
- Hire, train, and develop a team of talented agents
- Organize and manage the day to day schedule of the Customer Care team and allocate team to guarantee targets are met across all channels (phone, email, chat, social)
- Continually forecast and scale headcount to meet growth needs
- Establish, collect, individual and team metrics with clear expectations
- Identify, develop, and manage all support systems and processes
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