Operations & Service Manager Resume Sample

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Emmet Feest
701 Shany Field,  Boston, MA
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Work Experience

Operations Service Manager
05/2017 - PRESENT
New York, NY
  • Create and deliver new user training via the development of wiki’s, PowerPoints, and knowledge management systems
  • Or professional experience supporting a sales and service environment
  • Expert-level proficiency in PowerPoint, Outlook, SharePoint, MS Word, Access and Excel
  • Previous experience working with contract compliance or licensing related work and interpreting legal documentation
  • Demonstrated success leading a team and developing talent
  • Develop and execute guest flow control plans for parades and events in Shanghai Disney Resort
  • Maintain current training proficiencies and sign-off on training and recertification completed by Cast Members; possess the knowledge of specific technology systems and the guest issue handling skill for current role
Service Business Operations Manager
10/2011 - 01/2017
Dallas, TX
  • Working experience in guest service industry
  • Willing to work outdoor and maintain flexible towards working hours
  • Maintain a strong understanding of Public Area operations and lead cast as required
  • Maintain a strong Cast focus and establish a service capable team by inspiring and developing leads and trainer
  • Designated as a first responder for Guest issues and incidents in the assigned area
  • Lead Emergency response, Lost and Found, Security/law enforcement, inclement weather procedures
  • Support local projects and monitor impacts to the Guest and Cast experience
  • Responsible for clean and tidiness of wishing star park and lake, ensures exceptional show surrounding
  • Ensure team produces Daily reports that are factual and focused on events of the day
Installation & Service Team & Operations Manager
09/2007 - 05/2011
Detroit, MI
  • Escalate key issues to appropriate levels of management
  • Knowledge and understanding of all Environmental Health Policies (including but not limited to GE Healthcare EHS Policies, GE Healthcare Fleet Rules, etc.) and operate within them to ensure that no company policy or US / Int’l and/or local Law is broken
  • Participate in deliverables that have direct impact on business unit’s performance and scalability
  • Mechanical or electrical engineering qualification or equivalent experience
  • Well developed organisational and communication skills
  • Experience in the railway industry, field service industry and service operations management would be assets
  • Create and optimize processes for launching new products quickly, while ensuring the product meets Amazon’s high quality bar and follows Amazon’s policies


Ohio State University - Marion Campus
2003 - 2007
Bachelor's Degree in Business

Professional Skills

  • Exceptional communication skills, well-developed listening skills, and ability to interpret business and/or client needs
  • Excellent oral and written communications skills internally and customer-facing
  • Strong analytical skills and ability to convey that information succinctly and clearly
  • Strong interpersonal, teamwork, conflict resolution and negotiation skills
  • Strong communication skills and methods to communicate information and ideas
  • Demonstrated experience at managing and leading multiple teams in an operational environment
  • Exceptional customer-facing skills with an innate ability to empathize with customers

How to write Operations & Service Manager Resume

Operations & Service Manager role is responsible for training, events, travel, insurance, telecom, reporting, auditing, health, negotiation, technology.
To write great resume for operations & service manager job, your resume must include:

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

Contact Information For Operations & Service Manager Resume

The section contact information is important in your operations & service 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
  • Email
  • Telephone number

Work Experience in Your Operations & Service Manager Resume

The section work experience is an essential part of your operations & service 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 operations & service 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 operations & service manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Operations & Service Manager resume experience can include:

  • Act as an escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serve as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues
  • Define and develop custom reporting and deliver regular operations reviews that illustrate network performance by highlighting positive performance trends and identifyi areas for service improvement opportunities
  • Partner with Technical Service Center (TSC) to identify, create, implement, and track post mortem analysis and preventive measures and then take the lead in presenting that information to the customer
  • Communicate complicated, large scale upgrade projects and other Global Change Request (GCR) events that impact assigned customers, while also maintaining accurate and thorough customer contact lists for proper planned maintenance notifications
  • Very strong understanding of operations processes and systems across all internal organizations as well as industry best practices
  • A demonstrated understanding and commitment to HSEQ procedures and systems

Education on an Operations & Service Manager Resume

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

When listing skills on your operations & service 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 operations & service manager skills:

  • Demonstrated experience at managing an EBA workforce
  • Very strong technical and operational background and understanding of troubleshooting and configuration protocols
  • Above 3 years’ working experience in service role of hospitality or a related industry
  • Customer Service experience in an healthcare setting
  • Claims experience utilizing UBS EOBS
  • Customer Service experience in a medical or insurance setting

List of Typical Experience For an Operations & Service Manager Resume


Experience For Operations Service Manager Resume

  • Manage the accounting and financial components of the Daikin Applied Fleet program in partnership with an established vendor
  • Manage online vendor registrations when Daikin Applied is a vendor of a building owner
  • Fulfill Bid and Performance/Payment Bond Requests and issuance
  • Manage the new Customer Business Systems (Vendor) Set up timely completion
  • Support inventory and asset assessment for Personal Property Tax statements to support Corporate Tax team
  • Update employee directory maintenance monthly for new and terminated employees (Service Finance Org Chart, On-boarding enrollment, and Distribution Contact Warehouse)

Experience For Service Business Operations Manager Resume

  • Work with Legal Team, to support Service, when required
  • Work with Service Credit, Service Finance, EH&S, HR, IS/IT, Daikin Factories, and other teams to support Service Needs when required
  • Coach, mentor, and guide Katie Reich
  • Spend time with Dianne to fully grasp the needs and requirements for all Compliance Network updates
  • Manage the business licenses, leases, property and renter's insurance, contractors' licenses, and insurance certificates
  • Communicate the contract execution process, obtain approvals and signatures, to the established service district offices, and return required documents to the legal department

Experience For Service Account Manager Payer Operations Resume

  • Manage online compliance with ACH forms, e-Verify Affidavits, vendor questionnaires, pre-qualification forms, insurance, and safety documents
  • Ensure timely renewal of lease agreements, certificates of insurance
  • Assist with third-party compliance registration involving corporate information and data; respond to and work directly with the customer or third party compliance entity
  • Maintain regulatory and compliance reports for the various locations within the Service Operation
  • Provides guidance and assistance to the General Manager on administrative and operational matters. Recommends and implements approved changes in policies and procedures to improve operations. Collaborates with managerial personnel on procedural changes affecting the overall NEX operations
  • Analyzes financial statements and other pertinent data to evaluate operational efficiency. Develops and controls operating budgets to include direct and indirect costs, sales and profits. Conducts budget reviews and makes adjustments
  • Works under the general supervision of the General Manager

Experience For Installation & Service Team & Operations Manager Resume

  • Incident Management – Run outage calls and major incidents to service restoration. Work with internal teams on calls such as SRE (Site Reliability Engineering) and technical SMEs (Subject Matter Experts) throughout Operations
  • Problem Management – Work cross-functionally to ensure that the root cause of incidents are identified and tracked
  • Customer Satisfaction – Provide service to customers on escalated cases and closely engage with them as needed
  • SLA Management - Run and deliver SLA reports on a monthly basis; Engage directly with clients, Customer Service, and our legal department to understand, advocate, and enforce SLA and client needs within Operations
  • Daily Handoffs – Responsible for the daily handoff of incidents, problems, and RCAs

Experience For Aarp Operations Service Manager Resume

  • Day-to-day Operations – Understand Operational components (storage, network, systems, platform, software, and services) and be able to hold conversations with technical folks
  • Continuous Improvement – Proactively identify gaps and inefficiencies within Operations, help prioritize improvement opportunities, assist in training and communicating new/updated processes. Drive usage of these processes within Operations as well as other Yodlee organizations
  • Service Management Policy – Deliver and enforce policies surrounding Service Management, including but not limited to Incident management, Problem management, Change management, and Service Catalog
  • Leads training meetings
  • Monitors regulatory compliance

List of Typical Skills For an Operations & Service Manager Resume


Skills For Operations Service Manager Resume

  • Experience working with product owners or customer/partner success teams
  • A good team player with can-do attitude
  • Demonstrated ability to facilitate procedural compliance with the Occupational Health and Safety Act to achieve a safe workplace
  • Manage the scope of requests to limit support to Reps, National Accounts, and other Departmental Requests for Support to prioritize Service needs first
  • Provide input to the Contract Reporting

Skills For Service Business Operations Manager Resume

  • Lead investigations with regards to Mandatory Safety Rules or Client Life Saving Rule breaches
  • Support employees with queries relating to employee engagement, contractual entitlements and compliance with Company & Client policies and procedures
  • Monitor employee compliance related to Training and Journey Management
  • Oversee the housekeeping and general condition of the shop area with a focus on safety, organization and efficiency
  • Tertiary qualification in a relevant business or engineering related qualification
  • Plan, coordinate, and fulfill speakers assignments for new employee on-boarding events
  • Coordinate with GSA Compliance Manager regarding Customer Discounts for contract and non-contract customers
  • Manage Bonding Capacity and Produce Monthly Bond Log communication; Request capacity increases as needed

Skills For Service Account Manager Payer Operations Resume

  • Support role related training requests for new employees
  • Develop a more thorough working relationship with Debi Nielsen
  • Manage job specific onboarding for roles within service. Plan, coordinate, and fulfill events related to new hires and service operations meetings and calls
  • Manages a variety of retail, services, and staff functions
  • Manage all Client requests in regards to people resources and contract variations across the Surat Basin (Southern, Central & Northern regions)
  • Provide support to Client Operational Leaders with regards to Employee Development

Skills For Installation & Service Team & Operations Manager Resume

  • Support the CSP Wages Employees in alignment with the current Enterprise Agreement
  • Manage all internal and cross contract people movements
  • Manage contract restructures and demobilizations
  • Conduct mid year and end of year performance reviews with salaried employees on the Contract
  • Actively participate in the Performance and Development Review process
  • 10/4 roster with FIFO, DIDO or Live Local Options
  • The position is one of two Operations Service Manager roles in the CSP Contact

Skills For Aarp Operations Service Manager Resume

  • The role requires the ability to work flexible hours to meet the needs of the QGC CSP project
  • Oversee the activities of all mechanics (shop and field) to ensure equipment is being properly maintained, on a timely basis, and by meeting customer needs for repair and service
  • Serve as quality control check for all repaired equipment prior to delivery to the ready line
  • Conduct an initial evaluation of equipment returning from rental to assess the potential for chargeable damages. Report findings to the Sales Representative or Branch Manager
  • Prepare weekly fleet mileage report

Skills For Senior Business Operations Manager IT Service Management Business Unit Resume

  • Develop and maintain an after-hour on-call list of mechanics to respond to emergency equipment repair needs. General incremental service revenues
  • Acts as escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serves as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues
  • Defines and develops custom reporting and delivers regular operations reviews that illustrate network performance by highlighting positive performance trends and identifying areas for service improvement opportunities
  • Partners with Technical Service Center (TSC) to identify, create, implement, and track post mortem analysis and preventive measures and then takes the lead in presenting that information to the customer
  • Monitors scheduling and routing to create an efficient and productive service team
  • Managing client relationships
  • Well-versed in communicating at both the technician as well as executive levels
  • Positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
  • Thorough understanding of operations’ processes and systems across all internal organizations as well as industry best practices

Skills For Service Management Operations Manager Resume

  • Works in the field to improve technician’s service quality and training
  • Maintains critical customer information on public drive and ensures OSM is flagged in key systems
  • Street smart; willingness to roll up the sleeves and do whatever is necessary to meet team goals
  • Experience with Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort / filter, work within tables, VLookups, pivot tables, utilize formulas), and Microsoft Outlook (email and calendar management)
  • Strong time management, organizational, and prioritization capabilities
  • Executes job responsibilities independently and confidently with higher proficiency and consistency than OSM I
  • Challenge the status quo with a focus on continuous improvement

Skills For Manager Enterprise Service Management & Operations Resume

  • Primarily office environment 8 to 5 with some business travel and after hours support
  • Highly motivated, self-starter who can thrive independently or in a team environment
  • Paralegal certification or related licensure ideal
  • Lead, manage and supervise the day-to-day operations of a team of up to 15 service specialists
  • Monitor and coach the performance of a customer service team
  • Manages and motivates service staff to provide quality service
  • Visits with customers for quality assurance
  • Leads and motivates service staff to provide quality service
  • Fundamental business acumen with respect to contracts, operations and commercial outcomes

Skills For Operations Manager Know Your Client Remediation Service Resume

  • Current Driver’s Licence (mandatory)
  • Maintain critical customer information on public drive and ensures OSM is flagged in key systems
  • Manage the Service Operations In-box and timely fulfillment of support needs
  • Ensure that timely renewal of licenses occurs without late fees and penalties
  • Ensure timely renewals of leases occurs without fees and penalties and produce monthly lease update communication

Skills For Service Manager PP Operations Resume

  • Plan, coordinate, and fulfill speakers and technology for Quarterly all service employee calls
  • Update Compliance Network information requests to maintain "Green" status, if possible
  • Update Burdened Labor Rates quarterly
  • Update Street Rates and Warranty Rates Annually
  • Ensure timely renewal of Certificates of Insurance
  • Support Corporate Information needs for Requests for Proposals and Qualifications
  • Obtain Officer Signatures on a timely basis, as possible

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