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


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


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

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

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

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

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

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

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

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

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

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


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

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

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

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

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

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

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

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

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

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


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)

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)

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

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

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

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

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

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

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

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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