Customer Service & Operations Resume Sample

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Trycia Waelchi
87851 Sven Mountain,  Phoenix, AZ
+1 (555) 657 1945

Work Experience


Customer Service Operations Manager
01/2017 - PRESENT
Houston, TX
  • Develop employees’ skills by providing a clear understanding of performance expectations through coaching, mentoring, and accountability of staff
  • Experience in home warranty, escrow or real estate sales required
  • Order Acceptance and Order Entry
  • Primary contact for accepting orders from trade customer
  • Ensure adherence to Corporate Order Acceptance Policy, standard terms and condition and export administration requirement
  • Ensure proper approvals for any non-standard or specially negotiated terms and conditions, and ensure supporting document is in order
  • Enter and edit order, including change order, credit and rebill, in accordance to Keysight policies and processes
Customer Service & Operations
12/2009 - 12/2016
Phoenix, AZ
  • Manage a Business of c 600 banking professionals in Mortgages Operations India along with delivering Global Transformation Projects and introducing new Technologies in Business like Robotics and Agile
  • Managing and Transforming the Mortgage business in India (~40% of overall operations) by providing a faster Speed to Offer along with superior Services to the UK customers
  • Developing and building relationships with key stakeholders across geographies to align with common strategies, deliverables and industry-wide practices
  • Proactively assessing stakeholder expectations/needs and align delivery as per those requirements
  • Operationalization of strategy – ensuring and managing costs within budgets and align revisions as per changes in the strategy
  • Develop and sustain a robust client engagement model and provide informative & customized MIS (in particular separation of MIS per division). Influence the strategy around building the successful partnership
  • Identify and anticipate our customers’ future needs. Simplify and streamline work and reduce complexity
B-customer Service Operations Support Assistant
08/2004 - 08/2009
Phoenix, AZ
  • Follow-up and correct pricing or configuration issues
  • Negotiate with Field/Customer and Division to establish committed delivery date
  • Proactively manage order to meet committed delivery date and any special delivery requirement
  • For non-credit customer, actively follow-up on letter of credit or cash-in-advance payment from customer, and ensure that any shipment out of division can be duly delivered to customer
  • Ensure all order result in clear and payable invoice, and that invoice and revenue recognition is triggered in accordance to SAB101 rules
  • Establish and maintain effective lines of communication with FE, management, business and cross-functional teams to resolve customer order related issues
  • Insure Customers are proactively notified of changes in order status. Follow-up on outstanding issues, and take ownership for customer satisfaction in assigned area
  • Solid Internal knowledge of Keysight

Education


Spalding University
1998 - 2003
Bachelor's Degree in Business

Professional Skills


  • Inspiring Teams: Champion Airbnb’s Mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment
  • Basic understanding and experience working with data warehousing and data quality as well as proven data analytical skills in a fast-paced organization
  • An ongoing focus on developing your skills, both in respect of MS qualifications and soft skills
  • Excellent telephone skills, including listening, demonstrating courtesy, empathy and accuracy
  • Strong analytical and problem solving skills, along with sound judgment
  • Relevant work experience in a role requiring application of analytic skills
  • Excellent analytical, leadership, and problem-solving skills

How to write Customer Service & Operations Resume

Customer Service & Operations role is responsible for analytical, customer, leadership, excel, basic, organizational, telephony, microsoft, retail, finance.
To write great resume for customer service & operations job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Customer Service & Operations Resume

The section contact information is important in your customer service & operations resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Customer Service & Operations Resume

The section work experience is an essential part of your customer service & operations resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer service & operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer service & operations position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Customer Service & Operations resume experience can include:

  • Strong communication and interpersonal skills ,good telephone skills
  • Flexible personality, good prioritization skills
  • Good coordination and planning skills are fundamental prerequisites
  • Demonstrated skill in time management and a strong attention to detail
  • Strong computer skills. Proficiency with Microsoft Excel and Outlook, and ability to learn new systems quickly
  • Good IT skills and attention to detail

Education on a Customer Service & Operations Resume

Make sure to make education a priority on your customer service & operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service & operations experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Customer Service & Operations Resume

When listing skills on your customer service & operations resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical customer service & operations skills:

  • Strong attention to detail and accuracy with strong organizational skills including the ability to prioritize workload to meet deadlines
  • Strong communication skills with the ability to effectively communicate with all levels of staff
  • Very good communication, problem solving and cooperation skills
  • Effectively lead the customer services and data integrity groups by supporting operational consistencies, effective change and performance management
  • Strong leadership skills in the ability to motivate, coach and train staff
  • Strong analytical ability, attention to detail, organizational and time management skills

List of Typical Experience For a Customer Service & Operations Resume

1

Experience For Customer Service Operations Manager Resume

  • Excellent planning, organizational and time and project management skills. Excellent written and oral communication skills
  • Articulate thoughts & display strong influencing skills to influence senior management
  • Managing a team of customer service staff, trainers and proactive service staff in order to achieve the experience our customers require
  • Indepth experience of working on and driving ‘Key Change’ initiatives
  • Experience managing teams of 50+ reports including leadership roles
  • Drive process improvements through a strong understanding of zulily programs and systems
  • Identifying and contributing to ongoing service improvements and supporting increased profit margins
  • Approving/declining a process change, keeping in mind Risk, Efficiency and Compliance
2

Experience For Customer Service Operations Representative Resume

  • Addressing any PQCs across the team, including follow up with sales Orgs
  • Organising and delivery of training on technical subject matters
  • Coordinating between Marketplace Partners to report and resolve issues concerning their Tablet
  • Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives
  • Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
3

Experience For Customer Service Operations Analyst Resume

  • Developing and achieving performance goals and objectives in order to achieve customer promise expectations
  • Making recommendations and testing new more efficient ways to meet customer care needs
  • Ongoing analysis and reporting on key operational and financial performance metrics
  • Leading and managing 6-10 direct reports and 100-200 indirect reports
  • Maintaining and developing retail processes
  • Participating and contributing to new business opportunities
4

Experience For Customer Service Operations Specialist Resume

  • Supporting senior management on SOP reviews
  • Working with direct reports to agree and drive the KPI’s for service delivery across the functions
  • Managing capacity and resources to suit the low and the high growth regions
  • Partnering internally and externally to drive new initiatives to manage costs
  • Working knowledge of Excel functions
  • Being prepared to jump on a call and present to senior leadership at a moment’s notice
  • Responding to requests for quotes
  • Overseeing contract renewals
5

Experience For Customer Service Operations Resume

  • Drafting of customer comms
  • Ongoing development and management of the Customer Contact operation (as assigned) at ENGIE Shared Service Centre
  • Articulating a roadmap for the unit
  • Identifying and eliminating root cause barriers to accuracy, productivity, and quality
  • Interesting projects across the spectrum of industry
6

Experience For Customer Service & Operations Coordinator Resume

  • Approving operational expenses
  • Basic Accounting knowledge with a base to develop Securities accounting knowledge. Understanding of proofing concepts and Two-way reconciliation processes
  • Pro-actively identify new opportunities and work with stakeholders for off-shoring as well as leveraging the existing capabilities
  • Receives and processes orders for testing supplies from customers and sales as well as communicating directly with the supply vendor to resolve order issues
  • Supports the management of vendors providing courier service to customers including set up, maintenance, and issue resolution
7

Experience For Customer Service Operations Coordinator Benelux Breda Resume

  • Complete sales orders by printing and reviewing all orders with the operations team
  • Determine the routing of the customer call depending on the customer’s request and contract obligations
  • Collaborate with Supervisors and Training Manager to identify training needs based on current processes and changes
  • Manage all aspects of the Customer Service Operations department; including all aspects of returns processing, product escalation and exceptions
  • Daily working practice aligns with Sarbanes Oxley controls
  • Maintain dedicated relationship with wholesalers, including stock status and weekly communications
  • Complies daily reporting of domestic and international inbound shipments and analyses data to identify trends or issues
  • Build processes to allow to process, communicate and confirm orders with Marketplace Partners where they are not accepting
8

Experience For Head of Customer Service Operations Resume

  • Responsible for tendering cash for COD orders
  • Responsible for processing credit card payments when applicable
  • Ensure required service agreements are in place to secure operations and performance according to business needs
  • Support the dimensioning process as an enabler to meet service level goals
  • Perform all order functions in AIMS (database) from entry to RAs to invoicing
  • Work with external showrooms regarding customer care and seasonal orders
  • Work with Accounting team to capture payments in a timely manner
  • To provide resolutions on the nature of the request/complaint, status of the customer’s account applying business rules
9

Experience For Customer Service Operations Leader Resume

  • Develop and implement reporting and analytics for the department; implement objectives and actions as a result of information and analysis
  • Build and manage relationships with internal departments, key suppliers and supporting CSO Lead
  • Complete refresher training for the team on core activities
  • Collaborate with management on means of improving call center efficiency
  • Creative, high level view for customer service of oversea shopping
  • Knowledge about real time staff planning, standard work force management, and forecast methods and processes
10

Experience For Customer Service Operations Consultant Resume

  • Knowledge about relevant Sales and Customer Relations processes, tools and working methods
  • Ensure adherence to industry and regulatory changes impacting the customer
  • To ensure adherence to statutory requirements for Energy, internal policies, procedures and working practices
  • Forward planning to ensure timescales and requirements are met
  • Provide business cases and options to implement new ways of working, resolve challenges and agree mitigation actions
  • Develop and achieve performance goals and objectives (including productivity and quality) in order to achieve customer expectations
  • Assist and direct Citi’s Regional Processing Centres to ensure system input requirements have been met in relation to Loan transactions
  • Prepare all commitment billing and bilateral Loan advices
  • Generation of marketing collateral on the ADCS capabilities and solutions

List of Typical Skills For a Customer Service & Operations Resume

1

Skills For Customer Service Operations Manager Resume

  • Excellent verbal and written communication skills, including effective listening skills
  • As a people manager with excellent people management skills
  • Excellent communication and presentation skills in English and French
  • Proven leadership skills in fields related to Contact Centers, Customer Service, Sales Order Management or Supply Chain
  • Managing workflow, escalations and effectively delegating workload across the leadership team
  • Managing workflow, escalations and effectively delegating across your leadership team
2

Skills For Customer Service Operations Representative Resume

  • Evidence of strategic thinking, whilst remaining results oriented and maintaining a firm grasp of operational priorities
  • Proven experience in driving change across business/strategy design/planning to achieve business goals
  • Responsible for effectively disseminating all internal sales leads to maximize opportunity
  • Analytical skills, including the ability to analyze and organize data
  • Prior experience supporting technical products desired
  • Effective team player; demonstrated ease in working with internal and external groups
  • Mastery of analytical skills using Google sheets, docs, and slides
  • Demonstrates strong leadership and behaviours in all areas and leads to the service to meet agreed outcomes
3

Skills For Customer Service Operations Analyst Resume

  • Demonstrated skill in customer service, problem solving and process improvement
  • Interpreting call center data to facilitate effective business transformation
  • Experience in planning, structuring and coordinating training events
  • Hands on experience with forecasting, capacity planning and scheduling methodologies in a call center environment
  • Hands on experience with forecasting, capacity planning and scheduling software
4

Skills For Customer Service Operations Specialist Resume

  • Demonstrated ability to develop solutions to tracking, reporting, and billing of those services
  • Leadership of the operational service, inspiring and empowering individuals within the team to deliver excellent customer service
  • Experience in structuring and coordinating multi-discplined efforts to meet deadlines, specifically for the publication of documents
  • Proven track record of delivering and maintaining quality outcomes for customers
  • Experience owning measures and improving results
  • Provides actionable reporting for leadership to use to drive the business and improve the customer experience
  • Relevant experience in technical writing
5

Skills For Customer Service Operations Resume

  • Experience of undertaking an operations role in a contact centre environment
  • Experience of undertaking an operational management role within a B2B customer contact environment is essential
  • Good understanding of the Mortgage Customer Journey – New Business and Maintainence /Closures
  • Experience of undertaking a professional role within an Energy or utility related business environment
  • Extensive previous experience of undertaking an operational management role within a B2C customer contact environment
  • Experience solving customers concerns in a contact center environment
  • Customer Service Operations experience with at least 2 years leading a team
  • Five (5) years of experience working in a Customer Service or Contact Center office environment
6

Skills For Customer Service & Operations Coordinator Resume

  • Working in office or corporate environment required, experience with MS Office Applications
  • Highly organized with ability to prioritize competing demands
  • Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget
  • Experience of billing and customer service
  • Experience in Operations with progressively increasing responsibility
  • Experience working across companies or departments or teams
  • Relevant experience for entry to this level
7

Skills For Customer Service Operations Coordinator Benelux Breda Resume

  • Knowledge and experience of water competition would be advantageous
  • Previous work or internship experience in a related field
  • Experience in a corporate fashion environment
  • Aviation operational experience is an advantage
  • Pro-active notification and effective exception management
8

Skills For Head of Customer Service Operations Resume

  • Prioritise resources to meet performance challenges
  • Manages the end to end customer experience to ensure satisfactory resolution
  • Generally requires 0-2 year's related experience
  • Experience in analysis required
  • In Customer Service, Help Desk or Call Center experience
  • Experience in contact center, retail, or e-commerce operations
9

Skills For Customer Service Operations Leader Resume

  • Solid knowledge of contact centre business
  • Broad leadership experience in a people-centric organization
  • Validation of pricing in EDI for Key Account Customers
  • SAP & CRM Experience
  • Experience in a customer service, operations, or database management role
  • Previous experience with the management of third-party vendors desired
10

Skills For Customer Service Operations Consultant Resume

  • Excellent customer feedback
  • Writing SQL against our data store for gathering, cleaning and analyzing to find performance improvement
  • Supporting the Head of Department in budgeting and business planning
  • Coordinating between driver representatives to report and resolve issues concerning finding Customers
  • Analyzing and formatting data for reporting

List of Typical Responsibilities For a Customer Service & Operations Resume

1

Responsibilities For Customer Service Operations Manager Resume

  • Develop and execute a transition plan for product and and sales orders by brand and business unit reviewing opportunities, challenges and ‘call-outs’ to enhance seamless transition
  • Responsible for the development, execution, review and refinement of the group’s work strategies including the use of technology, MIS development and analysis, resource management, and expense management
  • Cultivate a culture of rich personal connections with our team of 17 staff members supporting their success as they strive to provide exceptional service to our customers throughout the delivery process
  • Willingness to visit customers (when required and based on your level of technical skills)
  • Proficiency to communicate effectively across various functional areas, and within all levels in the organization (technical, business, executive)
2

Responsibilities For Customer Service Operations Representative Resume

  • Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team
  • Advanced Excel and Qlik skills desired
  • Monitor country performance on a daily basis, with the objective of delivering a consistently high quality customer experience
  • Working experience in multinational environment
  • Technical Project Management experience
  • Makes recommendations for optimal call flow design, dialogs, and prompts to meet business requirements and to enhance the customer experience
  • Experience in Operations Management with progressively increasing responsibility, including managing teams
  • Experience with programming / scripting languages (e.g. Python, R)
3

Responsibilities For Customer Service Operations Analyst Resume

  • Benchmark with other units and the contact centre industry in general in order to get best practice and good ideas for developing the business
  • Good command of English both verbal/written
  • Ensure a customer focused culture in all non-face-to-face contacts and secure a positive and seamless customer experience
  • Build relations to stakeholders within country and global organization to gain and share experience and knowledge essential to the unit to remove obstacles
  • Maintain an orderly workflow per priorities that are set daily, weekly, and monthly
  • Maintain and orderly workflow per priorities that are set daily, weekly and monthly
4

Responsibilities For Customer Service Operations Specialist Resume

  • Good Knowledge of Keysight organization, processes and deliverables
  • Solid knowledge of Keysight products, solution and Market
  • Solid System Application knowledge
  • 1+year of professional work experience
  • Progressively responsible leadership experience in a service operations environment
  • Related experience in a call center or service operation
5

Responsibilities For Customer Service Operations Resume

  • Graduate/Post Graduate in Management, Commerce Relevant Experience
  • Collaborate with different teams in Technology, Frontline and Controls to design and deliver superior customer experience
  • Experience with AIMS & Shopify
  • One (1) year of CRM experience
  • Implement standardized PPL Customer Service operational and process improvements to ensure effectiveness and efficiency of operations
  • Service Sales experience
  • Monitoring system interfacing, ensuring data transmission flows correctly from various systems - B2B/EDI/PGR and WMS returns
6

Responsibilities For Customer Service & Operations Coordinator Resume

  • Maintaining a clear link between Home Energy strategy and performance requirements to operational delivery, ensuring this is clearly communicated to staff
  • Assisting OCC Duty Managers with reinforcing Customer Services related aspects of operations (GCC)
  • Managing schedule change notifications process oversight
  • Maintaining business as usual and ensuring continuity of Operations at a sufficient level of quality and control whilst undergoing transition/integration
  • Solving complex customer service issues and proactively heading off negative service trends
  • Responsible for employee recruiting, training, coaching, counseling and performance management/review of direct reports
  • Responsible for embedding standardised approaches and delivering overall customer satisfaction
  • Inspire large teams while also driving process improvements and change management
7

Responsibilities For Customer Service Operations Coordinator Benelux Breda Resume

  • Oversees the customer servicing operations across all 16 markets in Asia, with full responsibility for service KPIs
  • Prevent failure demand through forward planning to promote value demand
  • Drive understanding of contracts, terms and conditions and charge structures to ensure Damco’s interest
  • Development, creation and updating business process and policies
  • The ability to work with engaged colleagues who share a passion for solving business problems
  • Ensure the Customer Service Unit is a clean and safe working environment
8

Responsibilities For Head of Customer Service Operations Resume

  • Contribute to refine/streamline processes & technologies to drive perpetually improving efficiencies
  • O Provide constructive and detailed feedback regarding the performance & production of 3rd Party Vendors
  • Proactively manager customer feedback and complaints, undertaking root cause analysis and continuous improvement
  • Obtain and maintain accreditation with relevant bodies, working in conjunction with other teams where appropriate
  • Update systems with customers’ privacy elections
  • Work closely with Commercial/Sales Associates, Customers, Distribution Partners, internal Supply Chain Team, and Accounts Receivables Team
  • Monitor Operational Performance and Identifies trends (Internal/External) – Scorecards/KPI’s
  • Provides direct support to Sales in new account set up in appropriate database applications
  • Actively interfaces with Customer Service, Sales, and Laboratory Operations to assure the integrity of the chain of custody of patient specimens from point of sampling to reporting of result
9

Responsibilities For Customer Service Operations Leader Resume

  • Help to develop and implement a customer service policy for an entire Express organization
  • Find ways to measure customer satisfaction and improve services
  • Work with BPOs and customer service teams to build processes which allow promptly response to customer inquiries and handle and resolve customer complaints across all media types and platforms
  • Anticipate requirements as we grow and scale, and act on these anticipations so that we can achieve an on-time delivery rate of 99%+
  • Build processes to allow for Customer Service Agents to proactively deal directly with customers and Marketplace Partners and Driver Representatives by telephone, SMS, and email to resolve issues
  • Build processes to allow for direct requests and unresolved issues to the designated internal team
  • Keep records of customer interactions and transactions as well as details of inquiries, comments and complaints, and actions taken to resolve issues
10

Responsibilities For Customer Service Operations Consultant Resume

  • Prepare and distribute customer activity reports, metrics, and weekly status reports on most common issues
  • Communicate and coordinate with internal departments for real time issues
  • PC proficiency and competence with MS Office
  • Strong track record in project and program management within a technology context. Significant relevant experience in Programme Management in any of the following contexts: Technology, Consulting, Supply Chain Management, Customer Service
  • Start-up experience would be of huge advantage
  • Monitors the overall corporate Customer Service contact center performance to ensure service levels meet or exceed functional and regulatory standards
  • Drives accurate forecasting of volumes and associated capacity / staffing / shrinkage plans based on historical events / data as well as anticipated business changes
  • Develops, monitors, and reconciles actual volumes, staffing and related expenses to budget

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