Manager Service Resume Sample

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Kasey Schultz
44428 Wyman Bridge,  San Francisco, CA
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Work Experience


Manager, Service Center
05/2018 - PRESENT
Philadelphia, PA
  • Reviews "Daily Open Cases" and "Monthly Service Tasks" on a periodic basis to ensure all requests are handled in accordnance with standards and in a timely manner
  • Reviews team members outstanding tasks to ensure problems are handled quickly and efficiently
  • Coaches team members to ensure service quality standards and processes are followed and maintained on all client calls
  • Confirms SSAE16 audits are completed correctly and to schedule on a monthly and quarterly basis ensuring service quality standards are maintained
  • Ensures that the highest level of safety standards are implemented and aligned with MESH; Eaton’s Zero Incident Safety Culture as well as National guidelines, procedures and certificates
  • Develops and drives the ME Service Strategic Plan to ensure growth (double to triple turnover in 3 full years) and sustained profitability in line with Eaton’s coverall Strategic Goals. Achieves/exceeds service annual targets as set in Profit Plan and APEX
  • Manages large key accounts, tracking of customer and market/technical developments and detects business opportunities (utilize the install base). Understands major competitor’s tactics, organization, distribution, strategy and pricing
Manager, Service Excellence
06/2015 - 02/2018
Detroit, MI
  • Manages the Service Operations to achieve required Customer satisfaction results
  • Supervision and follow up of correct and timely commissioning and repair / maintenance services, of Power distribution systems, the service helpdesk,…
  • Internal and external communication and reporting. Conducts regular team meetings in order to update employees about work in progress and results and to enhance teamwork and motivation
  • Manages all HR related processes (APEX, new hire induction, trainings, employee survey, etc.) in line with the Eaton Leadership Model competencies in order to achieve the business goals and performance excellence
  • Creates synergies and increases the effectiveness and productivity of the service operations Efficient planning of resources. Manages and optimizes work processes, identifies and develops possibilities for future growth and bringing them to the attention of the relevant central team
  • Initiates and drives process improvement actions based on regular on-going evaluation of performance results. Champions change, with a positive, cooperative etc. work attitude, implement appropriate training for Eaton personnel and customers
  • Develop and manage the Subcontractors, ASP footprint in the ME region
Senior Manager Service Center
04/2008 - 02/2015
Los Angeles, CA
  • Participates actively in the EMEA Service Managers team
  • Manage the sales performance functionally and directly with the Quote and Order management team
  • Achieve monthly budgeted revenue and margin target
  • Achieve monthly productivity – calls per day target
  • Achieve monthly target for routine inspections – call per day
  • Through recruitment selection enhance Service employee engagement
  • Achieve monthly engineer response times set by the business
  • Achieve “1st time fix” ratio in order to reduce return call-outs

Education


Kaplan University - Des Moines Campus
2003 - 2007
Bachelor's Degree in Nursing

Professional Skills


  • Strong relationship-building and negotiation skills to interact effectively with Subject Matter Experts and key departmental representatives
  • Strong relationship building skills and network experience
  • Strong Project management skills to juggle multiple and complex priorities
  • Excellent project management skills; managing communication, timelines, defining clear objectives, and delivering results in a timely manner
  • Strong leadership, planning, organizational, communication (oral & written), interpersonal, and decision-making skills required
  • Proven leadership, decision-making, and team building skills
  • Demonstrate problem-solving and negotiation/influence skills

How to write Manager Service Resume

Manager Service role is responsible for training, interpersonal, general, customer, negotiation, organization, travel, retail, finance, procurement.
To write great resume for manager service job, your resume must include:

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

Contact Information For Manager Service Resume

The section contact information is important in your manager 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 Manager Service Resume

The section work experience is an essential part of your manager 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 manager 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 manager service position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Manager Service resume experience can include:

  • Excellent communication skills to interact with, influence and persuade various stakeholders
  • Excellent written and verbal communication, as well as interpersonal skills
  • Advanced Excel and PowerPoint skills to create executive level presentations and complex tracking sheets
  • Demonstrated, recent experience in a leadership role
  • Solidify yourself as the escalation point for your advisor’s service experience
  • Strong experience in a NOC/HelpDesk environment

Education on a Manager Service Resume

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

When listing skills on your manager 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 manager service skills:

  • Skilled at collaborating effectively and proactively with cross-functional peers
  • Converse intelligently about all business issues, displaying excellent telephone and interpersonal communication (written and verbal) skills
  • Strong verbal and written communication skills and the ability to deal professionally with all levels with the organization, vendors and customers is required
  • Demonstrating good competences in the Volvo Leadership competencies with documented experience of leading people
  • Experience leader in Change management, who enjoys process improvement, and has proven abilities in establishing and developing relationships
  • Capable of interacting effectively with Dealertrack, Inc. customers as well as supervisors and peers

List of Typical Experience For a Manager Service Resume

1

Experience For Manager, Service Center Resume

  • Ensure the DTOC is effectively monitoring available tools and systems for high availability and swift response to potential and actual outage situations
  • Experience in providing and managing technical solutions in a customer facing environment
  • Comfort designing training and communication programs including needs analysis, design, validation, development, implementation and evaluation
  • Experience in providing technical solutions in a customer facing environment
  • Or more of experience supporting and/or deploying technical products or services
  • Create and maintain strong working relationships with external vendors
  • Experience managing a service department (automotive or other type of service facility)
  • Follow-up with clients on quotes and orders to ensure excellent client service
  • Strong understanding of Honda Dealer’s Parts and Service operations, Honda financial statements and EXAM data
2

Experience For Manager, Service Excellence Resume

  • Build strong relationships and inspire others
  • Working knowledge of Navisite’s entire OSS stack (Remedy, IPSoft, BMC Suite)
  • Identifying and communicate development opportunities to continually build capabilities of the team
  • Regular contact with Accounting Analysts and advisors regarding account management-related items, quarter end processing and system administration
  • Engage requested support resources from additional teams following documented procedures during conference calls for major incidents / major problems
3

Experience For Manager, Service Availability Resume

  • Document Post Incident Review and/or Post Event Summaries working closely with other Operational teams immediately following resolution of a major incident
  • Identify and drive service availability improvement opportunities by executing leading practices
  • Align with service planning & design teams for the definition of new services being introduced into operations
  • Oversee the ticket handling process and manage to existing OLAs
  • Meets call center financial objectives by estimating requirements; preparing an annual budget
  • Making/receiving phone calls related to sales activities
4

Experience For Senior Manager Service Center Resume

  • Drive results through performance management and engaging staff
  • Act as a resource for your team, providing support with
  • BE BALANCED- Juggle multiple tasks, while maintaining focus
  • Monitor gross profit levels. Assess departmental performance regarding quality of work and customer satisfaction
  • Land channel readiness, channel marketing and channel enablement materials to drive cloud services adoption and consumption by clients’ customers
  • Ask questions that move clients forward in their buying process
  • Responsible for developing relationships with field publisher partners to work on leads and opportunities (both from Insight and publishers)
5

Experience For Senior Manager, Service Level Management Resume

  • Lead the Region Route Sales Managers, Warehouse Managers & Service Managers operating agenda
  • Reviews job progress and makes adjustments to planned schedule to meet changing workload conditions
  • Identify and participate in department improvement initiatives to develop staff capabilities, process re-engineering and related improvements
  • Schedule and administer a comprehensive training schedule for all of the NSC (US and India)
  • Participate in strategic planning and recommendation of action plans
  • Current unrestricted license to practice nursing or social work in the State of Texas
  • Develop and execute comprehensive employee training and communications to reinforce and reiterate our service values and associated behaviors
6

Experience For Manager Service Excellence Resume

  • An understanding of ITIL Fundamentals
  • Proficient knowledge of Microsoft Office products including Excel, PowerPoint and Word is required
  • Education – Diploma / Engineering
  • Leading incident recovery with multi-disciplined geographically dispersed teams in a Fortune 500 organization
  • Development of processes and tools to enable NAB to successfully interact with multiple suppliers providing Cross Functional Services to NAB
  • Regular contact with other Orion departments regarding client problem resolution
  • Of Travel Required
  • Influence, Engage, & Inspire
7

Experience For District Manager, Service Resume

  • Teach, Coach & Mentor
  • BE PROACTIVE- Take a solution oriented approach to escalated items
  • BE CURIOUS- identify and take action on process improvements
  • BE ENTREPRENEURIAL- understand your role as a business owner and strive to elevate the status quo
  • BE A MOTIVATOR- Conduct daily Huddle meetings to recognize and share new information with your staff
8

Experience For Manager, Service Centre Resume

  • Ensure proper safety training and standards are in place, and that safety policies and procedures are followed. Oversee the daily operations of the service department
  • Contact customers to generate additional business. Oversee review of in progress and completed jobs to verify scope of work completed appropriately and safely
  • Recruit clients as a cloud reseller of Insight managed services offerings
  • Proactively advise and introduce new solutions to solve client’s business needs
  • Regular, predictable attendance is an essential function of the job
  • Prepare summaries of KPI’s for Senior Leadership, and provide analysis of, and trends in, those KPIs
  • Motivates, provides leadership and direction for the Problem Management team, establishing operational targets for success and holding oneself and team accountable
  • Regularly coach and relay performance feedback to direct reports
  • Maintain current job descriptions and career path options for growth development of the team
9

Experience For Manager, Service Fumigation Resume

  • Document and refine procedures followed to improve and standardize on problem management processes
  • Provide problem management performance visibility to DTSS executive owners
  • Evaluate existing processes to improve cycle time for essential problem management processes, inclusive of workaround identification, root cause analysis, and its dependent changes
  • Escalate and provide visibility of highly visible problems and associated activities to provide executives awareness of the issue(s) and efforts toward cause and remediation
  • Maintain accuracy of problem records and their associated activities
  • Hold appropriate reconvenes as necessary for major problems to drive resolution and stability of services in the environment
  • Adapt to and help develop applicable service management processes used by DTSS, particularly with regard to ServiceNow
10

Experience For Manager, Service Quality & Commissioning Resume

  • Drive utilization of a diverse set of problem management methods within DTSS (e.g. Kepner Tregoe, Pareto Analysis, Pain Value Analysis, etc.) to achieve effective results
  • Coordinate and communicate on access issues, assessments, internal Managed Care Organization (MCO) protocols and other key information with external stakeholders
  • Alert to changing situations and ability in difficult circumstances
  • Develop and implement appropriate policies and procedures; ensure staff is able to facilitate member and provider needs through entire case management cycle
  • Partner with internal staff on key initiatives and outreach for members as needed
  • Compile and review multiple reports on work function activities for statistical purposes, financial tracking purposes and for process improvement to identify trends, assist in financial forecasting, and make recommendations to management. Monitor and report on achievement of committed action plans
  • Ensure appropriate representation of MCO at meetings with key internal and external stakeholders
  • Forecasts, develops and manages the budget of the department and communicates these results and the department’s performance to management and employees as appropriate

List of Typical Skills For a Manager Service Resume

1

Skills For Manager, Service Center Resume

  • Strong customer service, organizational, and interpersonal communication skills required
  • Responsible for effectively supporting current and future install base in region
  • Strong collaboration and conflict resolution skill sets
  • Work under pressure effectively in a high availability environment with critical 24x7x365 services
  • Demonstrates management experience and expertise (people, finances, quality, safety); preferably 3-5 years
  • Capable of interacting effectively and supportively with customers & staff
  • High standard of interpersonal and communications skills
  • Demanding and strong willed
  • Engineering management experience, leading and directing teams required
2

Skills For Manager, Service Excellence Resume

  • Interface with team leaders on effective people management strategies such as staffing, coaching and mentoring
  • Three years experience as a floor or bartending supervisor in a la carte/private dining service
  • Experience leading complex service organizations that involve interaction with customers and internal groups, including IT, HR and Finance
  • Experience with basic network troubleshooting tools (ping, nslookup, traceroute, etc)
  • Develop and execute initiatives to ensure the consistent delivery of excellent service across the organization, including fan-facing third parties
  • Understand the negotiating interests of both Insight and the client while displaying strong technical knowledge
3

Skills For Manager, Service Availability Resume

  • Knowledge and experience managing a P&L
  • Hands-on experience working directly with customers / dealers
  • Nursing, social work, healthcare administration, or patient/community advocacy experience
  • Demonstrated ability to drive change to set demanding targets and to motivate teams and individuals to deliver outside their comfort zones
  • Experience leading technical recovery of major incidents for Fortune 500 organization
  • Experience supporting diverse portfolios, multiple business applications and IT services
  • Experience working in a 24x7 IT operations environment
  • Certification or related technical training with 5+ years experience
  • Experience in managing service providers, negotiate partnerships and conditions, define and follow deliverables
4

Skills For Senior Manager Service Center Resume

  • Strategize on maximizing efficiencies for a scalable operation to improve the overall client experience
  • Experience working in a 7 x 24 x 365 managed services environment
  • Experience with SNMP, SSH and other TCP protocols including,http, https, smtp, dns, ftp, ntp
  • Experience in Nursing Facility
  • Promote patient and co-worker experience
  • Proven leadership with the ability to build relationships, collaborate and influence at all levels
5

Skills For Senior Manager, Service Level Management Resume

  • Develop, prioritize and accomplish goals/time management
  • Proven ability lead, train, and motivate a team to exceed business goals
  • Graduate or equivalent, preferably with 5-10 years’ experience as technical / service manager
  • Experience supporting converged infrastructure stacks, including: application, hypervisor, compute, storage and networking
  • Experience creating and understanding financial reports
6

Skills For Manager Service Excellence Resume

  • Experience with hands-on support of cloud operations with one or more: AWS, Google Cloud or Azure
  • Equivalent experience in technical operations and team leadership
  • Experience and knowledge of services business solutions design and implementation
  • Related experience in the areas noted below
  • Experience from production or transportation environment is an advantage
  • Experience in management
7

Skills For District Manager, Service Resume

  • Experience working in a management or team lead role in a managed services or IT support environment
  • Create effective organizational structure, roles and jobs
  • Understanding of Cloud Offering (On Prem, Off Prem & Hybrid)
  • Understanding of enterprise networking environments
  • Following up on customer requests/ leads
  • Running routes as needed
  • Understanding of event management frameworks like Moogsoft or BigPanda and runbook automation tools and concepts
8

Skills For Manager, Service Centre Resume

  • Working in confined spaces, narrow aisles, or passageways which could cause reactions in those with claustrophobic tendencies
  • Responsible for setting standards for on-boarding modules & timelines, induction training standards & timelines, as well as continuous on the job training
  • Manage and maintain on-boarding process for training new-hires and re-training existing employees as needed
  • Develop staff by continuously assessing progress, identifying training opportunities and rewarding milestones
  • Complex Problem Solving- Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
  • Responsible for conducting yearly review, salary increases and being a part of the hiring and termination process
9

Skills For Manager, Service Fumigation Resume

  • Resolve issues regarding parts or manpower shortages. Calculate full maintenance pricing for sales staff, including labor rates and preventative price quotes
  • Follow up thoroughly on each client commitment, prospecting, qualifying, and developing profitable new account relationships
  • Contributes to team-based approach in completing tasks and meeting internal and external stakeholder needs
  • Successful and on-time completion of on-boarding & training ratios to meet new hire retention, quality & productivity metrics
  • Responsible for the recruitment and retention of employees: interviewing, hiring, performance management, annual performance appraisals, and engagement efforts
10

Skills For Manager, Service Quality & Commissioning Resume

  • Manage staffing and scheduling functions
  • BE COURAGEOUS- identify potential areas of opportunity for staff and provide ongoing coaching,
  • Listen actively during calls for sales opportunities and client’s needs, while being conscientious and attentive to details
  • Evaluate financial impact of existing or new programs or procedures
  • Maintain a safe and functional working environment
  • Evaluate and perform staff performance reviews providing one on one feedback with associates

List of Typical Responsibilities For a Manager Service Resume

1

Responsibilities For Manager, Service Center Resume

  • Serves as a liaison with other departments ; establishes and maintains the working rapport necessary to develop cooperation and effectively integrate services into the company’s overall customer experience and technology strategies
  • Researches, recommends and through supporting staff directs the successful implementation of Service Continuity technologies that support U S Cellular’s applications and business functions
  • Set team strategy and lead towards the achievement of team goals. Create an environment that is both motivating and fosters a cohesive team. Champion your team’s achievements within the organization
  • Strong communication skills combined with a commitment and proven ability to succeed within a fast paced sales organization
  • Proven effectiveness in handling difficult and/or escalated situations
  • Effectively apply Kepner Tregoe Incident Analysis and Problem Analysis technique during an incident and post-incident and ensure staff apply the same
  • Experience managing and mentoring people
2

Responsibilities For Manager, Service Excellence Resume

  • Cultivate ideas enabling Hertz to remain the industry leader with our leading edge services
  • Conduct special testing of all customer facing services
  • Responsible for influencing and socializing DTOC solutions, practices, roles, responsibilities, and processes
  • Recommend service innovations and lead the “best practice” sharing concept
  • Maintain a close working relationship with the Head of Service in order to review and improve the department’s aims and objectives
  • Computer literate a working knowledge of Microsoft Office
  • Coordinate regular meeting with sales companies as VCE, Penta and Volvo Trucks
  • Drive a culture of continuous improvement while fostering a creative and innovative environment
3

Responsibilities For Manager, Service Availability Resume

  • Define trend setting performance metrics and drive your team to meet those metrics
  • Graduate of an accredited nursing program OR graduate of an accredited social work program
  • Set the vison and objectives for the Management Services team supporting a new service driven culture
  • Introduce reporting and analytics against defined services and service levels
  • Develop and implement metrics for performance tracking across region
  • Participation and input into Learning & Development content
  • Participation and input into IT steering committees responsible for system enhancements where appropriate
4

Responsibilities For Senior Manager Service Center Resume

  • Organization of Leadership in Operations events to insure leadership understanding of our service & products
  • Work closely with the Director of Service Enablement to contribute to the overall Service Enablement team’s strategy and evolution
  • Maintain a close working relationship with the Head of Service to achieve management excellence and ensure the department’s goals and standards are maintained
  • Work antagonistic situations and make bold decisions if necessary
  • Professional approach with ability to communicate at all levels
  • Takes full accountability for performance and development of team members
  • Provide direction to the region Service employees with regard to implementing the department’s business plans and service to customers, and the continuous improvement of business processes
  • Partner with the Region VPO & DM team to establish and execute priority business imperatives
5

Responsibilities For Senior Manager, Service Level Management Resume

  • LATAM Support: Develop/support of LATAM Call Center key personnel. Oversee regional clients’ implementation/operation and corporate projects
  • High level of knowledge of PSC’s P&P
  • Support branches with problem titles, make recommendations on adherence to each state’s DMV rules and regulations
  • Provide leadership, implement strategy for operational management, development plan to establish effective and relevant export/import activities to support in relation to organization’s sales, purchasing, materials management, and production and overall operating functions
  • Maintain and optimize standard work processes,
  • Manage related projects and activities to meet and continuously improve the desired organizational performance targets
  • Manage and lead VIPS system related projects and program
6

Responsibilities For Manager Service Excellence Resume

  • Responsible for maintain performance on customer discrepancy claims
  • Manage and supervise Service market transportation supplier’s performance
  • Conduct Yearly Dealer Survey and analysis with actions proposal for management team discussion
  • Benchmark other DCs and competitors for best practices and results
  • Champion the culture aimed at giving a strong image of China within LS in line with Volvo Group values and principles including the Volvo Way and Volvo Group Code of Conduct
  • Deliver all services within the agreed and committed overall budget objectives
  • To continually inspire, develop and motivate the people resources within China
  • Any other newly assigned tasks by management
  • Broad knowledge of logistics area and customer knowledge
7

Responsibilities For District Manager, Service Resume

  • Demonstrated ability to drive change, to set demanding targets and to motivate teams and individuals to deliver on set targets, whilst further developing an excellent working climate and atmosphere in alignment with the Volvo Way and the Code of Conduct
  • Knowledge in VPS and lean principles
  • Native speaker in Mandarin
  • Assist in implementing plans, programs, and processes designed to meet or exceed respective Areas goals and objectives as well as maximizing market potential in all businesses segments to include new bookings (sales), revenue, and profitability
  • Participate in the target setting process for Operational Excellence that generates substantial improvements with a goal to exceed financial & KPI targets
8

Responsibilities For Manager, Service Centre Resume

  • Design & develop initiatives & action plans to improve MC financial & KPI targets
  • Implement Center led Legacy (Safety, compliance, fleet, IT), Service (e.g. Serviced As Scheduled, Respond & Recovery, OOSs) & Cost productivity initiatives (e.g. Revenue per FTE, Staffing productivity, re-route execution)
  • Stabilize & sustain center led Legacy, Service & Cost productivity initiatives via Continuous Improvement Plans that feature both short and long-term improvements with and without capital investment
  • Very strong organizational skills with an attention to detail
  • Position requires ~ 50% travel to various locations within assigned operational Region
9

Responsibilities For Manager, Service Fumigation Resume

  • Partner with other departments across Ultimate Software to ensure a cohesive approach is used to enhance our customer’s experience and ensure customer loyalty
  • Exceptional customer focus; excellent positive customer service skills
  • Understand and prioritize work for team to ensure we exceed expectations of customer satisfaction
  • Relevant work experience in a Customer Service environment
  • Incorporate voice of the customer, to interpret and action team members based on customer feedback
  • Motivate, coach, and lead your team to achieve department goals
  • Understand business within the department; as well as industry context
  • Develops, conducts and evaluates patient experience training programs that facilitate the professional development and continuous learning of associates, leaders, and providers
10

Responsibilities For Manager, Service Quality & Commissioning Resume

  • Build effective relationships to collaborate independently with leadership in the implementation of Service Excellence strategy, tools, and initiatives
  • Collaborate providing guidance, training and coaching to operational leaders and staff for execution of best practices and targeted strategies on performance improvement efforts to positively impact associate/patient/family satisfaction
  • Translates the concepts of service excellence, patient experience and patient relations into actionable behaviors. Works to implement system-wide solutions to impact performance
  • Proactively works to identify opportunities for improvement through gap/data analysis and monitoring of patient/family feedback for all service lines system-wide
  • Serves as subject matter expert for service excellence, maintaining an active understanding of current thinking and programs related to the associate engagement and patient experience

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