Resolution Manager Resume Sample

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Pearline Walker
605 Connelly Prairie,  Chicago,  IL
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Work Experience

Customer Resolution Manager
09/2015 - PRESENT
Detroit, MI
  • Lead the team to ensure they have the appropriate skills to action an in-depth, root cause analysis of every service failure, and give a quality response to the internal or external customer
  • Effectively handle the case volume and ensure high productivity which meets all SLA expectations, including Strategic/Priority and At-Risk Clients
  • Ensure the team has access to all necessary Tools to complete their Role effectively
  • Ensure the Team Leaders and teams are focused on Ops excellence and CRD OKR’s
  • Lead the team with a key focus on reducing the Egencia Loss with every opportunity
  • Support Team Leaders with appropriate training and development so they can coach all team members and handle key performance expectations
  • Work closely with Continuous Improvement and Client Health to ensure your team is handling and categorizing Cases correctly, so that the appropriate Improvement Reports can be produced and Actions taken, in order to reduce the Incident per transaction ratio
Resolution Manager
12/2010 - 05/2015
Houston, TX
  • Work closely with Service Delivery in your POS to ensure that only appropriate Service Failures are raised to your team and that First Contact Resolution is a key focus
  • Work closely with other Global Customer Resolution Managers and Director to ensure the teams are Globally aligned in terms of Global Processes and Global Expectations
  • Challenge and change any process/procedure which does not make valuable contributions to the internal/external customer and meet OKRs
  • Identify scenarios where root cause is not clear and engage early with other resources to ensure parallel troubleshooting for triggered SR’s, to identify and deploy the necessary resources to bring escalations to a quick and satisfactory close (including interaction with the field)
  • , Dell was again awarded as top employer in Germany. So compensation and benefits, corporate culture and development opportunities were evaluated amongst others
  • The Customer Resolution Manager receives customer issues from client-facing employees and other customer communication channels. The position manages problem resolution and responds to customers in writing and over the phone
  • Resolves and responds to Trustee and EMT case and responds on behalf of the chairman’s office
  • Prepares communications that accurately describe the issues relevant to specific complaint or inquiry and outlines the steps taken to resolve the issue
Technical Resolution Manager
12/2005 - 07/2010
Philadelphia, PA
  • Job Complexity: Applies in-depth understanding of the company’s products, services and policies to frame the pertinent issues surrounding complaints and inquiries. Provides counseling to internal and external customers on products and processes
  • Complies with all regulatory requirements when responding to written complaints
  • Extending capabilities to languages and character sets that reflect the global nature of Ford’s customers
  • Working with Customer and Dealer Data operations teams to improve the Data Quality of Ford’s reference data
  • Masters in Economics, Statistics, Operations Research, Marketing, Business Systems or Business Administration with specialization in marketing or research
  • Experience managing customer data from multiple sources and inputs, master data management, customer insight, 1:1 marketing in the B2C or B2B space
  • Experience in developing and leading a team
  • Experience developing a new capability or new tool
  • University graduate with at least 15 years of IT experience, 8 years of project management experience


Southwest University
2001 - 2005
Bachelor's Degree in Management

Professional Skills

  • Excellent technical skills in area of work (could be server or storage – leverage Solution agent model of Primary and adjacent technology skills)
  • Analytical problem-solving & decision-making skills
  • Deep analytical & logical problem-solving skills
  • Experience creating/saving/editing/formatting documents; utilizing templates and formulas in MS Excel and Word
  • Experience with banking regulatory requirements including resolution planning and/or CCAR
  • A passion for providing a fantastic customer service and a proven record delivering successful outcomes
  • A passion for providing a fantastic customer service and a proven record of delivering successful outcomes

How to write Resolution Manager Resume

Resolution Manager role is responsible for negotiation, reporting, basic, credit, training, database, litigation, security, compensation, analysis.
To write great resume for resolution manager job, your resume must include:

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

Contact Information For Resolution Manager Resume

The section contact information is important in your resolution 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 Resolution Manager Resume

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

Representative Resolution Manager resume experience can include:

  • Strong team management and performance management skills and experience
  • Being a team builder, developing team capabilities (skills, experience and relevant knowledge)
  • Excellent communication skills (in French and English)
  • Management experience, and 2-3 years IKEA management experience (an asset)
  • Experience in managing systems integration, data centre, networking or infrastructure projects
  • Implements Customer Resolution organization in line with Blue Print indications customizing it to specific market constraint/needs, leveraging on experience

Education on a Resolution Manager Resume

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

When listing skills on your resolution 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 resolution manager skills:

  • Excellent command of English/Mandarin and ability to effectively communicate at all levels (written and verbal), including an excellent telephone manner
  • Excellent phone and people skills
  • Communicate effectively with employees, managers, and customers in-person, online, in writing, and on the phone
  • Essential IT skills including Excel/Word/Outlook and PowerPoint
  • A natural flair for communication, exceptional interpersonal skills and the ability to engage with customers to deliver a fair outcome
  • A natural flair for communication, exceptional interpersonal skills and the ability to engage with customers

List of Typical Experience For a Resolution Manager Resume


Experience For Customer Resolution Manager Resume

  • Demonstrated ability to comply with carrier reporting and threshold requirements as well as internal handling protocols
  • Experience working with trucking and transportation claims
  • Extensive experience in a similar customer facing, quality management and problem-solving role
  • At least three years of banking or regulatory experience, preferably in regulatory compliance or banking operations
  • Proven understanding of NIPS, WAF, SIEM, Nessus, CEH, Qualys guard, Vulnerability Assessment and Penetration Testing, Network Security, Web Application
  • Improves functional excellence of customer resolution, including recalls in the market to ensure service efficiency and cost-effectiveness
  • Coordinate employee staffing & resource allocation with Mechanic Shop, Vehicle Entry, and other managers to promote efficiency and effective customer service
  • Prepare quarterly action plans with key strategies in meeting department objectives and improve customer experience
  • Experience in a client facing role in financial services

Experience For Recovery & Resolution Manager Resume

  • Proven knowledge of incident response processes (detection, triage, incident analysis, remediation and reporting)
  • Professional Liability and Litigation claims handling experience
  • Experience in system anaylsis preferable
  • Experience working and building relationships with colleagues from other markets and business units
  • Experience with liability property damage/complex bodily injury
  • 48 state experience; multiple state licenses needed
  • Experience in Litigation management
  • Several years of relevant experience in customer complaint management
  • Excellent team work with own team and global colleagues

Experience For Technical Resolution Manager Resume

  • Proven ability to lead projects and work autonomously with little to no supervision and superior attention to detail
  • Demonstrated ability to work well across functions/business lines within a large organization
  • Experience performing Microsoft Excel functions (VLOOKUP, formulas, concatenation, and pivot tables)
  • Supervisory / Managerial experience
  • Client / vendor relationship experience
  • Experience in Power Systems Resolution

Experience For Customer Resolution Manager, Assistant VP Resume

  • Proven knowledge of industry standard risk, governance and security best practices
  • Experience in commercial auto liability
  • Payment Resolution experience
  • Understanding of contact center metrics
  • As appropriate, assist buyers with filing a dispute by creating and forwarding initial paperwork package
  • Ensure productivity by developing and communicating goals and incentive programs
  • Develop and implement product knowledge, escalation and new working method training in conjunction with the Knowledge and Insights department
  • Conduct a variety of administrative tasks pertinent to the department such as time-keeping (Kronos), reporting, etc

Experience For Dispute Resolution Manager Resume

  • Analytical, questioning and challenging
  • Sound working knowledge of the ISO Motor Carrier Coverage Form
  • Co-ordinate parallel troubleshooting of technical support resources for triggered SRs
  • Impacts value chain by bringing in the voice of the customer to improve products and systems and provide feedback of improvements to the customer
  • Regularly review existing platforms and recommend improvements to promote standardisation and more optimal usage of infrastructure resources
  • Provide support and consultancy services as needed in response to major operational incidents; leading technical service resolution work-streams as needed

Experience For Client Resolution Manager, South Asia Resume

  • Support Problem Management activities, post incident, to reduce ongoing operational risk
  • Monitor and maintain accurate files for each arbitration case and interact with Auction sales personnel regarding information on vehicle sales, etc
  • Promote Manheim and its services to customers to gain additional business including, but not limited to, post sale inspections
  • Lead and manage a team, including team leaders, to have the knowledge, confidence, authority and desire to resolve customer complaints
  • Assist Inspection Dispute Resolution Manager with communicating formal dispute resolutions to respective buyers
  • Always having customer at the heart of every decision
  • Knowledge of Egencia Tools and processes, both back office and Front Office, including Amadeus/Sabre/Navision/Worldspan/Salesforce/CCI
  • Knowledge of applicable resolution planning and capital regulations (Regulation QQ and SR 15-19)
  • Knowledge on IBM software and hardware solutions is preferrable

Experience For AVP Recovery & Resolution Manager Resume

  • PMP certification is preferrable
  • Assist with the project execution of the CCAR and DFAST processes,
  • Processes trucking claims consistent with clients' and corporate policies, procedures and "best practices" and also in accordance with any statutory, regulatory and ethics requirements
  • Possesses a sound working knowledge of the Federal Motor Carrier Safety Regulations and understand the unique claims that the motor carrier industry is confronted with today, issues like hours of service, negligent hiring/supervision/entrustment, and spoliation of evidence
  • Set customer expectations and ensure commitments are and kept accordingly
  • Develop & document methodologies & best practices
  • Tact, diplomacy, & conscientiousness at all times
  • Reviews and decisions complex arbitration and compliance cases
  • Serves as a focal point for customer education and support related to dispute resolution and Mastercard Rules

Experience For Underpayment Resolution Manager Resume

  • Manages the daily dispute process and act as the focal point of resolution of questions
  • Interacts with multiple corporate and business units (e.g., Legal, AML, Customer Risk, Rules, Account Teams, Compliance, Product Development, etc.) to provide support to customers
  • Provide expertise or general support to teams reviewing, researching, investigating, and processing
  • Provides chargeback training and subject-matter-expertise to customers
  • Assists with the development and maintenance of Mastercard’s Chargeback Rules
  • Successfully managed major elements of a large, cross-functional project

Experience For Senior Resolution Manager Resume

  • Established as a subject matter expert and served as the go-to resource for junior and senior staff
  • Ensures timely and accurate execution in solving warranty related complaints through optimal deployment of Field Support Technicians and/or by utilizing and managing a 3rd party network
  • Improve functional excellence of customer resolution, including recalls in the market to ensure service efficiency and cost-effectiveness
  • Takes care of new systems and tools implementation taking care of time guidelines respect and additional efforts needed
  • Manage the Customer Resolution function's cost in line with Market AOP
  • Ensure voice of the customer is fed back in the value chain to improve products, systems and services
  • Develops and ensures high level of functional capabilities of Customer Resolution employees and manages pipeline of talents
  • Integrates activities and planning in accordance to global strategy deployment (i.e. Lifecycle Services) and in alignment with relevant functional organizations (sales, marketing, finance)

Experience For Disputes Resolution Manager Resume

  • Thinks Out of the box and proposes relevant ideas to enhance performance of team
  • Drives for high levels of customer satisfaction at optimal cost and maintains customer relationships
  • Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post incident/root-cause reports and analysis reports
  • Manages the Customer Resolution function's cost in line with Market AOP
  • Ensures voice of the customer is fed back in the value chain to improve products, systems and services

List of Typical Skills For a Resolution Manager Resume


Skills For Customer Resolution Manager Resume

  • Excellent general knowledge on wide type of technologies such as networking, virtualization etc…
  • Demonstrated ability to influence and lead successfully in a complex, fast-paced, matrix-reporting, multi-cultural environment
  • Experience working in Customer Support and/or Chargeback Resolution and/or a related field
  • Experience in security infrastructure administration
  • Experience in Network Intrusion Prevention (VA/PT, NIPS, NIDS, IPS, IDS) administration
  • Experience in the practical use and implementation of the customer support tools

Skills For Recovery & Resolution Manager Resume

  • Previous experience in a cross-company collaboration and partnership. Work closely with internal business partners and key members of the organization
  • Understanding of Grid computing, Map-Reduce, advanced server clustering and distributed programming
  • Understanding of the needs of customers at all stages of the life cycle and particularly during claim
  • Leading/assisting with ad hoc projects as needed
  • Ensuring 'Resolution and Contingency' plans are affected on behalf of the customer and technical problem resolution is proceeding as per process commitments
  • Working knowledge of heavy equipment & trucks

Skills For Technical Resolution Manager Resume

  • Interpreting highly complex policies, laws, regulations,
  • Escalating at appropriate time
  • Systems monitoring and management for grid computing
  • Identifies 1st-level support coaching and training needs
  • Evaluation of root cause of complaints, communicating this into the wider business to enable change and training as required
  • Identify agent coaching and training opportunities
  • 5-7 yrs. of exp. dealing with customer product quality resolution in a high tech industry
  • Familiarity with the issues surrounding cross data center replication
  • Leading high impact teams or projects

Skills For Customer Resolution Manager, Assistant VP Resume

  • Creative problem-solving abilities and a passion for innovation
  • Assist in the development and presentation of executive and board level reporting around the resolution plan
  • Champions a customer-focused service delivery, driving case ownership and management
  • Executes policies, applications, and technical requirements of dispute management processing, chargeback rules and overall Mastercard Rules
  • One or more security certifications. (CEH, Security+, GSEC, GCIH, etc)
  • Direct people management, capability development and change leadership
  • This is not a telework/remote position
  • Conflict Management: Ability to manage sensitive client interactions regaining client confidence. Need strong listening skills and promote the role of client advocate
  • Problem Solving: Need to evaluate and solve complex problems. Skillful negotiation of sensitive issues. Quick decision making ability to recognize and decide the most effective course of action in complex and changing environment

Skills For Dispute Resolution Manager Resume

  • Direct or comparable experience in customer service or financial services
  • Strong verbal and written/documentation skills with the ability to communicate with and adapt to diverse individuals (internal or external to the company). Maintains the highest level of professionalism
  • Previous management /supervisory experience
  • Workers Compensation claims experience required
  • Deployment experience with a highly-scalable, distributed, multi-node environment (10+ nodes)
  • Liability claims experience required
  • An understanding of waste & error principles or health insurance required

Skills For Client Resolution Manager, South Asia Resume

  • Familiarity with virtual machine technologies
  • Conducts call audits to proactively identify & own/drive high complexity cases
  • Attends program calls for new aspects and offerings of Dell services and becoming an SME on Dell’s evolution strategy in services and new M&A (Mergers & Acquisitions)
  • Highly experienced in building up and managing Stakeholder relationships, removing obstacles towards win/win
  • An in depth working knowledge of at least three core infrastructure technologies (IBM AIX, IBM iSeries, Microsoft Windows, Red Hat Linux, Databases (SQL, DB2, Oracle), Storage technologies, IP Networking)
  • Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced
  • Fluent German and very good written and spoken English, any additional language appreciated

Skills For AVP Recovery & Resolution Manager Resume

  • Proven ability to manage remote and EMEA wide situations (Escalations, projects, relations etc.)
  • Excel in core Disputes support activities, including clearly communicating with customers via email, phone, and our CRM tool to reach case resolution
  • Recruit and lead the Disputes Resolution Support team
  • Provide strategic insights and lead continuous improvement efforts in customer service and operations
  • Coordinate day-to-day actions, coach, and manage a Disputes support team to set and achieve concrete targets every quarter by reviewing operations performance metrics, setting new performance goals, defining process improvement opportunities, and mentoring operations team members in the execution of these activities
  • Scale the Disputes team by capitalizing on opportunities for increased effectiveness and efficiency
  • Schedule optimal phone and email shifts and ensure adherence
  • Develop and analyze operational and support metrics to measure the performance of the team

Skills For Underpayment Resolution Manager Resume

  • Develop and lead end-to-end project plans and ensure on-time delivery of critical Risk initiatives
  • Using analytical thinking to understand the needs and issues of the customer, whilst reviewing the underlying internal processes which are relevant to the customer issue
  • Computer literate with experience in Microsoft Office
  • The ability to build & maintain teams
  • Serves as an operational leader in client implementations
  • Respond to clients via written or verbal communication, usually within the ‘channel’ of communication initiated by the client unless matter seems of urgent nature
  • Provide consistent extraordinary and specialized customer service for each client interaction, utilizing extensive operational and business line knowledge, researching and resolving client concerns based on service and product expertise, judgment, and situational analysis, while balancing risk and compliance
  • Mitigates complaints filed through multi-channels; for example, telephone, U.S. mail, email, escalations from bank executives or customer support unites, regulatory agencies (OCC & CFPB), consumer advocacy agencies (BBB)

Skills For Senior Resolution Manager Resume

  • Meet service level resolution timeframes while thoroughly investigating each concern through interviews with the client and bank personnel and records.Work with each client escalation to identify appropriate resources, assess risks, and regulatory compliance issues in order to administer the appropriate oversight, negotiation, and resolution
  • Coordinate and manage customer escalations across multiple departments, ensuring maximum availability of customer's Enterprise system
  • Respond to clients via written or verbal communication
  • Back-up to the Customer Advocate Team and Digital Customer Care, as necessary
  • Ensure a suitable resolution to the issue is delivered within predefined time lines and that the customer understands the resolution plan, time line and possible outcomes

Skills For Disputes Resolution Manager Resume

  • Document all activity in the Dell customer support system database
  • Provide customers with post incident reports in the event of a Severity 1 incident or systemic fault requiring engagement from Dell engineering or Dell technology partners
  • Participate in an on-call function to directly manage all after hours service calls and escalations on a rotational basis
  • Assist with other key activities associated with developing the resolution plans including evaluation of various strategies and financial analysis under hypothetical economic scenarios,
  • Coordination of business partners and various subject matter experts,
  • Assist in the annual development of the Resolution Plan and Capital Plan,

List of Typical Responsibilities For a Resolution Manager Resume


Responsibilities For Customer Resolution Manager Resume

  • Develop strong partnerships with all Service Providers and host monthly operational meetings
  • Experience in customer service (ability to negotiate)
  • Builds relations with customers, understands specific needs of key customers and seizes commercial opportunities where possible (upsell/ cross sell)
  • Influence and lead successfully in a fast paced, multi-cultural environment
  • Customer Support process management
  • Knowledge on products, systems, and customer support tools
  • Collaboration, execution, and change management
  • Expertise in Subrogation and/or Third Party Recovery related activities is highly desired

Responsibilities For Recovery & Resolution Manager Resume

  • Work closely with internal and external partner functions so as to identify, document, strengthen and better instrument existing business critical technical service chains, making them more resilient, more easily recoverable and less likely to fail
  • Provide signoff for new solutions as part for the Operational Readiness and Change Management processes
  • Drive a continuous service improvement culture across the company and external partner community
  • Actively drive service delivery improvements with external partners/suppliers
  • Inspect vehicle to determine extent of repairs, if any, and authorize second opinion if necessary
  • Supervise, retain, and develop Arbitration staff by recruiting, selecting and training employees and by providing educational opportunities. Counsel and discipline employees as necessary. Plan, monitor and evaluate job performance, and conduct performance appraisals
  • Competent managerial and organization skills required

Responsibilities For Technical Resolution Manager Resume

  • Review arbitration trends & provide progress reports to GM/Assistant General Manager as necessary
  • Take real time decisions in order to maintain or exceed service level goals
  • Meet or exceed budgeted goals and key performance indicators (KPIs)
  • Develop, communicate and implement result-oriented department and individual action plans
  • Ensure we listen to our customers and use the knowledge of our range and our processes to offer informed solutions
  • Analyze customer feedback to identify the root causes of issues which negatively impact the services we offer to our customers
  • Support the department's team leaders in the development of their co-workers
  • Ensure timely information and support is offered to the agents and coaches in the department

Responsibilities For Customer Resolution Manager, Assistant VP Resume

  • Ensure the timely completion of annual performance evaluations and development discussions
  • Ensure liaison with other departments within our Contact Centre and our stores’ after sales and home delivery teams
  • Contribute as a member of the Service Management Team
  • In a contact center environment, preferably in retail service environment
  • Manage various tasks and sense of urgency

Responsibilities For Dispute Resolution Manager Resume

  • Handle all dispute resolution between buyers/sellers/territory managers
  • Investigate disputes including reviewing submitted buyer paperwork, reviewing the original inspection report, talking to other parties such as the seller point of contact and the transportation provider, securing repair estimates as appropriate, and developing summary and conclusions/recommendations
  • Coordinate a re-inspection of a disputed item as appropriate
  • Review dispute summaries, Inspection Dispute Resolution to establish a formal Ritchie Bros response/resolution
  • Work closely with Regional Senior Staff Inspectors to report all inspector caused disputes

Responsibilities For Client Resolution Manager, South Asia Resume

  • Create monthly dispute cost analysis reports for the Dispute Committee
  • Self-directed work management
  • Some travel could be required
  • Experience resolving customer issues such as resolving trade disputes and reimbursements including responding to customers in writing or over the phone
  • Embrace & champion change

Responsibilities For AVP Recovery & Resolution Manager Resume

  • Influence change in a positive and inclusive style
  • Global awareness and acceptance of different cultures
  • NY Workers' Compensation Adjuster License
  • DE Workers' Compensation Adjuster License
  • Coordinate input and develop relevant metrics
  • Adjuster Licenses, as applicable per jurisdictional requirements
  • Recognize job-related problems, analyze causes using existing techniques or tools, prepare and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve
  • Field calls and emails from buyers who are not satisfied with an item purchased via an Ritchie Bros's marketplace, including listening to the buyers’ issues, providing any appropriate initial feedback (including advising the buyer of any issues deemed “invalid”), providing immediate resolution if possible, and communicating/executing next steps

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