Customer Support Manager Resume Sample
Orlo Ruecker
220 Trey Extension,
Detroit,
MI
+1 (555) 362 1771
Work Experience
Customer Support Manager
07/2017
-
PRESENT
Houston, TX
- JOB COMPLEXITY: Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives, as well as an understanding of company “politics.” Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results. Establishes and assures adherence to budgets, schedules, work plans and performance requirements
- INTERACTION: Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship
- Provides effective leadership and management of staff. Assists the director in recruitment, retention, development, coaching, mentoring, training and assessing performance feedback for assigned staff
- Partners with internal departments including field engineering, R&D, marketing and regulatory compliance as well as global partners to resolve diverse issues affecting the customers
- Develops and manages departmental expense budgets. Provides departmental activity reports as directed by the Director. Assist the Director in business reviews. Participates in overall business process improvement initiatives
- Establishes and maintains performance monitoring process. Analyzes, interprets and makes recommendations on products and support trends to identify areas of improvement for routine and non-routine issues
- Monitors customer and employee training requirements to achieve Roche standards. Partners with internal technical and training resources to design, develop and implement training activities
Technical Customer Support Manager
08/2014
-
05/2017
Chicago, IL
- Oversees escalated technical service issues which require a formal investigation in compliance with the policy for managing customer issues with focus on excellence in customer experience
- Assist Director in stakeholder relationships with assigned business area(s)
- Assist the Director in developing and implementing both short and long term goals
- Drive improvements in customer satisfaction across channels
- Develop metrics to measure the growth and performance of the team, and provide reports as needed
- Coach and mentor team members with a focus on professional development and upstream thinking
- Treat Support as a product at Square, innovating and iterating on the customer experience
Senior Customer Support Manager
10/2010
-
05/2014
Houston, TX
- Develop and lead end-to-end project plans and ensure on-time delivery of critical Support initiatives
- Scale the Support team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives
- Uses expertise in customer service and technical knowledge to resolve technical issues regarding use, training, support of the company’s software solutions and configurations
- Develops project or operational plans aligned to department's objectives.
- Manages the Logistics/CSR team by providing daily guidance, support, prioritizing responsibilities to guarantee all the activities are on track
- Tracks and revises order/pricing/shipping accuracy to increase customer satisfaction and decrease order processing lead time and errors
- Handles customer issues and complaints on everything from pricing, shipping to documentation needs for the various different countries demands, searching for alternatives and recommending solutions to resolve them
- Provides service to customers as source for the questions and needs, requiring a wide knowledge regarding products, policies and contacts, improving response time
- Close follow up with customers regarding orders, supporting Sales to meet the monthly budget
Education
University of Maine at Farmington
2004 - 2009
Engineer's Degree in Engineering
Professional Skills
- Prioritize effectively, handle shifting priorities and work effectively in a fast moving environment
- Commercial skills i.e. experience driving revenue and increasing margin (while developing their reputation with the customer)
- Demonstrate a sound understanding of the IT industry, technical standards and tools, and has advanced problem-solving skills
- Strong troubleshooting and problem-solving skills; quick learner
- Strong drive and initiative with the ability to work under pressure and highly independent; good troubleshooting-, logical- and analytical skills
- Exceptional intrapersonal and communnication skills with a proven track record of quickly building credibility both internally and externally
- Proven track record of developing skills within a team
How to write Customer Support Manager Resume
Customer Support Manager role is responsible for customer, leadership, technical, interpersonal, database, training, presentation, coaching, analytical, organization.
To write great resume for customer support manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Support Manager Resume
The section contact information is important in your customer support 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 Support Manager Resume
The section work experience is an essential part of your customer support 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 support 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 support manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Support Manager resume experience can include:
- Progressive experience in the customer support field, requiring solid technical skills
- Excellent organizational and interpersonal skills, strong analytical ability
- Excellent troubleshooting and analytical skills along with great ability to communicate and motivate
- Customer focused with demonstrable skills driving change projects to enhance the customers experience and increase the value they receive
- Demonstrate experience of handling sensitive data in multiple systems/locations Demonstrate background of commercial acumen & knowledge
- Strong communication skills to interact verbally and in writing with a variety of internal and external customers
Education on a Customer Support Manager Resume
Make sure to make education a priority on your customer support 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 support 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 Support Manager Resume
When listing skills on your customer support 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 support manager skills:
- Strong written, oral communication skills to include presentation skills, interpersonal skills, and a professional business
- Strong Leadership skills and ability to effectively influence throughout all levels of the organization across multiple functions
- Progressive experience in the customer support field, requiring solid technical skills and knowsledge of OSS/BSS implementation projects
- Diligent administration skills with close attention to detail and up-to-date computer skills (excel, word, aptitude to use various internal systems )
- Good and professional communication (fluent English in speaking and writing), interpersonal and leadership skills with assertiveness
- Strong influencing leadership skills
List of Typical Experience For a Customer Support Manager Resume
1
Experience For Technical Customer Support Manager Resume
- Advanced skills: Microsoft Office, Internet, ERP Systems
- Scale the Customer Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives
- Customer support experience with customer interaction regarding products, parts, and services
- Practical experience with John Deere machinery and equipment
- Experience external to John Deere within similar industries and disciplines
- Experience with incident management (e.g. outages) and customer communication
- Working knowledge of troubleshooting connectivity based systems for responsive solutions to customer issues
2
Experience For Senior Manager Customer Support Manager Resume
- Working knowledge of new digital solutions concepts that Rexnord brings to market to address customer service needs
- + Coach, mentor, and develop direct reports, including overseeing new employee on boarding and providing career development planning and opportunities
- Manage two teams focused on supporting NCR’s Gas Station Point of Sale Solution, providing both L2 and L3 Support (two teams, 15-20 employees overall)
- + Participate in the hiring process
- Manages all processes and provides oversight and reporting
- Leads analysis in various areas of service, including but not limited to; customer inquiry types and resolution trends
- Communicates with customers and partners in English and Spanish
3
Experience For Senior Customer Support Manager Resume
- Develop objectives for the call center’s day-to-day activities
- + Lead a team of highly skilled support engineers for Ariba’s Cloud suite of solutions. + Provide oversight and direction in accordance with the organization's policies and procedures. + Manage workflows and schedules for direct reports and ensure adequate workload coverage
- + Ensure that direct reports have the resources, information, and processes necessary to deliver effective solutions to our customers
- + Motivate team to meet or exceed goals and objectives. Accountable to ensure team consistently meets or exceeds goals, objectives and other targets
- + Measure, monitor and manage customer satisfaction and provide remediation as appropriate. Ensure quality monitoring & feedback is done along with preventive actions put in place
- + Maintain a mindset of continuous improvement
4
Experience For National Account Customer Support Manager Resume
- + Ensure that any customer escalations are resolved in a timely manner through the leverage of resources across the organization
- + Participate in change management activities of moderate scale and complexity across the assigned department/group
- + Work with Solutions Management, Development and Customer Support functions to support development of new products. Ensure operational and general customer service requirements are factored into design decisions. Support product launch and continuous product enhancement activities
- + Advocate for customers and define ways to continually add value to the customer experience
- BA or equivalent + 10 yrs related experience
- Maintains operation of customer service department using management skills, company & product knowledge, and instructs and/or delegates work to departmental employees. Schedules, coordinates and monitors the activities of the department
5
Experience For Service & Customer Support Manager Resume
- Conducts performance evaluations as scheduled, and provides regular performance feedback
- Performs various customer service functions including answering phones, computer order entry, expediting/tracking parts orders, assists customers and provides technical support as needed
- Oversees parts forecasting and participates in whole goods planning
- Manages response to customer service requests
- Spokesperson and/or lead for CSS related tasks and ad hoc research items
- Creates, develops and oversees quality control programs
6
Experience For IT Customer Support Manager Resume
- Leads and provides support to team in the evaluation and facilitation of internal/external customer requests
- Resolves highly complex and sensitive inquiries that require internal communication, collaboration and consultation to senior management
- Determines objectives to and approaches for assignments- leads, executes and monitors against these objective and approaches
- Responds and resolves customer inquiries on the menu of services the team provides. Conduct research and analysis of and interpret account data and present effective solutions on customer or service issues. Serves as proxy to Director on all management related tasks, reporting and meetings
- Assist in collecting and maintaining current and accurate customer information in Swift’s system. Make sure all shipment status information is kept as up-to-date as possible; exceed customer account requirements for status updates. Facilitate the reconciliation of freight invoices to ensure appropriate resolution of issues
- Participate in all operational aspects of the North America regional instrument field support, which includes pre- and post-sales support, installation, customer training, instrument preventive maintenance, repair and service support
- Develop and maintain strong internal and external customer relationships by acting as a liaison between the customer and various departments, bringing field issues in-house and providing necessary follow up
- Mentor and/or supervise Field Service Engineers, providing support for any questions or escalations
7
Experience For Advanced Customer Support Manager Resume
- Attend meetings, seminars and customer site visits, requiring domestic and international travel (up to 60% of the time)
- Participate in all operational aspects of the Latin America regional instrument field support, which includes pre- and post-sales support, installation, customer training, instrument preventive maintenance, repair and service support
- Participate in all operational aspects of the Asia-Pacific regional instrument field support, which includes pre- and post-sales support, installation, customer training, instrument preventive maintenance, repair and service support
- Treat Customer Success as a product at Square, innovating and iterating on the customer experience
- Develop and lead end-to-end project plans and ensure on-time delivery of critical Customer Success initiatives
- Factory experience with regular interfacing with design, engineering, and manufacturing;worldwide geographic area of responsibility; and focused product-specific knowledge
8
Experience For Ps Customer Support Manager Resume
- People management including hiring, goal setting mentoring and progressive discipline
- Play a leading role in development of CS business, pricing, commercial structures and contract negotiations
- Assist with answering and addressing contractual questions from customers’ warranty and service agreements
- History of opportunistically identifying and implementing new programs that drive customer success and/or team development
- Line management of the SDM/CTM belonging to his/her hub
- Monthly reporting of over-delivery CSR costs together with the SDM. Request and follow-up on cost reallocations through country Controllers and Sales SMEs
9
Experience For Customer Support Manager UK & Ireland Resume
- Responsible to know the assigned customer’s organization, culture, structure, key decision makers and decision making process
- Act as liaison between technical support team, cross functional departments and engineering staff
- Communicate and proactively address digital solutions customer issues and needs in partnership with Digital Services team
- Partner with digital solutions teams to develop and work with common processes, metrics and customer service standards
- Make continuous improvements to automate and simplify the inquiry and selection process, to improve the customer’s experience, minimize response time, and improve our quality and capability
- Recommend changes to digital solutions products or services to fulfill customer needs
- Respond to requests promptly, communicate in a professional manner, resolve issues quickly
10
Experience For Application & Customer Support Manager Resume
- Responsible for ensuring the correct and proper delivery of Customer Support services as specified in the Service Level Agreements (SLA) with Ericsson's customers
- Main point of escalation between his/her local SDM/CTM, local KAM's, Hub Operations director, head of Customer Unit accounts, Head of CS RSSA and Head of Operations RSSA
- Managing contract duration and expiring date's back to back (customer and vendor contracts)
- Member of RSSA CS Leadership Team, and responsible to drive all decisions and directives within his/her hub
- Check Monthly reporting of warranty costs with the allocated SDM and CS Finance controller. Request and follow-up on cost reallocations through Controllers into the warranty provisions
- Consolidation point for Add-on Sales reporting to the Services Organization
List of Typical Skills For a Customer Support Manager Resume
1
Skills For Technical Customer Support Manager Resume
- Demonstrated proficiency and computer skills, Windows operating systems, Microsoft applications/spreadsheets, customer relationship management and sales tools
- Effectively managing all resources to provide excellent level of service to our customers
- Strong verbal and written communication skills; ability to communicate at multiple levels of the organization
- Excellent time management and queue management skills
- Advanced computer skills and good familiarity with relevant information sources
- Excellent communication, follow-up, interpersonal and customer service skills
- Strong Program Management skills and financial acumen
- Demonstrate strong experience of team management
2
Skills For Senior Manager Customer Support Manager Resume
- Good computer skills e.g. Excel, PowerPoint, Word
- Strong interpersonal skills and enjoys internal and external customer contact
- Communicate effectively with senior leadership with a strong executive presence
- Excellent organizational, communication and people skills with a positive can-do and hands-on approach
- Excellent oral and written communication skills are imperative
3
Skills For Senior Customer Support Manager Resume
- Technical skills and knowledge or Mechanical / Electrical Engineering experience
- Effectively & efficiently interact with various Appleton Group Offices & Manufacturing Facilities for obtaining / arranging Project Documents
- A strong commitment to providing excellent customer service, meeting high quality standards and pro-actively developing services and processes
- A sense of urgency and commitment to delivering an amazing customer experience and instilling that same priority in the team and peers
- Expert analysis, problem-solving and troubleshooting skills
- Master analysis, problem-solving and troubleshooting skills
- Experience providing technical support to product support teams, field engineers and technicians including 2+ years managerial experience
4
Skills For National Account Customer Support Manager Resume
- Effectively work in a matrix environment, developing positive rapport with internal stakeholders and driving toward resolution
- Communicates, delegates and motivates effectively, providing support and engaging people on an emotional level
- Experience in client-facing roles and able to show a strong customer focus and genuine desire to improve or assist
- Strong understanding with proven high level use of standard Microsoft Office tools
- Customer service experience in a call center environment, including 2+ years leadership experience
- Exceptional troubleshooting analysis skills with CB Products
- Preferably experience from sourcing of service and/or goods
5
Skills For Service & Customer Support Manager Resume
- Advanced MS Office Suite skills specifically using MS Excel and PowerPoint
- Maintain a high quality service team, through leadership, skills assessments and training plans
- Specialised skills, knowledge and abilities needed to perform the essential functions of the job
- Computer skills (I.e. MS Office suite)
- Computer skills (I.e. Google & MS suites)
6
Skills For IT Customer Support Manager Resume
- Exemplary customer service skills and communication etiquette
- Communicates Effectively – Develop and deliver information through multiple means and convey a clear understanding of the unique needs of different audiences
- Three to five years previous food service operations, sales, and/or marketing related experience. Two years previous management experience
- Work experience with 2+ years of direct people management experience
- Negotiation skills and ability to work with all areas of the business to solve critical business challenges
7
Skills For Advanced Customer Support Manager Resume
- Work experience with 3+ years of direct people management experience
- Work experience with 4+ years of direct people management experience
- Four to six years progressively more responsible experience in a customer service organization with previous supervisory experience or equivalent
- Strong verbal and written communications skill – extremely proficient in both English and in-country language
- Proficient PC skills, particularly with MS Excel
- Recommended Knowledge, Skills, Abilities
- Executive-level communication and interpersonal skills,
- Demonstrated ability to work cross functionality and build strong relationships with stakeholders and business partners
8
Skills For Ps Customer Support Manager Resume
- An ability to work closely with the customer and effectively negotiate directly with the customer and internally on their
- Experience in building strong customer relationships in support and/or sales functions
- Strong team building experience
- Monitoring and analysing the current system operations to check it’s effective and working out a strategy for improving (if necessary)
- Maintaining an excellent customer relationship and providing quality service before and after the customers course with EF
9
Skills For Customer Support Manager UK & Ireland Resume
- Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements
- Marketing and customer acquisition/customer support process experience
- A proven track record of positioning, managing and negotiating large service contracts
- Experience monitoring, driving and coaching call quality
- Experience working with and improving Support ticketing systems and processes
- Experience managing large teams and leading managers
10
Skills For Application & Customer Support Manager Resume
- Resolvesproduct performance issues experienced in the field with dealers and customersby working with the appropriate factories, DTAC, and engineering groups
- Experience in supervising/managing customer support in a fast paced environment, preferably retail or grocery environment
- A proven track record of success in building and performance managing diverse team and functions
- Experience building and scaling customer support operations, particularly in a fast-paced startup or tech environment
- A passion for Square and ensuring an outstanding customer experience
- Significant experience in running a high performing support center
- Experience with implementing and improving processes
- Experience summarizing data and making recommendations is required
- Experience preparing material and presenting to customers and operators is required
List of Typical Responsibilities For a Customer Support Manager Resume
1
Responsibilities For Technical Customer Support Manager Resume
- Excellent verbal and written communication skills for successful communication between all levels of management, within the organization and externally
- Proven leadership skills and ability to develop, lead, motivate, and manage a successful team
- Outstanding interpersonal skills and stand-out leadership qualities with the ability to motivate and ‘lead by example’
- Superior Customer Support skills
- Initial assessment of the incident and identification of the technical skills required to resolve the incident
- Maintain current technical skills and apply new knowledge to management tasks for the improvement of customer service activities
2
Responsibilities For Senior Manager Customer Support Manager Resume
- Train the team in the products, solutions and customer communication skills, coach, transfer knowledge and improve department and company processes
- Details oriented, analytical and investigation skills
- Help your team members to provide an exceptional customer experience, as measured through internal quality assessments and customer experience surveys
- Working with department peers and team members identify process and procedure opportunities to enhance and improve the customer experience
- Experience in managing and developing a team of customer-facing staff and gets genuine fulfilment by supporting others in achieving success
- Primary responsibility is customer service, to supporting service agents and taking calls from end users requiring technical experience
- Experience in managing a support organization or leading customer interactions
- Experience in interpreting data analytics and deriving insights that drive customer value
- Experience Customer Support Organizations including Quote to Cash services
3
Responsibilities For Senior Customer Support Manager Resume
- Promote good team working across both divisions
- Ensure updated CRM system is rolled out across both teams and monitor its effectiveness in improving service delivery
- Oversee tasks performed by Customer Support to ensure effective and efficient while still providing a high level of service
- Take a strong ownership in product and service quality; VOC, data mining, measures and improvement
- Experience in team building and employee engagement
- A proven track record in matrix management, influencing cross functional team execution
- Experience required in related field customer facing technical support role
- Experience working with sales and delivery partners /Presentations
- Experience managing B2B customer relationships, as well as internal stakeholder management
4
Responsibilities For National Account Customer Support Manager Resume
- Strong working knowledge of SAP, Salesforce (or similar) business system software and Microsoft Office Suite applications
- Honeywell Operating System and Sales Experience
- Proven success in driving operational improvements
- Experience working directly with OEM customers
- Experience managing others in a high performance culture
- Demonstrate background in leading multi-level customer service teams for SaaS and/or hosted solutions
- Experience working across organizations to accomplish goals is required
- Experience in influencing people to achieve job objectives and facilitate action is required
- Experience managing a customer support team within a fast paced environment
5
Responsibilities For Service & Customer Support Manager Resume
- Capable of being an effective facilitator with ability to adapt communication techniques for target audience is required
- Proficient in direct management of inquiry, dispute or contact center operations with a strong background promoting individual and team development
- Solid understanding of ITIL Service Delivery model
- Specialist technical experience, ideally within an IT Service and Support Management and customer facing environment
- In SaaS service roles or equivalent experience
- Proactively lead by good example and manage all direct reports to achieve business strategy and departmental objectives
- Cooperate with external service providers and suppliers
- Experience leading technical or advanced customer support teams
6
Responsibilities For IT Customer Support Manager Resume
- Demonstrated achievement delivering results in a support environment
- Customer Support management experience
- Develop strategies to allow both IDD and CDD to deliver effective and efficiency service visits
- Encourage, coach, support and manage the effective performance of people and develop them to meet the contract. requirements
- Identify, develop, launch, and manage initiatives for continuous improvement of the support portal and its user experience
7
Responsibilities For Advanced Customer Support Manager Resume
- Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities
- Ensure the delivery of world-class customer satisfaction & experience by the team
- Demonstrate, promote and lead with a world-class high performance culture in line with business values
- Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices and procedures
- Previous supervisory experience within a Customer Support team is desired although not essential
- Prioritize and schedule workload of staff
- Interpret data and chart customer experience
- Manage your team to complete projects that enhance the customer experience and growth of the business
8
Responsibilities For Ps Customer Support Manager Resume
- Working closely with CBT leaders to ensure business policies, objectives, and strategies are achieved including managing communications with assigned customers
- Working knowledge of instrumenting equipment with sensors for data monitoring to HMI and cloud-based systems
- Creating and delivering relevant operational corrective action plans
- Providing off-wing maintenance records
- Providing approval for CS&S maintenance discounts within agreed level of authority
- Providing overall program coordination
9
Responsibilities For Customer Support Manager UK & Ireland Resume
- Participating in the creation of an awesome team spirit and a great place to work
- Networking with all customers in Oceania zone and share the organizational changes internally timely
- Understanding of Customer Support Process
- Coordinating with the UBI Head office and RCC offices
- Coordinating with all the other respective departments i.e. network, Cash and Call Centre
- Coordinating with the switch team and the RCC representatives and the field CE's
- Ensuring individual workflows enable the team to reach or exceed customer service SLAs
10
Responsibilities For Application & Customer Support Manager Resume
- Joining forces with other leaders across HubSpot to design programs that cross-pollinate HubSpot’s global customer success organization
- Developing and achieving Technical Customer Support objectives and goals to support the organizational vision
- Executing tactical plans and initiatives that exceed customer expectations via phone, email and in person resulting in increased customer satisfaction
- Being the liaison between customers and European Production Plants and their Technical Customer Service Teams
- Managing Customer APU Contract by
- Monitoring the APUs via the PTMD
- Defining the work scope to be accomplished at each shop visit
- Aligns the team with business goals and Intuit’s three stakeholders while owning planning, goal setting and achieving results
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