Global Customer Service Resume Sample

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Sadie Franecki
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Work Experience


Senior Specialist, Global Customer Service
04/2016 - PRESENT
Philadelphia, PA
  • Manage Pelco’s Order Management department in the United States, Netherlands, and Singapore
  • Oversee the customer support agents’ daily functions including phone availability, order processing and account management
  • Manage support team’s workload, communication and implementation of operational changes to increase efficiencies
  • Analyze data to determine the company’s level of customer service, define targets and track to ensure visibility and quality customer service
  • Initiates process improvement programs including new methods and/or processes to improve productivity, efficiency, customer satisfaction and cost
  • Coordinates with other divisions, departments, and organizations, when appropriate
  • Collaborates with other functions as needed to ensure problem resolution for technical support episodes are satisfied at the industry average (or better) within budget and with requirements met. Provides technical input as needed
  • Develops process and metrics for Global Customer Feedback for service. Collaborates with Global service leaders to customize the Customer Feedback experience for all regions and countries
Customer Service Supervisor Global Logistics
08/2011 - 03/2016
San Francisco, CA
  • Collaborates with existing customers to gather and understand customers’ requirements for add-on services and independently takes action from opportunity to fulfillment
  • Responding to email coming in on our shared email
  • Supporting sales with business development and service recovery
  • Issue identification, investigation and closure
  • Analyze performance data, monitor and manage associates performance
  • Use problem solving skills and root cause analysis to resolve and/or mitigate issues and improve efficiencies
  • Foster and maintain a culture of inclusion and mutual respect
  • Experience in customer service, sales & marketing or supply chain environment
Intern Global Customer Service
12/2008 - 04/2011
Houston, TX
  • Determines staffing requirements and annual expense budgets, including capital expenditures. Actively monitors expenses and takes appropriate corrective action
  • Responsible for the on-going management and development of assigned employees. Hires, manages, develops, and replaces as needed a skilled staff and maintains a constructive work environment to meet objectives
  • The SVP works closely with the Global COO and Global SVP Supply Chain in executing a global approach that meets customer and company objectives in service level (delivery and quality) and cost. This is a global role covering all Pearson markets
  • The Analyst works closely with different internal/external partners such as Global CS Manager, Global CS Business Solutions Manager, regional CS Managers, Global Contact Centre Outsourcing partner, Global CRM & Analytics teams, Global CX/UX team, Global Brand team and Global IT team
  • Ensures continuous improvement to the end-user services that are aligned with customer’s needs and the IT strategy
  • Interacts with sales TSM’s to inquire about products and the calls of customers intending to place orders
  • Interacts with Distribution Center TSM’s regarding post order inquiries. Also inquires on the status of NSI (non stocking item) orders
  • Contacts manufacturers for warranty and product information
  • Understands customers’ footprint and contractual agreement. Proactively works to ensure contractual agreements are adhered to

Education


Siena Heights University
2003 - 2008
Master's Degree in Engineering

Professional Skills


  • Define and direct the technical support process. Assigns staff as appropriate to ensure cost effective quality technical support at both a generalist and specialist level. Creates strong customer focus
  • Manage the customer training process. Assigns staff as appropriate to ensure cost effective quality training for customers. Manages facilities and schedules for FSE and customer training. Collaborates with FSE training manager
  • Develops, implements, and maintains standards and expectations regarding problem resolution and the process for escalation beyond the immediate technical support group
  • Manage relationships with the customers’ operations and decision-making contacts and serve as focal point for issues relative to core application, products and operations
  • Collaborate with internal business partners to manage and/or facilitate the internal development and support of any new product and/or technology enhancement, ensuring the customer ‘voice’ is taken into account
  • Strong communication skills, analytical skills, thorough understanding of accounting practices
  • Excellent Project Management skills with proven track record of successfully accomplished projects

How to write Global Customer Service Resume

Global Customer Service role is responsible for analysis, travel, training, database, accounting, java, reporting, manufacturing, design, digital.
To write great resume for global customer service job, your resume must include:

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

Contact Information For Global Customer Service Resume

The section contact information is important in your global customer service 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 Global Customer Service Resume

The section work experience is an essential part of your global customer service 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 global customer service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular global customer service position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Global Customer Service resume experience can include:

  • Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution
  • Effectively work with and influence individuals at all organization levels across a global matrix structure
  • Proficient skills in Microsoft suite of products
  • Basic computer skills (Mainframe, Microsoft Office, Lotus Notes)
  • Previous technical background/skills
  • Work efficiently and demonstrate strong sense of urgency

Education on a Global Customer Service Resume

Make sure to make education a priority on your global customer service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your global customer service 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 Global Customer Service Resume

When listing skills on your global customer service 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 global customer service skills:

  • Delegate workflows effectively using more advanced skills
  • Experience interacting with challenging customers and asking effective, forward thinking questions
  • Uses analytical and problem solving skills to help provide solutions that satisfy business needs
  • Experience working in a global environment and strong customer focus
  • Analytically thinking with data analysis skills
  • Skilled in building strong external and internal relationships

List of Typical Experience For a Global Customer Service Resume

1

Experience For Senior Specialist, Global Customer Service Resume

  • Able to apply skills to product development
  • Success in answering and completing technical customer service inquiries; demonstrates strategic and preventative thinking with moderately difficult concepts
  • Experience implementing strategic and preventative solutions
  • Experience in a B2B environment with a manufacturing component is required
  • Assist in identifying process pain points and solutions to improve customer experiences
2

Experience For Global Customer Service Manager Resume

  • Aids in creating new support strategies
  • Primary qualification in commercial, engineering or technical discipline
  • Deliver customer training
  • Participation in regular meetings with internal stakeholders and ability to create meeting minutes and provide useful feedback/ ideas that benefits the team
  • Adapt personal work style to accommodate an ever changing, diverse and global environment
3

Experience For Specialist, Global Customer Service Resume

  • Maintains end to end ownership of an issue, ensuring resolution of the issue with the customer
  • Success in meeting multiple deadlines in a dynamic work environment
  • Proactiveness and result orientation
  • Navigate and successfully work in a global matrix organization
  • Work with a sense of urgency and apply sound judgment in ambiguous situations
  • Work comfortably and influence at all levels of a diverse organization
  • Develop and implement post launch communication routines to share learning’s across international BUs, the US, and the Freestyle International Business Development Team
4

Experience For Senior Manager, Global Customer Service Resume

  • Investigates advanced customer issues, concerns and requests for enhancements, simulates internal customer issues, participates in problem resolution, and tracks milestones and end-results with various work streams
  • Recommends business or process improvements; works with various work streams to formulate solutions
  • Strategize preventive measures for potential product line inquiries to reduce cost and improve efficiency; works to clarify questions for unstable products or products in emerging areas
  • Work closely with Tier 1 support teams to monitor and improve on support Key Performance Indicators
  • Provides technical and domain support to internal consultation process by explaining technical concepts to customers and evaluating technical attributes of customer code issues
  • Need the ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs
  • Demonstrate technical abilities to perform the job
5

Experience For Global Head of Customer Service Convergence Management Resume

  • Apply knowledge of current MasterCard business process and products to maintain and enhance solutions, including identifying opportunities for automation
  • Research of all operational activities at our local CS regions
  • Advice on key differences and collaboration across regions
  • Key Insights to Action for global alignment
  • Support implementation of Global CS Standards across regions
  • Support RFC’s and projects which are driven by the Key Insights to Action
6

Experience For Director Global Customer Service System Development Resume

  • Be able to perform under pressure in a global payments leader environment
  • Have advanced knowledge of payments/card industry an advantage
  • Be Data, analytical and process oriented
  • Be Intellectually curious, self-motivated, passionate, works well both independently and as part of a team
  • Have advanced knowledge of payments/card industry
  • Be able to navigate through team dynamics
7

Experience For Customer Service Manager, Global Accounts Resume

  • Adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs
  • ITIL and Six Sigma knowledge required
  • Manage, track and report all assigned customer related defects
  • Investigate and identify defect root cause and delegate defects to the appropriate resolution group utilizing various tools and utilities within the organization
  • Identifies and implements opportunities to improve CS strategies; delegates workflows effectively and efficiently based on core/technical strengths
8

Experience For Global Customer Service Process Manager Resume

  • Desire/drive to understand technical aspects of the platform applications, their systems and hardware
  • Ensures own team(s) compliance to goal setting and performance appraisal process, and adherence to established policies, procedures, and service level agreements
  • Formally supervises, coaches, and develops a work group/team; oversees all-skill levels of projects/initiatives
  • Experience managing Customer Service in a business area and multiple teams of various levels
  • Previous international Customer Services team management experience in a few companies and roles with a track record of achievements
  • Help to define and drive a culture focused on the customer experience throughout Mastercard
  • Manages function workflow within approved staffing and budget guidelines
  • Manages internal consultation processes to identify technical attributes and communicates technical concepts to customers
  • Responsible for on-boarding new products and migrations, creating procedures, and managing communication and knowledge sharing, to ensure readiness across all functional internal and external teams
9

Experience For Customer Service Manager, Global Resume

  • Expert familiarity with established policies, procedures and service level agreements
  • Clearly communicate business goals and strategy
  • Partner with internal teams to establish best practices and efforts to service customers
  • Make presentations and recommendations to guide senior management teams
  • Work with global customers to complete service inquiries about MasterCard core applications and products, especially UID
10

Experience For Customer Service Supervisor Global Logistics Resume

  • Investigate an issue to resolutions
  • Create internal process documentations
  • Participate in adhoc projects and meet timeline given
  • Work with external Acquirers, Processors, and other service providers to resolve issues
  • Coordinate with other regional support teams to provide follow the sun support
  • Advanced knowledge of the eCommerce payments process
  • Proficient in at least one of JavaScript, PHP, C#, or Java with the ability to read & follow all to a reasonable level

List of Typical Skills For a Global Customer Service Resume

1

Skills For Senior Specialist, Global Customer Service Resume

  • Advanced troubleshooting and technical analysis skills
  • Proven ability and experience of cross-functional project work in a multicultural environment
  • +4 years of experience in Business Analytics/Customer Service process optimization or equivalent professional experience
  • Effectively communicate objectives, expectations, and performance while measuring results and that meet or exceed objectives
  • Demonstrate strong technical competency and the ability to absorb and apply operational information to business solutions
  • Exhibit solid foundation of programming practices – XML, Java, Oauth, SQL, Spring
  • Good knowledge and understanding of international trade, transportation and warehousing
  • Experience training staff in continuing education opportunities for current employees and new hires
2

Skills For Global Customer Service Manager Resume

  • Strong team spirit, proud, selfless, encouraging others and celebrating wins collectively
  • Knowledge and Experience of working in or with other cross functional departments e.g. Operations, Finance, ESS, Sales
  • Knowledge and Experience of working with CS Process, Tools and Technology
  • Establish and maintain effective working relationships with customers, company management and fellow employees and subordinates
  • A proven track record and methodology for achieving results
  • Intermediate experience working with Linux in a Command Line only environment
  • Demonstrated initiative in building relationships with colleagues from multiple areas within your organization
  • Cross-functional experience managing Order to Cash processes
  • Currently Working as a Sr. Manager and experience in people management
3

Skills For Specialist, Global Customer Service Resume

  • Provide world class customer experiences and integrate new products into existing B2B support models
  • Have a strong understanding of Internet protocols
  • Have strong sql and messaging knowledge
  • Have a strong understanding of modern technology stacks
  • Experience in the Express/Logistics industry
  • Management experience in a Customer Service environment
  • Experience in a regional role would be advantageous
  • International experience and personality geared toward Inclusion & Diversity
  • Experience in aerospace contract management
4

Skills For Senior Manager, Global Customer Service Resume

  • Work independently in a multi-task environment with the potential for frequent changes in prioritization
  • Experience in customer quality and delivery excellence
  • Organize and prioritize tasks based on current business needs
  • Previous experience supporting both internal and external customers
  • Excellent user of MS Office, BIW (Data warehouse), SAP, Salesforce.com CRM
  • Prioritize and perform multiple tasks in a dynamic and fast-paced environment
  • Experience with Oracle CRM and/or ERP in order management, service contracts
  • Graduate or MBA with equivalent experience
5

Skills For Global Head of Customer Service Convergence Management Resume

  • Developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle
  • Collecting customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
  • Setting up a manageable and interactive cross-regional overview
  • Participates in building and executing the strategy including the processing of new business models including consumption, subscription and cloud
  • Partners in developing and implementing appropriate service offerings and programs as they relate to Technical Support or Customer Training
  • Design and develop support model for products and define road-map for providing support for business needs (trouble-shooting, defining tools, etc.)
  • Collaborates with marketing and product management in the following
6

Skills For Director Global Customer Service System Development Resume

  • Through standardization and value engineering, continuously improves the cost and quality of the technical support services and the training services
  • Knowledge of mathematics and basic statistics, including use of Excel for performance tracking
  • Lead a team of professions dedicated to ensuing the success of customers using Mastercard products and services
  • Engages Technical Services or Continuing Engineering teams for infrastructure and application issues
  • Responsible for ensuring timely and accurate reporting of revenue activities
  • High performing culture focused on exceeding customer expectations internally and externally
  • Driven by continuous improvement, leading by example with an ongoing desire to be the best
7

Skills For Customer Service Manager, Global Accounts Resume

  • Potential customer visits for training, education and operational support
  • Recommend and implement business or process improvements, while recognizing global perspectives
  • A passion for supporting customers in a technical environment
  • Thorough understanding of Web Services APIs, especially via REST
  • General understanding of payment networks, digital payments, push payments, and payment disruptors
  • Manages the outsourced/shared services organization for processing orders
  • Influence thinking or gain acceptance of others in sensitive situations is important
  • Energetic, assertive, working with a sense of urgency where commitments matter
8

Skills For Global Customer Service Process Manager Resume

  • Need the ability to teach and provide coaching to others and be a Subject matter expert in at least one core discipline
  • Be extremely agile and embrace change in our fast-moving industry
  • Train customers on MasterCard Core Operations, Authorization, Clearing Settlement specifications among others
  • Field customer calls/emails related to the reporting of application and system-related defects
  • Training
  • Worked in multiple countries would be advantageous
  • Demonstrate leadership qualities, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation and self-management
9

Skills For Customer Service Manager, Global Resume

  • Provides feedback to senior management and facilitates communication on problem resolution status in difficult or critical circumstances
  • Monitors process quality and continuous improvement efforts for functional area
  • Liaise with the project architect and/or technical support teams to confirm and substantiate functional and technical designs
  • Understand both independent and relational database structures
  • Detailed knowledge of REST based application software
  • Enhanced functional and technical knowledge of API products
  • A self-starter, entrepreneurial, creative in nature and an agent of change
  • Successful track record of achievements in blue chip companies with a variety of responsibilities
10

Skills For Customer Service Supervisor Global Logistics Resume

  • Flexible, determined, passionate with a desire to exceed expectations
  • Define and execute strategy for global Customer Services and inside sales organization
  • Lead and develop a global team of 25+ team members across the US, EMEA and Asia
  • Develop relationships with internal and external stakeholders globally to establish a best in class Customer Services and Inside Sales function
  • Drive operational results to meet KPI’s and drive business unit-wide polices and processes to develop a continuous improvement and service oriented culture
  • Take overall responsibility for planning, staffing, budgeting and managing expense priorities for Customer Services & Inside Sales
  • Lead large complex projects that positively impact the customer experience
  • Solve customer-related problems in a positive manner

List of Typical Responsibilities For a Global Customer Service Resume

1

Responsibilities For Senior Specialist, Global Customer Service Resume

  • Experience using proprietary tools, systems, and documentations to resolve moderately difficult customer issues
  • Intermediate knowledge of SQL and relational database functionality
  • Excellent written and verbal communication skills, particularly in the area of communicating complex technical issues with both technical and non-technical contacts
  • Strong ability to communicate technical solutions successfully to different level of audiences
  • Drives global process standardization/simplification and improvements within Order to Fulfill process and controls to achieve leading practice levels of efficiency and effectiveness
  • Reviews and provides input to policies and procedures connected to the Order to Fulfill processes
2

Responsibilities For Global Customer Service Manager Resume

  • Partners with other functional areas to ensure that business processes, process controls, system enhancements are implemented
  • Sets proper metrics and targets for operational and process performance management
  • Directs staff and outsourced partner activities to ensure accurate processing of all revenue related activities in accordance with corporate policies and processes
  • SLA management and other critical activities essential to maintain business continuity
  • Plan & Support month end and Quarter end close activities
  • Identify, propose and initiate implementation of system enhancements and business process improvements to improve productivity and efficiency of team
3

Responsibilities For Specialist, Global Customer Service Resume

  • Develop and maintain relationships with key stakeholders internally and regionally
  • Oracle Financials and Excel knowledge is essential
  • Strategizes preventive measures for potential product line inquiries to reduce cost and improve efficiency; works to clarify questions for unstable products or products in emerging areas
  • Leads and/or participates in internal customer visits for training, education and operational support
  • Contributes to the development of new products and product enhancements; documents current processes and potential improvements to support build out
4

Responsibilities For Senior Manager, Global Customer Service Resume

  • Successfully leads small groups and communicates objectives clearly
  • Broad knowledge in the field
  • Completed Tertiary Education
  • Travel required
  • Maintains and reviews metrics for Technical Support and Training with the Global Service Support Manager to identify trends and/or potential problem areas. Works with Service Leadership to ensure timely resolution of technical support cases. Partners with Delivery Managers and Applications Teams Manager to meet business objectives for Technical Support

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