Customer Operations Manager Resume Sample
Chanel Muller
5396 Reichert Ports,
New York,
NY
+1 (555) 218 0828
Work Experience
Customer Operations Manager
05/2015
-
PRESENT
Detroit, MI
- Advancing the Customer Relationship - proficient
- To leverage our operating model both internally and externally by aligning with EMEA Distribution, Italian Sales, Italian Demand Planning, EMEA Customer Logistics, logistic service providers and customers providing optimum service at competitive cost
- To enable above, the position holder is member of the EMEA Customer Operations Managers network, contributing and supporting both the overall functional Operations agenda in Italy as well as the EMEA Customer Operations agenda
- To lead and develop a team of 7
- To offer optimum responsiveness to consumer-driven customers demand, while adhering to LEGO processes ensuring coherence and scalability
- Communicate precise innovative Sales business solutions to customers and team leaders
- Analyze, establish and manage SG&A budget, with financial acumen
- This is a mobile role servicing a 50 mile radius around Austin
Senior Customer Operations Manager
04/2010
-
02/2015
Philadelphia, PA
- Extensive experience of working in a supply chain including processing orders, inventory management and claims processing
- Prior experience in a B2B Customer facing role is essential
- Understanding of the UK grocery channel is desirable
- Demonstrated experience of building relationships and having challenging conversations
- Fluent English required to communicate with customers and team
- Manage innovative leadership, facilitate and support integration of expertise into business planning and decision-making processes. Be an inspiring leader and build Talent, providing motivation to team members to become an “indispensable resource” to customers
- Assess business views strategically. Ability to adapt and support the organization through times of change
- Lead customer care, billing, transaction management, regulatory compliance, and inside sales teams
- Promote and achieve excellence by delivering on key performance indicators for customer satisfaction, retention net promoter scores on the mass market customer “journey” from enrollment through roll-over and renewal
Utilities Customer Operations Manager
05/2005
-
10/2009
Philadelphia, PA
- Lead when changes and proposed regulations occur to understand potential threats to current processes and formulate solutions to comply
- Conduct internal review of current processes within sales, marketing, operations, supply, and billing to identify gaps in compliance
- Establish controls to bridge identified gaps in compliance and document such controls
- Create new market entry plans for new markets that address potential gaps from current processes
- Create compliance plans for new sales channels, methods of advertising, channel partners
- Maintain organized intake system for customer complaints to separate complaints by state, class of customer, and issue
- Maintain scalable response system for customer complaints to enable consistent responses in state-prescribed formats
- Lead and develop training materials and deliver training to direct leads with customer service vendor and inside customer care team
- Direct approvals and coordination with Think team on customer call scripts, customer facing documents and marketing material, and business processes
Education
Lawrence University
2000 - 2004
Bachelor's Degree in Business
Professional Skills
- Excellent communication skills at all levels of management -- presentation as well as personal, soft skills
- Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups
- Excellent leadership and interpersonal skills to effectively manage a group of 10+ employees
- Strong decision making, influencing, and negotiating skills at a departmental or region level
- Strong interpersonal and leadership skills that enable influencing both written and oral without authority
- Excellent organisational and managing skills
- Strong communication skills: both in written and formal presentations
How to write Customer Operations Manager Resume
Customer Operations Manager role is responsible for customer, leadership, interpersonal, software, coaching, negotiation, collaboration, telephony, payroll, telecommunications.
To write great resume for customer operations manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Operations Manager Resume
The section contact information is important in your customer operations manager 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 Operations Manager Resume
The section work experience is an essential part of your customer operations manager 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 operations manager 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 operations manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Operations Manager resume experience can include:
- Excellent analytical skills, business acumen, and interpersonal communication skills
- Proven relationship building and trouble shooting skills
- Solid proficiency in Excel, PowerPoint, Word with demonstrated experience in modeling, analysis, research, and creating presentations
- Demonstrated skills in desktop applications such as Excel, Word, PowerPoint and project planning software
- Naturally organized, proactive, and detail-oriented with demonstrated leadership experience and a strong work ethic
- Strong communication skills: written and in formal presentations
Education on a Customer Operations Manager Resume
Make sure to make education a priority on your customer operations manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer operations manager 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 Operations Manager Resume
When listing skills on your customer operations manager 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 operations manager skills:
- Effective project and cost management skills in keeping projects on schedule and budget and assuring all relevant parties are informed on progress or issues
- Strong operational experience, evidenced by dealing with day to day challenges and consistently delivering on plans
- Excellent ability to communicate effectively verbally and in writing to non-technical and technical clients
- Effectively multitask; handle multiple priorities at one time
- Effective group interpersonal skills
- Demonstrated skills in desktop applications such as Word, Excel, PowerPoint, Visio, Project, and Outlook software
List of Typical Experience For a Customer Operations Manager Resume
1
Experience For Senior Customer Operations Manager Resume
- Strong task management, problem solving and process management skills, with ability to direct work through non-dedicated resources
- Lead by example and raise-the-bar. Bring best practices and prior experience into Deliveroo and adapt for our culture and ways of working
- Demonstrated experience in driving business initiatives by demonstrating data driven insights and cross organization alignment
- A high level of written and oral skills, able to communicate concisely by telephone and email, and do presentations
- Communicate effectively and efficiently with internal and external parties
- Solid experience in Customer Service with multiplatform environments
2
Experience For Psegli Customer Operations Manager Resume
- Expert level negotiation and communication skills
- Demonstrated leadership and ownership and have a demonstrated ability to manage virtual teams
- Excellent presentation and group facilitation skill
- Experience in the CPG Industry and 5+ years’ experience with Walmart
- Experience of working in a supply chain including processing orders, inventory management and claims processing
- Skill in demonstrating and training professional phone etiquette in alignment with the Phone Quality Team
- Work with sales, marketing, and customer to develop a deep understanding of customer’s platforms, needs, and priorities
3
Experience For Utilities Customer Operations Manager Resume
- Telecom Industry experience required, especially dealing/working with Japan's main operators
- Manage multiple priorities and deadlines, including knowing how to motivate yourself, your managers, and associates to meet critical milestones
- Proven background in statistics, scheduling, or data analysis
- Working experience
- Exposure to and experience dealing with big data
- Experience in dealing with industry leader clients and users
4
Experience For Customer Operations Manager OPS Resume
- Industry Knowledge: Solid understanding of customer’s needs and future direction (business, technology & services)
- Experience managing delivery of services through external partners (carriers, installation partner technicians, disposal partners, etc.)
- Together with the KAM take prioritization decisions within the account
- Develop strategies to improve customer service experience and satisfaction, create engaged customers and facilitate organic growth
- Validate each team agent’s scorecard
- Demonstrate and coach WOW
- Global Operations Management Experience supporting a global team for a global technology company
- Experience with basic technology implementation (ie. SAP, JDA, OTM or other TMS/ERP systems)
- Light Program Management experience
5
Experience For Ciot Customer Operations Manager Resume
- Experience using customer and financial data to drive business decisions
- Experience in a large scale, dynamic, globally diverse e-commerce company
- Experience with SQL desirable but not required
- Similar experience
- Excellent finance knowledge
- Strong Internal Ericsson contact network
- Demonstrated ability to provide clear, concise reports and feedback to peers and executives
6
Experience For Customer Operations Manager Protected Categories Resume
- PMP or equivalent Project Management experience/certifications
- Outstanding working knowledge of various prevailing Telecommunications tools, Operating Systems and Desktop Applications
- Identifying and working alongside underperforming staff to implement appropriate improvement plans are in place
- Performing day-to-day operations, interacting with customers and fulfilling orders
- Handling administrative aspects of the business including managing inventory, technology updates and asset management
7
Experience For Practice Customer Operations Manager Energy & Utilities Resume
- Conducting monthly 1-2-1’s and setting yearly objectives
- Creating an efficient weekly labour schedule considering hours of operations and sales volume requirements
- Troubleshooting and escalating issues to appropriate stakeholders
- Managing own assigned group of customers serving as the primary service contact by phone and by email
- Managing the price quote and bid pricing workflows
- Managing the day-to-day task of the Purchasing Team
- Promoting the EBSCO/GOBI Library Solutions offer and resolving any service to the customers’ satisfaction
- Leading and managing others for success
- Working knowledge of managing orders on SAP (AFS/IS Retail) or similar systems
8
Experience For Global Service Provider Customer Operations Manager Resume
- Developing readiness plans to be delivered through a community model, including adoption & usage of self-serve tools to consume content
- Developing a set of measurable metrics to monitor Zayo performance in all areas of engagement with large/strategic customer accounts
- Updating CRM records accurately
- Driving Global Operational Excellence strategy
- Contributing to our next generation change management assets
- Leading operational projects
- Delivering results against in-service challenges
- Developing ability to communicate and drive improvement across cross-functional teams to improve operations metrics and customer satisfaction
- Understanding of Technology asset finance products
9
Experience For Customer Operations Manager Zambia Resume
- Understanding of compliance with Customer Due Diligence and relevant regulations
- Providing Program & Policy subject matter expertise & influence future capability & design through insights
- Ensuring continuous improvement of partner operational excellence
- Risk Management: Identifying, scoping, accessing and managing all risks associated with service contracts and/or service issues
- Provide a forecast for demand and supply planning purposes by analyzing customer forecasts, historical shipment records, and conducting own analysis
10
Experience For Regional Customer Operations Manager Resume
- Responsible for securing adequate staffing for all locations at all times following Company policy with visibility on a shared calendar
- Collaborate with Training on new Agent readiness coming out of Training (Stamp of Approval)
- History of working in a matrix management environment with success in motivating people without direct reporting relationships
- Responsible for Telesales & Service Forecasting and Planning
- Work with supporting organizations (IT, Mobility Solutions, etc) to introduce support of new Radar products, processes (including support), services
- Compile and distribute daily turnover report detailing customer issues that are either ongoing or recently resolved
- Accurate and timely recording of transactions and filing of documentation on the Salesforce application
- Account planning including stratification, COSs, Partner Profiles & CPE plans (COE)
- Creates and enforces daily schedule at assigned locations for opening/distributing daily mail, branch email inbox and faxes received
List of Typical Skills For a Customer Operations Manager Resume
1
Skills For Senior Customer Operations Manager Resume
- Leadership and management skills, strong proven, previous management responsibilities required
- Effective and confident communication and presentation skills
- Strategic relationship management skills and experience
- Strong inter-communication skills
- Excellent computer skills (Excel, SAP, Word)
2
Skills For Psegli Customer Operations Manager Resume
- Operate in a fast-paced environment, handling multiple competing priorities, and lines of business
- Ensure all staff have challenging personal development plans in place that are being implemented effectively
- Deep knowledge and understanding of local market rules and regulations on dealing with pharmaceutical goods and demonstrated core compliance adherence
- Define/ implement process improvements utilizing quality assessment and improvement skills - Required
- Demonstrated, take-charge attitude, and able to demonstrate flexibility and resiliency
3
Skills For Utilities Customer Operations Manager Resume
- Explain information and effectively lay out pros and cons of alternatives to consider
- Resolve issues quickly and effectively
- Prior experience managing a P&L/budget responsibilities
- Negotiation skills essential; Able to negotiate with both the customer and with internal resource owners
- Superior customer interface skills and ability to work with all levels of customer operations and management
4
Skills For Customer Operations Manager OPS Resume
- Negotiation, communication, and issue resolution skills
- Or more solid experience from Customer Project Management or relevant line management role
- Work effectively in lead multi-cultural and cross-functional teams
- Collaborate effectively with internal Business and Technology partners
- Considerable experience in customer operations and/or customer experience
- Work with support organizations to adapt process as required. Drive new requirements to ensure that the customer experience is the priority
- Monitoring and prioritizing workloads, maintaining and reporting on analytics of performance
- Thinking of new ways to create memorable customer experiences that enable the business to meet and exceed the business plan
5
Skills For Ciot Customer Operations Manager Resume
- Measuring customer experience, performance and concessions
- Experience building and leading teams of 2 or more in customer-facing roles
- A strong working knowledge of technology including business ERP systems and Microsoft Applications
- Experience with managing direct reports who are responsible for managing others
- Significant experience interacting with customers, including executives
- Experience in any of the following: Sales/Marketing/ Business Operations/Supply Chain
6
Skills For Customer Operations Manager Protected Categories Resume
- Evidence of simplifying and developing new policies and procedures to reduce admin burden and drive efficiency
- Previous experience of leading high performing customer service teams (team of up to 5 indirect reports) within a complex environment
- Ensure the efficient, effective and compliant management and processing of business transactions including but not limited to
- Cooperate with QA, Finance and AR in supporting the Quality Management System, revenue recording
- Lead and manage multiple initiatives which impacting Cisco's services to achieve effective outcomes - Required
- Build effective business relationships utilizing influence to accomplish goals
- Experience using customer and financial data and analytics to drive business decisions and policy changes
- Data to demonstrate improved bench strength and succession planning
7
Skills For Practice Customer Operations Manager Energy & Utilities Resume
- Continue to enhance the Customer experience through specific Claims and Business Services initiatives achieving stretch targets
- Strong Problem Solving and solution based recommendations to all key stakeholders
- Extensive customer engagement/facing experience
- Experience with managing multi-disciplined teams that are geographically dispersed
- Experience applying business management, financial concepts & contracts knowledge to analyze Customer needs and deliver recommendations
8
Skills For Global Service Provider Customer Operations Manager Resume
- Strong understanding of cloud concepts and platforms
- Strong attention to detail - Required
- Anticipate, prioritize, and delegate work activities and leverage indirect resources to meet objectives - Required
- Build an effective engagement and reward plan within the department to drive performance and boost moral
- Implement: We support effective integration of solutions
- Complaint Reduction (delivered through 10% reduction against the claims Customer Experience Improvement Plans (CEIPS)
- Strong working knowledge of Microsoft Office Suite (Excel, PowerPoint), SAP, ProClarity, LPI and information systems
9
Skills For Customer Operations Manager Zambia Resume
- Long year working experience with NTT group would be highly advantageous
- Experience successfully managing large teams (e.g. 20+ people) of service, operations, or logistics workers required
- Thought leadership and commercial understanding as needed to identify short and long term business priorities for specific account
- Have Microsoft Partner program knowledge (OEM, CSP, for example) and/or experience working with partners in some capacity
- Analyzes customer support metrics, survey results and QA analysis to develop and implement improvements to the customer experience
- Experience working and managing third party suppliers (ASP’s)
- Good level of written and spoken Italian
- Experience in performance and quality management programs implemented in operator’s daily routines
10
Skills For Regional Customer Operations Manager Resume
- Experience and knowledge in process improvement
- Able to have strong rapport and negotiation with customer
- Experience as a Project/Program Manager would be suitable
- Demonstrated ability to attract, hire and develop a team
- Academic or work experiences on IT or Telecom related technical field would be highly advantageous
- Proven ability to persuade and mobilize internal/external resources to secure contract fulfilment
- Accountable for implementation of high impact and diverse customer experience initiatives
- Strong communicator, coordinator and organizer
- Demonstrated relationship management (both face-to-face and remotely)
List of Typical Responsibilities For a Customer Operations Manager Resume
1
Responsibilities For Senior Customer Operations Manager Resume
- Providing key point of internal/external contact for all matters relating to short-term flow of goods, order management for specific customers
- Ensuring efficient and correct flow of information between supply chain and the regional teams with regards to availability of products and regional priorities
- Demonstrated success in compiling, analyzing, and presenting financial and performance data
- Surface pain-points and broken processes. Diagnose areas of optimization and demonstrate hypothesis driven problem solving abilities
- Experience with managing product lifecycles and roadmaps
2
Responsibilities For Psegli Customer Operations Manager Resume
- Experience presenting critical updates to large groups and high level executive management
- Personal & professional development of subordinates, demonstrated through completion of PE / PDG and employees' progress towards individual goals
- Leading and developing a team of 3-4
- Processing and resolving customer claims and ensure available credit is sufficient for orders
- Rescheduling and termination and returning of equipment
- Addressing customer complaints in accordance with policy
3
Responsibilities For Utilities Customer Operations Manager Resume
- Multitasking: able to manage many aspects of the account simultaneously
- Support Global on-boarding/off-boarding activities for geo and portfolio expansion for key accounts
- Documentation being accurately prepared while working towards deadlines
- Provide details of product promotions. Collaborate with Training Team on PROMO training
- Dynamic leadership role in an evolving and fast growing business unit
- Implements and promotes use of Ericsson Ways of Working such as CSI Network Rollout Factory
- Understanding customer needs; translate them into delivery actions in order to ensure high customer satisfaction, cost under control, and employee’s motivation in place
4
Responsibilities For Customer Operations Manager OPS Resume
- Create, maintain and communicate a customized support plan to meet the customer’s evolving needs
- Support commercial teams to drive strategic operational decisions based on CRM KPI’s by using CLM
- Maintain / improve business reporting process; drive consistency across the team
- Strategic Global Operational Planning & Business Growth Support
- Drive Partner Listening Forums and Co-Design sessions
- Balance daily work load of the CS team to ensure customers are receiving highest level of service
- Conducts the onboarding of all new employees for consistent best practices & procedures
- Actively reviewing weekly replenishment orders vs stock and sales data. Help to drive inventory management agenda within the BU
- Great learning on mobile and big data technology
5
Responsibilities For Ciot Customer Operations Manager Resume
- Well rounded knowledge of semiconductor manufacturing, test, and quality processes
- Work under tight timeframes and minimal guidance under rapidly changing environment
- Explore and implement ways to enhance existing processes and workflows
- Create customer presentations using Microsoft Powerpoint
- Proactively act upon any areas of performance concern, driving performance improvement through changes in systems, processes, or other areas as necessary
- Activation of transactions and Customer invoicing
6
Responsibilities For Customer Operations Manager Protected Categories Resume
- Embrace, encourage and role model team working and collaboration
- Participate in process and system development through testing and similar activities
- Persuasion. Able to have the right arguments to convince others of standpoints with respect to certain plans, idea’s or services
- Deliver consistent Service Excellence across all IBX’s
- Communicate operational and financial performance to internal and external stakeholders
7
Responsibilities For Practice Customer Operations Manager Energy & Utilities Resume
- Determine optimal path to support Partnerships based on initial, variable, and fixed costs given the size and criticality of the Partnership
- Understand partners’ businesses and businesses models, industry and verticals
- Use deep knowledge of partner operational processes, tools and systems, along with predictive analytics to optimize partners’ operations for modern programs
- Create and execute against a 3-5-year strategic plan to ensure superior Customer Excellence remains the centerpiece of the Apex Product Group while upholding each Brand’s promise
- Product quality (resulting from delivery damage) and timely resolution of any potential defects
- Customer satisfaction of those serviced in assigned branches’ regions
- Percent of orders delivered on schedule and complete for assigned branches
- Safety of employees in service delivery, warehouse, and vehicle operation, as defined by ReadyRefresh guidelines and standards
- Employees’ adherence to standards for professionalism and courteousness
8
Responsibilities For Global Service Provider Customer Operations Manager Resume
- Regular collaboration with COM peers to share best practices
- Work with commercial teams (all therapeutical areas) patient journey mappings and develop a multichannel mix strategy to be implemented for each brand. Analyse and follow up implementation through KPI’s in order to optimize implementation and targeting
- Drive Partner Onboarding: Ensure partners can transact, adopt and consume from day one through completion and maintenance of partner´s onboarding plan(s) based on partner feedback and telemetry from support teams
- Rationalize customer needs across Micron priorities and the needs of other mobile accounts
- Transform Partner Engagement: Identify and implement operational improvements that yield business benefits for Microsoft and our customers/partners
- Track account specific deliverables internally at Micron to ensure they are on track and appropriately escalated when necessary
- Provide clear status updates internally and externally on account activity and deliverables
- Manage the core support and maintenance of our core solutions on behalf of our customers
9
Responsibilities For Customer Operations Manager Zambia Resume
- Work with the CSG Leader to define measures of success and performance dashboards
- Manage and improve the delivery of performance metrics dashboards; track and reports on key metrics including retention, customer loyalty (NPS), customer satisfaction and customer effort
- Identify opportunities to improve performance and add value at each step of the customer journey
- Align with key stakeholders (Sales, Finance, Customer Analytics, etc.) collaborate with finance team to generate reports related to retention and other Customer Experience team goals
- Creation / management of continuous-improvement programs for operational excellence
- Proactively review and strive to maintain high levels of data quality, accuracy and process consistency
- Global Account Operations focal point internally and to customer
10
Responsibilities For Regional Customer Operations Manager Resume
- Establish and manage global team structure & resource plan - lead and direct local COMs and COSs
- Responsible for management, execution and governance of a Managed Services Statement of Work for a single large account and/or multiple complex, small accounts. Customer Output Environments vary from hundreds to thousands of installed devices with revenues typically between $8M and $15M, based on region
- Manage Amendments, Change Requests and renewals of SOW
- Manage and administer all aspects of the day-to-day operations such as install base accuracy, hardware orders, device change management, issue resolution, client training needs, consumables forecasts, client on-hand inventories, toner reconciliation, consumables, vendor management, normal business as usual activities
- Monitor, analyze and report on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention
- Fiduciary responsibility for ongoing administrative operations including cost management, inventory management, accounts receivable and gross margin; provide Revenue and Expense forecast for each client as part of the Monthly Outlook Process
- Experience with ensuring successful customer on-boarding and support
- Experience managing technical programs
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