Solution Center Resume Sample
Verna Casper
12874 Arely Lake,
Houston,
TX
+1 (555) 432 9847
Work Experience
Partner Solution Center Manager for LAC South
12/2017
-
PRESENT
New York, NY
- Conveys client feedback to internal/functional leaders to improve client experience
- Insures appropriate, timely follow-up, testing, and troubleshooting associated with client specific requests
- Keeps clients informed regarding status of problems and their resolution
- Serves as primary liaison between assigned clients and companies, managing relationships with client contacts
- Maintains call/case log information through various ADP CRM systems and utilizes other databases and resources as needed
- Provides product support to clients by participating in conference calls, webinars, and other media including onsite client visits where appropriate
- Establishes deliverables to any open issues facilitates annual account reviews/year end preparation and provide best practices to benefits practitioners
Solution Center Consultant
06/2013
-
11/2017
Houston, TX
- Serve as first point of contact for clients regarding day to day COBRA, Direct Bill, FSA, and Commuter Benefit inquiries
- Answer incoming calls from carriers, clients, and internal partners (H&W, Payroll, CES, ESC)
- Document all manual client specific processes
- Identify trends and issues and engage appropriate partners to resolve
- Track and enter daily metrics for Client Services Scorecard
- Attend all client and internal calls where appropriate
- Work comfortably in a performance-based and structured environment while demonstrating high ethical standards
Solution Center Intern Estagiário
02/2011
-
03/2013
San Francisco, CA
- Responsible for total client satisfaction of an assigned client base, characterized as processing higher level of complexity
- Responsible for client satisfaction as measure in Quality Survey results for assigned base
- Under limited supervision, analyses complex client requirements for benefits and related HR/payroll policies and procedures
- Provides application and financial/money movement support needed to support COBRA, Direct Billing, FSA, and Commuter Benefits
- Promotes and maintains a high quality, professional, service-oriented company image in working with clients, peers, management team members, and internal ADP partners
- Maintains appropriate records in ADP’s CRM to ensure proper resolution and when required, timely escalation to Tier II or III (Operations/IT) support
- Constantly monitors team queues
Education
Southwestern Adventist University
2006 - 2011
Bachelor's Degree in Business Administration
Professional Skills
- Three years’ experience utilizing leadership skills to provide guidance, coaching and mentoring to professional and support staff
- Proven proficiency in prioritizing critical client issues and managing workflow. (Required)
- Advanced design/debugging/coding skills
- Effective time management skills, organization, and planning required
- Individuals with superior presentation & communication skills to provide customer onsite & remote training and develop customer technical documentation
- Three years’ experience demonstrating thorough knowledge of financial data management and reporting systems
- Three years’ experience troubleshooting functional system issues
How to write Solution Center Resume
Solution Center role is responsible for software, database, training, customer, technical, troubleshooting, analytical, credit, integration, security.
To write great resume for solution center job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Solution Center Resume
The section contact information is important in your solution center 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 Solution Center Resume
The section work experience is an essential part of your solution center 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 solution center responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular solution center position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Solution Center resume experience can include:
- Demonstrated ability to apply Project Management, Account Management, and Strong Technical skills to job functions
- Excellent use with Microsoft Office (Outlook, Word, Excel, Access, PowerPoint)
- Hands-on experience on CA – PPM
- Possess current experience with data architecture and application architecture
- Good to have ITIL foundation certification
- Experience in CA APIM Implementation is Mandatory
Education on a Solution Center Resume
Make sure to make education a priority on your solution center resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your solution center 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 Solution Center Resume
When listing skills on your solution center 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 solution center skills:
- Demonstrate learning agility and critical thinking skills including software related information in both a classroom and in a hands-on environment
- Empathize with users and utilize strong customer service skills
- Strong Technical Email / Verbal Communication Skills
- Prior Help Desk experience required
- Effectively troubleshoot technical product operational issues for product of chosen expertise
- Demonstrates a growth mind-set, seeks feedback often, and is effective in continuous personal and professional development
List of Typical Experience For a Solution Center Resume
1
Experience For Solution Center Consultant Resume
- Operate from established policies and procedures, respond to incoming inquiries with limited supervision
- Experience in API Gateways, API Portals, API Gateway Upgrade and Migrationis Mandatory
- Communications expertise: familiar with social media and skilled in both verbal and written communications
- Good to have knowledge on Docker and Cloud (AWS and AZURE)
- Work collaboratively with internal and external stake holders to provide a great customer experience
- Experience in direct customer service in a contact center environment
- 3+ yrs of Total Experience
- Experience in CA PAM / CA SSO Implementation is Mandatory
- Live API Creator (Good to have knowledge)
2
Experience For Partner Solution Center Manager for LAC South Resume
- Understanding and practical industry knowledge and familiar with common business and accounting practices
- Understand CA ecosystem of supporting organizations including working with CA Services Global Delivery team
- Familiarize themselves with new technology, operating systems, automated testing tools, etc. in order to maintain an awareness of technological advances
- Respond to incoming internal/external customer inquiries for information regarding Physio-Control products and services via phone, email, fax etc
- Fast-paced office environment, requiring significant (75%+) time using computer and telephone
- Set-up and maintain testing environments
- Record issues into a defect-tracking system
- Follow-up and close issues entered into the defect-tracking system
- Review product documentation (manuals/Getting Started Guides) for technical accuracy
3
Experience For T&E Solution Center Specialist Resume
- Resolve issues following SOPs
- Maintain a working knowledge of Physio-Control proprietary software
- Provide professional guidance to SAP partners and help them to integrate SAP’s offering into their own SAP Solutions
- Maintains call/case log information through various WageWorks CRM systems and utilizes other databases and resources as needed
- Manages a set of Client relationships
- Promotes and maintains a high quality, professional, service-oriented company image in working with clients, peers, management team members, and internal WageWorks partners
- Maintains appropriate records in WageWorks CRM to ensure proper resolution and when required, timely escalation to Tier II or III (Operations/IT) support
- Assists the Service Delivery Manager and Client Service Manager in the coordination of any tasks, reconciliations, resource allocation, or risk analysis/action planning
4
Experience For CO Solution Center Financial Analyst Resume
- Serves as Subject Matter Expert on any development item
- Serves as mentor/coach to new associates
- Independently analyses complex client requirements for benefits and related HR/payroll policies and procedures
- Potential interaction with the “C” level executives (CEO, CFO, COO, CIO, etc.)
- Maintains accurate, complete, and up-to-date documentation on all areas of responsibility
- Facilitates Command Center Coordination
- Preparation of reports / graphs of area activities (kpi's book)
- Preparation of low complexity proposals
- Conduct workshops and produce solution value realization roadmap to extend customer solution
5
Experience For Customer Solution Center Technician Resume
- Raise issues or concerns with CA and Customer teams
- Develop tailored components for CA PPM customers
- Deploy CA Services Global Delivery work products
- Ensure users and related user rights are configured as required (change privileges, add/delete users)
- Maintain knowledge about various architectures and protocols
6
Experience For Solution Center Agent Resume
- Deploy new functionality remotely
- Deliver TriNet's core of Signature Services in a contact center environment, by responding to and resolving customer concerns in regards to human resources, payroll, benefit practices, products & services
- Identify areas of client dissatisfaction and escalate to SDM, Team Lead and/or Manager
- Knows significant details of the SLAs and Change Control Document and executes to meet their requirements
- Develops and maintains awareness of SAS70 and accountable for compliance at each task performed
7
Experience For Senior Manager, Customer Solution Center Resume
- Security Implementation around API Security
- Participating in self-directed learning activities aimed at developing deep expertise within technical domain, including reading relevant publications, participating in domain forums or groups etc
- Put forward accurate time estimates of work to be done on a project
- Complete all scheduled tasks on time
- Develop customer focused test plans
8
Experience For RP Solution Center Team Lead Resume
- Escalate issues to a higher level where issue resolution is not achieved within a reasonable amount of time
- Provide information to technical documentation (i.e. Product Release Notes/Readme files)
- Participate in the design spec reviews to understand design, contribute quality requirements and ensure testability
- Receive inbound calls, email, web forms and voice mail
- Expertise in agronomy to represent our products and offer advice to retailers and farmers
- Solves navigation issues of varied scope and complexity following established policies and procedures. Identify issues, resolve problems and escalates issues as appropriate
9
Experience For Director Facets Solution Center Resume
- Interact with cross-functional teams (such as Software Verification, System Analysis and Project Managers)
- Supports and follows established processes and structures for change initiatives
- Maintain application knowledge of the products developed by the assigned business unit(s)
- Maintain a pleasant demeanor with all customers
- Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to SO Service Standards and transfer all calls to relevant departments responding to requests quickly and efficiently
- Maintain sound knowledge of guests, especially all VIPs and mention their name on the phone as often as possible
10
Experience For Coordinator, Solution Center Resume
- Ensure all wakeup call requests are performed at the exact time. All reports are collected from SO Welcome Table and any discrepancies with the Solution Center records are controlled
- Take personal responsibility in learning all security and emergency procedures to be able to act accurately if it is required
- Maintain an up to date internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests
- Maintain strict security procedures in line with PCI compliance in all credit card transactions
- Ensure every guest interaction is handled in line with the SO values and service standards
- Effectively communicates with ADP NAS Clients and/or Solution Center Consulstants (SCC) and accurately documents all issues. Communication utilizing the Siebel CRM Call Management System (5% of time)
List of Typical Skills For a Solution Center Resume
1
Skills For Solution Center Consultant Resume
- Strong communication skills, both verbal and written, to conduct instruction and provide technical assistance to users
- Excellent organization, time management and customer services skills
- Strong verbal/written communication and telephone etiquette skills are required
- Relevant work experience or a strong background in agriculture would be an asset
- Moderate to advanced capabilities with online applications, basic skills in Microsoft Office Suite (Word, Excel, Outlook, etc) or equivalent
- Strong Customer Engagement and Customer Services Management experience
- Demonstrate and cultivate a passion for delivering high quality products aligned with customer needs; increase customer exposure to build empathy
- Experience in a similar position in a SSC environment
- Customer service experience
2
Skills For Partner Solution Center Manager for LAC South Resume
- Experience in a call center environment or in the rent-to-own industry
- Strong inter-personal communications and business engagement/teamwork capabilities
- Operate efficiently in a team environment
- Developing custom assertions using java (Need to have basic knowledge on Java)
- Operating Systems - Client OS, Windows, Linux
3
Skills For T&E Solution Center Specialist Resume
- Troubleshooting and Core Dump Analysis
- Understanding of common integrations with core product solution such as ERP, data load, migrations, etc
- Understanding of all Services offerings in solution catalogue
- Understanding of CA PPM Solution both from functional and technical aspects
- Understanding of CA Services Global Delivery Pre-Packaged Work Products
- Understanding of SSO mechanics
- Relay and route written and verbal messages, suggesting rewording for clarity and conciseness if required
- Be attentive on all information received during each SO Welcome Department handover (briefing)
4
Skills For CO Solution Center Financial Analyst Resume
- Supports the training and mentoring of SCC I & II on job requirements, product functionality, and service delivery techniques
- Provides initial and ongoing training of the Knowledge Management Process for all Service Desk
- Provide IT assistance for operating systems, productivity software, and a variety of other software applications used internally
- Spot recurring technical issues and deploy solutions to address the root of the problems
- Success management: Assisting in the development and execution of a clear plan for long-term succes
5
Skills For Customer Solution Center Technician Resume
- The SAP Partner Solution Center is part of the Global Channels & General Business (GCGB) organization serving all SAP regions
- Employ continuous learning; build domain expertise and keep abreast on new technology, processes, systems and tools
- Familiarity with general office equipment and operating software
- End to End Solution building, Custom Development and Post-Implementation Support
- Synthesize complex business problems and offer practical solutions leveraging current product release
- Follow and update design specifications, configure solution accordingly and perform unit testing
6
Skills For Solution Center Agent Resume
- Capture, read, understand and modify business requirements, design specifications, training plans, and other solution artifacts
- Engage as a part of the project team; contribute product and solution expertise, deliver messaging to customers
- Remain calm and focused when dealing with difficult customer
- Maintain thorough knowledge of all hotel facilities and promotions, use every opportunity to be a 'Sales Person' by actively upselling the hotel outlets
- Work in a team environment, assisting SO Welcome Table & Book@SO Departments when required
7
Skills For Senior Manager, Customer Solution Center Resume
- Ensure all In-Room Private Dining orders are taken via Micros and communicate with the Wine & Dine team any orders and special requests made by guests
- Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required
- Answer incoming calls from carriers, clients, and internal partners
- Facilitates and tracks Service with SLA On-Boarding for the Solution Center
- Facilitates training and acts as a subject matter expert for knowledge process. Works directly with the knowledge management process owner and manager
- Acts as the primary back up for other Solution Center II responsibilities including Access Management
8
Skills For RP Solution Center Team Lead Resume
- Provides backup for the Service Desk Team during breaks in normal service due to absence, turnover, or greater than normal workload
- Independently investigate and implement solutions to technical issues
- Respond and follow up on technical help tickets submitted via phone and email
- Development Languages - JavaScript, Java, HTML/CSS
- Servers - Windows, Unix
9
Skills For Director Facets Solution Center Resume
- Database - MS SQL, Oracle, DB2, MS Access, Directory Servers
- LDAP, Open LDAP, Oracle, Sun, IBM, CA Directory
- Protocalls - HTTP, CSS, LDAP, X500, ODBC/JDBC, SMTP, POP3/IMAP, SNMP
- General supervision and HR-related oversight from SDM and/or Manager
- Assignment of day-to-day tasks and schedules by SDM, Team Lead and/or Manager
- Our mission is to drive the digital business transformation of key partners in the mid-market through adoption and packaging of SAP’s solution innovations, resulting in partner self-sufficiency and incremental revenue in country
- Our strategy is to remove inhibitors of future growth by collaborating with SAP teams at every step of the partner innovation adoption lifecycle from upskilling, solutioning, through to sales to customer quality. To this end, we play 2 major roles
- Constant sitting and keyboard operation
10
Skills For Coordinator, Solution Center Resume
- Work within a self-directed Agile team; commit to work and own the outcome
- Actively communicate and collaborate across functional boundaries
- Initiative to seek out answers, solutions, and positive outcomes for both the client and WageWorks
- Three years’ experience demonstrating thorough knowledge and understanding of internal control practices and their impact on protecting University resources
- Intermediate level of understanding of other service/product offerings in order to facilitate questions/coordinate resolutions in areas of H&W, Payroll, and HR in support to insure a seamless client experience and ADP’s One Stop Shop philosophy
- Intermediate proficiency in the utilization of ADP partner applications such as Accor’s online ordering platform and Metavante’s card processing application
- Intermediate understanding of related internal ADP applications and interfaces which impact client’s COBRA/FSA service experience (e.g. payroll, HR, and H&W applications across all NAS, MAS, and SBS segments
- Intermediate level of understanding of other service/product offerings in order to facilitate questions/coordinate resolutions in areas of H&W, Payroll, and HR in support to insure a seamless client experience and WageWorks One Stop Shop philosophy
- Intermediate understanding of related internal WageWorks applications and interfaces which impact client’s COBRA/FSA service experience
List of Typical Responsibilities For a Solution Center Resume
1
Responsibilities For Solution Center Consultant Resume
- Deliver on-site product solution training
- Interpret payroll and human resources policies, explaining benefit plan specifics, changes and policy decisions for customers as necessary
- CA Single Sign On – Product Functional and Architectural Knowledge
- Solution Architecture Knowledge – High Availability, Replication of Data Sources
- Able to understand the Solution Architecture and Implement the same independently
- Area 1:Support the regional Go-to-markets for the SAP Analytics & Insight On-premise and Cloud portfolio, focused in SAP BusinessObjects Cloud in the GB space through direct and indirect channels educating key partners and preparing them to drive scalable business. Execute on new initiatives that drive growth in the GB market
2
Responsibilities For Partner Solution Center Manager for LAC South Resume
- Area 2: Coach partners on creating Industry / LoB specific packaged offerings on top of SAP BusinessObjects Cloud to drive volume business in the GB space
- Area 3: Drive development of compelling use cases that integrate SAP BusinessObjects Cloud to other solutions like SAP Business ByDesign, SAP S/4HANA, HANA Cloud Platform, Hybris and SuccessFactors, ensuring the availability of preconfigured offerings in GB by educating and coaching partners
- Three to five years A/P, Procurement, Payroll, HR Administrative, Bookkeeping, or General Accounting experience or supporting those functions/systems or combination thereof
- Strong interpersonal skills, analytical skills, service orientation, active listening, critical thinking, attention to detail, ability to multi-task in a high volume environment, organizational skills, effective verbal and written communication skills, sound judgment and decision making; ability to develop original ideas to solve problems
- Insures resolution of high complexity client application questions or problems in the area of system setup, product functionality, and product enhancements in addition to other service issues in the complex arena of employee benefits administration, particularly COBRA, Direct Bill, FSA, and Commuter Benefits administration
3
Responsibilities For T&E Solution Center Specialist Resume
- Expert level of understanding of other service/product offerings in order to facilitate questions/coordinate resolutions in areas of H&W, Payroll, and HR in support to insure a seamless client experience and ADP’s One Stop Shop philosophy
- Demonstrates expert proficiency in the use of all COBRA/FSA Solution Center tools such as Clarify/Siebel, FlexDirect/SAM, BeneDirect/CASPro, MS Office Tools, Documentum, claims processing tools, imaging, fax, and workflow tools
- Expert proficiency in the utilization of ADP partner applications such as Accor’s online ordering platform and Metavante’s card processing application
- Expert understanding of related internal ADP applications and interfaces which impact client’s COBRA/FSA service experience (e.g. payroll, HR, and H&W applications across all NAS, MAS, and SBS segments
- Participates in special projects and other regional initiatives as requested by management and serve as regional champion (ROC) or Subject Matter Expert (SME), working as liaison to Product Services/Field Support Services, Project Services, and/or Service Deployment
- Utilizes proficient analytical and project management skill, provides a wide variety of core and ancillary (billable) services
- Ensures the coordination, testing, and necessary client-specific rollout of new releases, both internally and to clients as requested by management
- Provides on the job training
4
Responsibilities For CO Solution Center Financial Analyst Resume
- Provides mentoring to new associates
- Coordinates and facilitates proficient key discussions with multiple business units
- Presents product overviews and field questions at ADP User Group Meetings or ADP management meetings
- Presents overview of position to new sales prospects
- Act as department leadership to help troubleshoot and problem solve roadblocks as required
- Manage small to medium projects without formal project management oversight
- Willingness to receive regular performance feedback
5
Responsibilities For Customer Solution Center Technician Resume
- REST/SOAP/LDAP/FEDERATION SAML 2.0/OAuth2.0
- Technical knowledge of personal computer operations, basic network operations and data communications set-ups
- Work self-directed and independently with little management oversight
- Troubleshoot issues and provide guidance to solution team
- Act as trusted advisor in all customer interactions
6
Responsibilities For Solution Center Agent Resume
- Contribute to Services Best Practice library
- Understand difference between an On Premise and On Demand (SaaS) solution
- Utilize Services Best Practices to accruately and efficiently implement product of chosen expertise within the client environment remotely
- Proficiency in the use of PC applications. (Required)
- Deliver TriNet’s core of Signature Services in a contact center environment, by responding to and resolving customer concerns in regards to human resources, payroll, benefit practices, products & services
- Deliver friendly, hassle free service to all callers with accuracy, professionalism, empathy and sense of urgency
- Follow internal safety and standard operational procedures
7
Responsibilities For Senior Manager, Customer Solution Center Resume
- Ensure delivery of timely and accurate information including product, operational, technical, procedural and compliance support for internal customer-facing employees supporting business banking; ensure activities comply with established policies and regulatory standards
- Provide credit-related information to customer-facing employees including application status, system input procedures, detailed explanations regarding credit decisions and credit policies and guidelines
- Assists customer facing teams with call volume as needed
- Work varied shifts, including weekends and public holidays
- Complete necessary transactions on behalf of customer in an accurate and timely manner
8
Responsibilities For RP Solution Center Team Lead Resume
- Supports efforts to deepen relationships with Group customers and cross-border business to fulfill US banking needs of Group customers. – critical element as unit supports AOC and Commercial IBC
- Show respect and courtesy to all customer
- Familiarity with technical infrastructure to include LAN’s, WAN’s, and servers
- Handle tasks carefully and correctly – be thorough and exact in detail with a sense of urgency
- Knowledge with ResDairy, Micros and PowerPoint would be beneficial
- Be a Team player, contribute to and assist co-workers
- Familiarity with technical infrastructure to include LAN’s, WAN’s and servers
- Preparation of spreadsheets
- OTK & MAG
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