Supervisor, Customer Care Resume Sample
Aditya Erdman
6678 Beahan Keys,
New York,
NY
+1 (555) 688 8112
Work Experience
Associate Supervisor, Customer Care
07/2015
-
PRESENT
Dallas, TX
- Monitors the Customer Care Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
- Monitor the Customer Care Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
- Conduct quality control phone call monitoring to evaluate Customer Service Representatives’ performance
- Review and analyze statistical reports to manage team’s productivity
- Supervisory experience in a high-volume call center can include acting lead, supervisory or coaching experience required
- Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Care Representatives
- The supervisor trains, coaches, monitors, and rewards Customer Care Representatives on various Division marketing campaigns to achieve projected sales goals
Supervisor, Customer Care
06/2009
-
01/2015
Detroit, MI
- Supervisory experience in a high-volume call center is requisite
- Works with peers, as well as other departments to ensure department goals and objectives are met including superior customer satisfaction
- Interface with various departments to achieve customer satisfaction objectives
- Business writing and presentation skills required
- Adheres to the processing, retention, and compliance of Time Warner Cable’s departmental administrative forms and records as prescribed
- Reviews telephone activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department
- Develop a high performance team of inbound service associates
- Ensure consistency in tracking and administering service associate performance including attendance, punctuality, hiring practices, performance improvement plans
- Monitor the Customer Care Representatives’ telephone calls and review quality assurance data/scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
Supervisor Customer Care Operations
05/2003
-
05/2009
San Francisco, CA
- Ales experience is required
- One to two year’s call center experience supporting inbound customers required
- Hires, evaluates, disciplines, coaches, motivates and provides regular feedback to CSR’s
- Monitors the Customer Service Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
- Actively and consistently support all efforts to simplify and enhance the customer and employee experience
- Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills
- Monitor individual and team performance to ensure performance and quality standards are met or exceeded
- Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching
- Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives
Education
University of Delaware
1998 - 2002
Bachelor's Degree in Related Field
Professional Skills
- Prominent customer service skills, including communication skills (written and verbal)
- Excellent oral, written, telecommunication, and interpersonal communication skills
- Excellent organizational , analytical, and diagnostic skills
- Strong leadership, motivational, interpersonal and analytical skills necessary
- Experience with customer relations, communications and sales skills
- Troubleshooting skills in data, telephony or video services required
- Advanced analytical and troubleshooting skills with the ability to be to assist others in resolving and preventing problems
How to write Supervisor, Customer Care Resume
Supervisor, Customer Care role is responsible for leadership, customer, coaching, telephony, training, performance, microsoft, communications, telecommunications, retail.
To write great resume for supervisor, customer care job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Supervisor, Customer Care Resume
The section contact information is important in your supervisor, customer care resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Supervisor, Customer Care Resume
The section work experience is an essential part of your supervisor, customer care 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 supervisor, customer care responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular supervisor, customer care position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Supervisor, Customer Care resume experience can include:
- + Team-Building and People Management Skills
- Group Champion: Facilitates routine huddles with the team focused onimproving the employee experience and the customer experience, while
- Experience in inventory management and experience in a supervisory role required
- Develops direct reports’ skills, monitors and evaluates performance and provides feedback
- Superior communication skills. Ability to communicate in a clear and concise manner
- Very good English (B2) + additional language (Spanish is strongly preferable)
Education on a Supervisor, Customer Care Resume
Make sure to make education a priority on your supervisor, customer care resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your supervisor, customer care 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 Supervisor, Customer Care Resume
When listing skills on your supervisor, customer care 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 supervisor, customer care skills:
- Effective communication skills and excellent customer resolution skills and experience
- Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development
- Good communication skills and process planning
- Strong leadership skills, including the ability to motivate and engage a team to meet departmental targets
- Excellent verbal and written communications and listening skills
- Excellent time management skills - ability to work a varied schedule to best accommodate business needs
List of Typical Experience For a Supervisor, Customer Care Resume
1
Experience For Supervisor Customer Care Resume
- Demonstrated track record of managing change with proven results
- Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training
- Proven success in leading, managing and motivating others
- Assess and analyze team performance and competencies, identifying skill gaps, providing feedback and coaching to develop a baseline of service opportunities
- Establishes and maintains effective cross functional relationships that support company Guiding Principles and Values
- To contribute to departmental business plans and priorities by applying company policies and procedures to resolve a variety issues
- Direct supervisor experience, preferably in a Customer Service contact center, including basic knowledge of human resource policies and procedures
- Strong working knowledge of Microsoft Office suite including Excel
- Make sure SLA’s are up to date, fulfilled & set priorities
2
Experience For Supervisor Customer Care Operations Resume
- Professional managerial experience in corporate environment
- Very good English (B2) + additional language
- Ongoing performance management through feedback on previous day’s performance
- Understanding of how to reference/update internal tools in support of the client
- Responds to telephone inquiries using standard scripts and procedures, to include having conversations with clients regarding their ticket
- Partners with peers sharing coaching/training opportunities and monitors for quality assurance
- Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed
- Provides routine staff supervision activities regarding staffing, disciplinary actions and performance appraisals
3
Experience For Associate Supervisor, Customer Care Resume
- Responsible for learning solutions to facilitate the troubleshooting of issues reported by clients
- Adheres to the processing, retention, and compliance of Spectrum’s departmental administrative forms and records as prescribed
- Manage tag inventory for the NJ E-Z Pass project and oversee mailing of tags to customers within SLA specified timeframe and according to quality specifications
- Be responsible for daily reconciliation of physical tag inventory to Oracle based operating inventory reports
- Facilitate monthly and annual tag inventory audits, both internal and external. Respond to audit reports and provide resolutions as necessary, in a timely manner
- Procure supplies for the processing and packaging of tags by negotiating best costs with suppliers. Plan and manage supplies inventory to meet production expectations and quality standards
- Facilitate and maintain open channels with vendors and suppliers to ensure prompt and efficient service arrangements for outgoing mail and delivery of supplies
- Oversee tag returns processing, storage and tracking while in the 90 Day Hold and return to operating inventory. Organize disposals of expired inventory as needed
4
Experience For Supervisor, Customer Care-proprietary Brands Resume
- Direct the storage and organization of inventory at the onsite and off-site warehouses according to FIFO inventory method. Monthly travel to off-site warehouse in own vehicle required
- Excellent decision-making abilities and ability to integrate information
- Document and revise Standard Operating Procedures (SOPs) for the Tag Distribution department on an ongoing basis
- Ensures the care center is meeting telephone access standards for Magellan
- Write and review annual performance appraisals for employees, establish periodic goals
- Be able to execute instructions, initiatives and policy procedures as directed by operations management and communicate issues effectively. Prepare monthly progress reports for client meetings
- Management experience in a call center environment
- Strong computer proficiency in Microsoft Office products required
5
Experience For Supervisor, Customer Care Technical Resume
- Utilize independent sound judgement
- Manages the customer care management (CMC) and supports services (if applicable) to ensure compliance with policies, procedures and customer requirements
- Measures performance and productivity against the standards
- Interviews and screens applicants for positions within the department
- Manage the department`s customer/support services quality improvement programs to ensure member and provider satisfaction
- Manages the complaint and grievance process
- Coordinates the day-to-day activities of Customer Service Representatives receiving incoming telephone calls. Intercedes on incoming telephone calls with difficulty customers and/or requiring in-depth knowledge of the organization’s products/services
- Handles call backs and escalated calls, as needed
- Manages schedules and time off requests to meet the needs of the business
6
Experience For Supervisor, Customer Care-retention Resume
- Achieve and maintain rapport with internal and external customers in all departments, providing consistent, quality service and maintaining the values and vision of CEMEX
- Manage attendance, schedule adherence, and off-phone activities of Customer Care Agents to ensure smooth operation of Customer Care
- Review Customer Care Representatives’ performance to identify and coach areas of opportunity
- Evaluate and score call quality performance based on established quality standards to maintain customer focus
- Reports to the Manager of Customer Care
- Play a key role in leading and owning Customer Care Team or Flow Solutions Group (FSG) Key Initiatives, assignments, and projects to support the organizations’ goals and strategies
- Diffuses volatile customer inquiries
7
Experience For Supervisor, Customer Care Sales Resume
- + Proficient in MS Word, PowerPoint, Excel
- + Occasional travel required (<5%)
- + Communication – Effectively conveys ideas and information both verbally and in writing. Consistently and routinely provides feedback to the team on every type of interaction
- + Motivational – Encourages others and self to do more than what is required, has positive impact on outcomes, inspires passion in others through leading by example
- Achieve customer care business objectives by effectively coaching and developing the customer care team, through the following activities
- Ensures team compliance with customer service standards and develops sales skills of individual team members
8
Experience For Supervisor, Customer Care Resume
- + Time Management – Prioritizes tasks and takes into consideration other people’s requirements in order to achieve deadlines
- + Adaptable – Adjusts to change and reacts in an effective manner to shifting circumstances, is a calming force during change, fosters a positive environment
- + Accountability – Takes ownership of results regardless of circumstances and to receive feedback and apply it accordingly
- + Teamwork – Works with others in order to achieve a “win/win” to accomplish a common goal
- + Critical-Thinking – Ability to collect, apply, analyze and evaluate information to reach an answer or conclusion that considers all variables and seeks to achieve the most beneficial result. Anticipates results, both desirable and undesirable, and integrates into decision-making process
- + Integrity –Ability to be honest, fair and to maintain strong moral principles, uses Advanced Communication Skills (ACS) and addresses issues directly, considers all sides with making decisions, is ethical and above reproach
9
Experience For Supervisor Customer Care Resume
- + Job Knowledge –Possesses the knowledge of SOPs, work practices, systems, processes, and procedures required to perform the job functions. Collaborates with internal and external partners for guidance with employee relations and legal issues
- Hiring and onboarding of new team members
- Responsible for monitoring and reviewing daily reports to determine issues that could assist in maintaining daily ASA and service levels
- + Coaching and Development – Provides guidance, direction, and encouragement during all interactions to promote growth, provides clear accountability structure
- Overtime Tracking and Processing
- Provides in depth technical troubleshooting knowledge for Data, Video and Telephone products as well as resolves escalated issues
- Participates in department goal setting sessions and develops plans to achieve these goals
- Side by side call monitoring
- Decision-making on phone coverage schedules (shifts, breaks, lunches, vacations,etc.)
10
Experience For Supervisor Customer Care Operations Resume
- Review and analyze statistical reports to manage teams’ productivity
- Develops personnel in all areas of performance management including, but not limited to: customer service, sales, retention, accuracy, phone accessibility, job knowledge, and professionalism
- Selects, trains, directs, develops, and motivates employees; evaluates performance and recommends salary adjustments
- Fosters a work environment of mutual respect and teamwork among team members
- Works with matrix team members in the identification of procedural problems and recommends appropriate changes
- Assists direct reports and staff support personnel in reaching individual and work unit goals and objectives by measuring performance, giving timely feedback, coaching for improved results, and providing regular monthly performance evaluations for each team member
List of Typical Skills For a Supervisor, Customer Care Resume
1
Skills For Supervisor Customer Care Resume
- Skills using process quality, operational, and problem solving methodologies
- Superior interpersonal and networking skills to interface with all levels of management
- Exemplary leadership skills and ability to develop team members while managing engagement
- Exceptional customer service focus and relationship building skills
- Effectively communicating and leading cross functional change management initiatives
- Experience in a team lead or supervisory role a strong asset
2
Skills For Supervisor Customer Care Operations Resume
- Computer skills – advanced Excel, MS products, AS400
- Proven ability to lead effective teams and create team enthusiasm and engagement
- Identifying and implementing process enhancements that increase team productivity and improve the end to end customer experience
- Delivering an experience so profound that customers love using our products and services and actively recommend them to others
- Experience in coaching and/or mentoring call agents is required
- Present good judgment and balance in decision-making
- Strong familiarity with PC, networking, and electronics systems
- Two years’ recent experience in a health care setting
3
Skills For Associate Supervisor, Customer Care Resume
- Experience and understanding of ICOMS
- Good vision, including peripheral, and ability to adjust focus
- Relevant experience successfully leading teams or projects (formally or informally)
- Customer service and/or leadership training is a strong asset
- Excel and strong analytical reporting capabilities
- Demonstrate sound judgment and decision making abilities within one’s Grant of Authority
4
Skills For Supervisor, Customer Care-proprietary Brands Resume
- Work independently and organize multiple priorities in a fast-paced environment. Self-starter
- Demonstrated ability to manage day-to-day work with an eye toward continuous process improvement
- 3 – 5 years of Call Centre/management/customer service experience required
- Experience in transportation industry is a benefit
- Supervisory experience in a customer service environment, preferably in a health care organization
- Customer service supervisory experience
5
Skills For Supervisor, Customer Care Technical Resume
- Broad supply chain execution experience
- Intermediate to advanced PC and ACD system experience required
- Experience as either a team lead or Customer Care Supervisor is required
- Incumbent spends approximately 4-6 hours per day sitting at desk, entering data on computer terminal and talking on telephone
- International mindset and attitudes, understanding and being able to take advantage of regional diversity
- Use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.)
- Flexibility to work varying shifts and responding to unanticipated events
- Creates value added service for the customer by achieving a high level of satisfaction in resolving inquiries
6
Skills For Supervisor, Customer Care-retention Resume
- Competency with workforce and scheduling tools used in Global Customer Assistance Team
- Incumbent spends approximately 1-2 hours per day walking between Plan departments
- Technical problem solving expertise in relevant field
- Adaptability and accountability to the needs of the business while maintaining a positive attitude
- Expertise in monitoring workflow systems in a customer service environment
- Perform to expectations in a fast-paced and changing environment
- Lead team meetings to create a unified environment and open lines of communication, keeping the team informed of relevant items on a “need to know” basis
- Investigate and guide issues escalated through the case management system to a successful resolution while maintaining the value of Customer Centricity
- Communicate efficiently with relevant internal and external personnel regarding escalated issues
7
Skills For Supervisor, Customer Care Sales Resume
- Provide weekly & monthly reports detailing performance of key metrics to determine gaps and develop improvements
- Trains, coaches, monitor, and reward Customer Care Representatives on various division marketing campaigns
- Builds the corporate image by seizing opportunities to remove obstacles
- Work with Support personnel
- Maintain composure and work well under pressure
- Experience of team supervision and foundational management skills such as time-management, communication, managing people and presentation skills. Can demonstrate personal and team leadership skills
- Strong SLOs focus and commitment
8
Skills For Supervisor, Customer Care Resume
- Build relationships with complementary areas of the business
- Analyze operational and statistical data to apply resources
- Building a high performing team of 10-12 Service and Support agent’s representatives/specialists by supervising, coaching and balancing team and individual goals. Owning the end-to-end performance and develop the team as individuals, team members and contributors
- Time Management – Prioritizes tasks and takes into consideration other people’s requirements in order to achieve deadlines
- Teamwork – Works with others in order to achieve a “win/win” to accomplish a common goal
- Handles escalated customer issues either through direct personal action or referral to the respective individuals/departments. Resolves problems through root-case-analysis of situations (RCCM) and experience to determine best use of approach and resources
- Identifies process gaps and issues, recommends process improvements and system enhancements for enhanced efficiency and productivity
- Demonstrates the ability to recognize sales opportunities (especially backlogs), coaches and develops the team to be commercially aware when handling customer interactions
- Be an effective Change Agent, who leads by example and knows how to handle periods of change and leads the team through such periods, displaying motivating and encouraging behaviors. Encourages team to improve processes and workflow
9
Skills For Supervisor Customer Care Resume
- Be an ambassador for creating positive customer experiences. Make joint visits with sales/marketing team as and when necessary to solicit feedback (voice of customers, CAS) and grow business relationships together
- Effectively present information and respond to inquiries from internal and external personnel
- Experience in analysing data/metrics
- Experience in a supervisory role
- Relevant experience in Customer Care industry
- Upervisor/ management experience
- Conducts recurring team huddles and 1x1 meetings with direct reports. Provides and shares updates with the Customer Care Manager
- Ensures compliance to company policies and procedures (References SOPs, WINs, and approval processes) accurately and a good record of documentation maintained for audit purposes. Ensures SOPs are updated
- Capable to work extended hours as needed, accessibility during all business hours for a 24/7/365 operation
10
Skills For Supervisor Customer Care Operations Resume
- Customer support and/or service
- Instruct, direct and evaluate employees and to resolve work related problems
- Maintain confidentiality and manage knowledge on a “need to know” basis
- Competence in usage of Emerson’s business and systems tool
- Extensive knowledge of technology and software applications including ACD technology, IVR application and call routing; scheduling software, preferably eWFM, Remedy; Network and Internet communications; IDA; and RTA (real time adherence)
- Knowledge of effective call center techniques and procedures and the demonstrated capacity to interpret call center statistics
- Work well under pressure in a fast-paced and ever-changing environment
- Act with honesty and integrity
- Knowledge of applicable products and services
List of Typical Responsibilities For a Supervisor, Customer Care Resume
1
Responsibilities For Supervisor Customer Care Resume
- Excellent oral and written communication skills - ability to work closely with a wide variety of people and positions in a diplomatic and professional manner
- Embeds a performance culture, demonstrating excellence while enhancing team engagement, service, knowledge, skills, and morale
- Effectively coach and develop team members
- Assists in training new employees and ensuring ongoing training is effective
- Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety issues
2
Responsibilities For Supervisor Customer Care Operations Resume
- Set priorities for team to ensure task completion; coordinates work activities with other supervisors
- Develop and implement process and/or operational improvements to enhance efficiency and effectiveness of operations
- Cross-functional Customer Care experience, with supervisory leadership
- Provide support to customer care associates by addressing day to day questions, identifying areas of additional training
- Provide training and ongoing performance feedback
3
Responsibilities For Associate Supervisor, Customer Care Resume
- Maintains and enhances customer services by organizing and evaluating service, delivery systems and procedures
- Work in conjunction with Manager regarding day-to-day activities and continuous process design improvement
- Manage the quality, productivity and application/case processing within the department
- Ensure quality within department through call monitoring and case audits
- Supervises a staff of employees, working to develop and coach talent to ensure the successful operation of the team and organization
- Assists with the implementation and support of new program development and the continuous improvement of existing programs
- Identifies and suggests resolutions that enhance MAPS while leveraging expenses
4
Responsibilities For Supervisor, Customer Care-proprietary Brands Resume
- Measure service levels and tracking systems for program improvement
- Manage resources to meet fluctuating volumes, required response times, and strict compliance to policies and schedules
- Remote call monitoring
- Executes Performance Improvement Plans, as required
- HR Administrative Processes (ie.PRCP, ACR, Talent Calibration)
- Coaching: Provides daily coaching and feedback to team members, who are focused on retaining customers who request to disconnect or downgrade services, by inspiring trust, encouragement, motivation and accountability. Creates coaching plans in a feedback-rich environment
5
Responsibilities For Supervisor, Customer Care Technical Resume
- Employee Leadership: Promotes positive employee relations by fosteringa team environment of open communication, approachability and fair and consistent treatment of all employees within a workforce dedicated to diversity
- Customer Advocates: Responds to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction
- Organizational Excellence: Monitors performance levels and team member activities, administers all company policies; takes appropriate action as necessary supporting an employee and customer-centric organization
- Career Advisor: Encourages career development with each team member through the creation and management of individual development plans
- Supervise, train and direct the activities of the staff for reimbursement and access program(s)
- Exhibit strong knowledge of pharmaceutical/healthcare environment, including reimbursement and funding sources, including but not limited to Pharmacy and Medical benefits design, Affordable Care Act, Medicare, Medicaid, managed care organizations, VA, etc
- Exhibit/Maintain subject matter expertise (clinical knowledge is not required) in the area patient assistance, co-pay/saving cards, and reimbursement assistance to ensure staff is providing the appropriate support / service(s)
6
Responsibilities For Supervisor, Customer Care-retention Resume
- Maintain program processes while continuously looking for design improvements to positively impact program profitability
- Insure adherence to and maintain the program SOPs, KPIs and business rules
- Handle escalated calls into the program in a call-center environment
- Manage payroll activities for the team
- Act on manager's behalf in her/his absence
- Interact with pharmacies and / or distribution centers as part of program business rules
- Advocates on behalf of the patient or the provider to problem-solve any issues or obtain necessary information
- Identify/address and report performance concerns to management
- Manage all incoming tickets submitted via internal ticketing system to include ensuring all necessary information has been provided by client, triaging tickets to appropriate resources and identifying urgent client reported issues
7
Responsibilities For Supervisor, Customer Care Sales Resume
- Proficient in connecting remotely to client servers and in techniques used for responding to system emergencies in support of reporting, interface and workstation issues
- Execute system utilities as part of troubleshooting client reported issues
- Monitor several email queues to create tickets on behalf of clients, triage tickets according to desk procedures
- Assist clients with set up of security account accesses for client facing tools
- Identify and report trends to management that are occurring across the client base
- Identify urgent client reported issues to ensure a resource is quickly assigned to resolve the ticket
- Analyze data received from client/system to troubleshoot/resolve system problems
8
Responsibilities For Supervisor, Customer Care Resume
- Adhere to client’s change control policies
- Completes a variety of atypical assignments, for example but not limited to loading of files onto client’s server, assists analysts by calling clients and following up on open tickets, downloading files from client’s server to local drives
- Participate in ongoing trainings to develop a general working knowledge of all solutions
- Document procedures as required
- Experience in Customer Service, including mentoring and training Professional Services Organization, improving customer service, measuring team performance, and developing teams
- Thorough understanding of Customer Service policies
9
Responsibilities For Supervisor Customer Care Resume
- Monitors efficiency and productivity to ensure the following service standards and key performance indicators (KPIs) are met –
- Develop and maintain trustworthy relationship with all stakeholders (e.g. the CS FO Management, other functions and teams like Pricing, Inventory, OTD)
- Develop and maintain trustworthy relationship with all stakeholders (e.g. the CS FO Management,other functions and teams like Pricing, Inventory, OTD)
- In depth knowledge of Customer Service systems and tools
- Interact with all levels of QVC internal /external employees and partners
- Sets team goals, formulates plans to achieve, and tracks results
10
Responsibilities For Supervisor Customer Care Operations Resume
- Fosters cross-functioned teamwork and builds a safe environment which encourages and establishes trust
- Monitor daily reports & KPI, analyze trends, identify root causes and deploy corrective actions if needed
- Identify process improvement opportunities and lead the team to implement improvements together with FO management & SSC Experts
- Take the lead and/or contribute to projects
- Learn new applications/software systems
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