Support Center Manager Resume Sample

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Emmie Farrell
7654 Peter Fields,  Los Angeles,  CA
+1 (555) 657 9791

Work Experience

Customer Support Center Manager
01/2017 - PRESENT
Philadelphia, PA
  • Developing technical competencies
  • Developing client service skills
  • All Covered citizenship
  • Coach, develop and cross-train associates to foster an environment of achievement and engagement. Consistently review performance to identify gaps and ensure each team member is contributing at an appropriate level. Ensure that applicants receive prompt feedback and communication regardless of employment outcome
  • Make independent decisions that drive the hiring processes, increase productivity and mitigate legal risk while complying with local, state, federal and EEO guidance and laws. Make independent decisions on complex self-disclosed criminal convictions to determine employability
  • Interact with partners on all matters relating to the employment process, advise on store and facility-related execution issues and work to resolve any identified ESC opportunities
  • Negotiation: Exploring alternatives and positions to reach outcomes that gain all parties’ support and acceptance; striving for outcomes that are a win-win for all parties involved
Manager of Operations Support Center
12/2009 - 08/2016
Los Angeles, CA
  • Customer Focus: Making customers (external and internal) and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships; creating and executing plans and solutions in collaboration with the customer
  • Gathers and assess customer’s business and technical needs and challenges related to their printing environment. Articulate Value proposition and identify additional grow area (upsell, opportunity expansion, cross countries, …). Collect and/or Build relevant materials to enable Sales opportunities cross EMEA
  • The following competencies
  • Collaborate on and implement the design of systems to gain customer feedback for Brink’s, identifying issues leading to customer dissatisfaction, and researching underlying root causes
  • Develop broad influence through a robust set of internal/external relationships across the organization; promote win-win outcomes within, among and across teams, using the diverse perspectives of others to achieve results and improve the customer’s experience
  • Managing to KPI’s, development of metrics and dashboards
  • Gather and analyze metrics to benchmark the support center’s workload / performance and identify trends in call center issues
  • Direct daily operations of the Bank’s Treasury Support Center
  • Assess each unit’s compliance with controls and procedures
Support Center Manager
12/2002 - 08/2009
Phoenix, AZ
  • Experience in a Management role
  • Serve as a working member of Help Desk, Classroom and Event Support and Field Support teams
  • Directly-related work experience, including 2 years of supervisory responsibilities for staffing decisions, mentoring, coaching and development, and performance evaluations
  • Position requires US Citizen or lawful permanent resident with three or more years of US residency
  • Develop a consistent set of metrics with the management team to insure customers are served and ATMs are returned to service in a timely manner
  • Position requires strong analytical skills for measuring representative performance; vendor performance; and ATM performance. Need the ability to recognize trends and take corrective action based upon data to insure consistent performance
  • Strong leadership skills that promote customer service and satisfaction within the department
  • Good understanding of ATM functionality and an ability to drive procedures that resolve issues


George Fox University - Salem Center
1996 - 2001
Bachelor's Degree in Management

Professional Skills

  • Demonstrated record of managing multiple direct reports with varying work schedules and customer support experience
  • Microsoft Office (Excel, PowerPoint, Word, Outlook) advance user skills
  • Recruiting, training and performance management experience
  • Experience supporting and managing IT Service Management software
  • Experience troubleshooting Windows and Mac Operating Systems as well as Android and Apple IOS based tablets and various mobile devices and applications
  • Experience with the equipment and IT requirements of a Technical Support Center and production Lab environment
  • Experience with data and voice networks and the associated equipment

How to write Support Center Manager Resume

Support Center Manager role is responsible for training, customer, software, microsoft, leadership, printing, finance, database, mac, planning.
To write great resume for support center manager job, your resume must include:

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

Contact Information For Support Center Manager Resume

The section contact information is important in your support center 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 Support Center Manager Resume

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

Representative Support Center Manager resume experience can include:

  • Excellent interpersonal skills by listening and responding to team members as well as prospective clients, their family members, and clinical professionals
  • Direct supervisory experience in admissions team or call center environment
  • Handling escalated calls, complaints, and questions
  • Responsible for developing and maintaining professional relationships across departments
  • Support the Service Delivery and Relationship teams with reporting and escalation paths that provide timely and accurate information on the customers
  • Windows XP Operating Systems

Education on a Support Center Manager Resume

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

When listing skills on your support center 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 support center manager skills:

  • Maintain leadership policies that support employees by coaching, training and driving excellent customer service skills
  • Strong budgeting, forecasting, and financial management skills
  • Strong communications skills, oral and written; including the ability to communicate complex concepts to technical and non-technical customers
  • Strong understanding of Support Desk processes and methodologies
  • Demonstrated problem solver with the ability to explain and document technical issues and concepts to both technical and non-technical audiences
  • Responsible for helping to scope strategic initiatives and then guiding their end-to-end execution to ensure business led results and transformative outcomes

List of Typical Skills For a Support Center Manager Resume


Skills For Customer Support Center Manager Resume

  • Strong desktop tool experience (e.g. Word, Excel, Access, and PowerPoint)
  • Experience with help desk tools, change management, and call center telephony systems
  • Manage and mentor the Support Center staff providing training and development opportunities
  • High level of comfort in using computers and technology
  • Heavy emphasis on reporting and data analysis to drive short-term action planning, long-term resource, and investment planning,as well as to drive compliance excellence

Skills For Manager of Operations Support Center Resume

  • Identifies customer service requirements by maintaining contact with internal partners; visiting operational environments;conducting surveys; forming focus groups; benchmarking standard methodologies;analyzing information, and applications
  • Completes a detailed review of all processes to validate consistency, thorough and detailed outcomes. Identifies and implements process improvements to achieve results
  • Assess operational activities by finding opportunities for performance improvement
  • Manages the planning and maintenance of budgets for IS&T’s Support Center
  • Initiates and manages customer relationships across HealthPartners’ enterprise; addressing service complains and recommendations
  • General understanding of technologies, systems, databases, and infrastructure
  • Highly proficient in MS Office, including Outlook, Excel and Word

Skills For Assistant Manager, Treasury Support Center Resume

  • Fully knowledgeable of the Windows XP operating systems
  • Performs review on new processes, as well as, a periodic review of current procedures and updates operational procedures where necessary
  • Drive process excellence (define, standardize,measure & continuously improve business processes) in conjunction with the management team
  • Drive/contribute to project based initiatives,study and standardize procedures and workflow to improve efficiency, quality,service, and performance
  • Roll out and actively drive operational excellence with new programs and initiatives
  • Conducts necessary follow-up with clients to ensure customer satisfaction. Confers with other personnel to recommend changes to avoid recurring customer complaints
  • Experience within care delivery industry
  • A list of three references with telephone numbers and email addresses
  • Maintain confidentiality and legal compliance standards

Skills For Remote Support Center Manager Resume

  • Evaluate multiple pieces of data and reach a sound decision
  • Responsible for developing and maintaining a solid understanding of areas related to product reimbursement including coverage policies, coding, claim processing and establishing themselves as Takeda’s SME for reimbursement
  • Demonstrated record of fostering teamwork, relationship building, and mentoring within a diverse population
  • Demonstrated ability to work with multiple customers at a given time, ability to prioritize, and coordinate multiple work activities in a fast-paced environment with quick deadlines and turnaround
  • Detail oriented, precise and technical troubleshooting ability

Skills For Integrated Support Center Team Manager Resume

  • Functional knowledge with the MS Office Suite, Google Apps Suite, and Adobe software
  • Knowledge of Project Management standards, techniques, and best practices
  • Excellent soft skills and ability to appropriately tailor and deliver communication to varying levels of customer management. Ability to present, articulate and argue HPI’s value proposition with focus on financial return on investment and impact on customer business goals is key
  • Excellent understanding of HPI’s portfolio of products and services as well as internal stakeholders and processes
  • Managing Information Technology staff
  • Within Information Technology
  • Communicate with outside vendors as well as train all levels in Macy’s Inc
  • Participates in service management initiatives and operations e.g. incident management, request management, change management, configuration management, etc
  • Monitors service levels to ensure support requests and incidents are handled expediently; developing initiatives to improve first call resolution and incident response timeliness

Skills For Automation Support Center Manager Resume

  • Partners in the development and dissemination of support incident communications; ensuring systems critical situations and incidents are timely and clearly communicated
  • Ensures that support documentation and knowledge management articles are relevant and up to date
  • Facilitates incident reviews to analyze problems, assess root cause and identify areas of improvement
  • Partners across the HealthPartners’ enterprise to ensure that IS&T’s Support Center staff are informed of major implementation or service changes
  • Develops and approves controls, policies, standards, and procedures that affect or support IS&T’s Support Center
  • Analyzes incident reports and makes recommendations to reduce Support Center incident rates and response times
  • Ensures appropriate levels of Support Center staff are scheduled to support peak call periods, major initiations, outages, etc

Skills For Support Center Finance Manager Resume

  • Work efficiently in a high demand, team oriented, and fast-paced environment providing efficient productivity while simultaneously providing superior quality service
  • Previous experience in a technical environment
  • Execute strategic initiatives in line with the overall goals and direction of the department of Educational Technology and Desktop Services
  • Maintain and develop customer relationships with the faculty, staff, and students to understand service needs and opportunities
  • Act as a liaison between Technical Support and other Cardtronics personnel to help resolve escalated customer issues
  • Diagnose and resolve technical and non-technical issues associated with a range of ATMs located throughout the United States
  • Develop training on ATM models and software that provides representatives with the product knowledge and call handling skill to provide excellent customer service

Skills For Support Center Lab Manager Resume

  • Service provider Portals (NCR, Diebold, Burroughs, Pendum)
  • Customer Engagement: Gather, analyze, and benchmark Support Center metrics through ticketing systems, surveys, and various methods of feedback to monitor performance of the Support Center as well as the needs and service trends of the community. Provide escalated problem resolution by giving in-person, hands-on support to end users when necessary
  • Knowledge Base: Oversee the creation and maintenance of the knowledge base making sure solutions to common problems, responses to frequently asked questions, and installation procedures are up to date. Assist in the evaluation and testing of new applications and/or upgrades to existing applications
  • Internal IT Support: Work directly with functional and operational managers as well as tier three support with any system problems/outages that could impact any of the segments of the user community. Communicate directly with specific user groups with updated status reports on outages and service impact
  • Budget and Contract Procurement: Partner with the IT Finance team to manage, procure, and coordinate software contracts and licensing agreements. Manage the budgets; approve purchases and expenditures for the department
  • Proficient computer skills in Salesforce, Microsoft Excel, and Microsoft Word with the ability to troubleshoot day to day issues and determine resolutions or escalation
  • Capable of working with and enforcing established policies, procedures, and practices prescribed by the organization

Skills For Manager, Employment Support Center Resume

  • Motivate and encourage high performing team to exceed their admission goals and call center metrics
  • Work professionally with sensitive, proprietary data and information while maintain confidentiality
  • Effectively communicate to team members individually and in group meetings to ensure company and department goals are met as well as facilitate trainings to further develop current workforce skills
  • Flexibility in work schedule needed as we are open 24/7, 365 days a year to assist our clients
  • ADP Self Service
  • Policy and Process: Develop, implement, and oversee procedures related to identification, prioritization, monitoring and resolution of incidents and service requests, with consistent and timely results. Outline how incidents and service requests are identified, documented, assigned, escalated, and resolved. Initiate and oversee a continuous process improvement program

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