director, customer service operations resume

Re-designed quality program to more accurately evaluate teams performance, and provide feedback to training team. Created scorecards per customer service representative to gauge progress as well as improve patient satisfaction and service outcomes. Direct and manage all aspects of customer service and medical documentation process. Top 10 Customer Service Job Titles and Descriptions (Employers) Below are the top 10 Customer Service Job Description titles employers request on Google, according to ahrefs.. I’ve included a brief description for each as well as the # … Managed an extremely high call volume averaging 300+ calls daily. Manage marquee “pin events” with regional teams - gatherings across the globe for raving fans that generated over $200k in pin sales and over $160k in charitable donations. Regularly conduct information sharing activities with staff as it pertains to the department and company policies/procedures, including weekly staff meetings. Manage call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions and conducting cost/benefit analyses. Typically reports to top management. Le directeur des opérations est responsable de l'ensemble des processus par lesquels une entreprise réalise et livre un produit/service au client.Le terme « opérations » comprend donc en général les fonctions achats et approvisionnement, la production, la logistique et l'assistance clientèle après-vente.. L'objectif principal du directeur des opérations est d'améliorer les … Assisted customer service representatives, outside sales team, customers, and vendors in troubleshooting orders that required special handling. Maintains management awareness of problems and situations. Master’s degree preferred, Minimum of 5 years management experience in a 200+ seat call center in the financial and/or card services environment, Expertise in a fast paced inbound and outbound call center environment, Proven track record of developing and implementing successful business partnerships, Ability to work with a diverse group of leaders in a team environment, Ability to provide targeted communication, both verbal and written, with exceptional communication skills across a very diverse employee population, Self-motivated and detail oriented, entrepreneurial attitude and excellent work ethic, Provide leadership for managers and supervisors, as well as the 150+ customer service advocates in an inbound call center environment, Day to day oversight of 24/7 call center and daily metrics, Manage key performance indicators (KPI) for service metrics daily, weekly, monthly, Drive efforts to ensure best-in-class service delivery and efficiency in alignment with organizational service and compliance goals, Define, communicate, and implement a best in class customer service value model, Partner with other departments and management to accommodate timely and complete issue resolution, Engage in cross-functional tactical process design to support end-to-end issue resolution, Identify and resolve technical, operational and organizational issues, Market focus with ability to deliver internal capabilities that drive significant improvement in customer satisfaction, Ability to drive change and influence individuals at all levels in the organization, Ability to translate business strategies into clear objectives for the team, Excellent team leadership, project management and program management skills, Maintains positive, constructive working relationships internal customers, Demonstrates solid understanding of the organization's mission and strategy, Strong ability to articulate and manage an end-to-end business model, Transition business / migrate business into core OptumRx's processes, Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff, Work most often impacts a large business unit, or multiple markets / sites, Bachelor’s degree, preferably in business, 5+ years of experience in a call center or production environment, Proficient in Microsoft Word, Excel, and PowerPoint, 2+ year of experience in a client facing role, 3+ years of Inbound Call Center experience, A Bachelor’s degree with 4+ years of management, training experience with at least 2yrs designing and creating training programs/content, preferably in the retail service industry, 3-5 years of experience in customer contact a strong plus, 3-5 years of management and team leadership, Ability to work in a fast-paced, ever changing, innovative environment, Demonstrated skills in coaching, mentoring and training, Exceptional motivational and interpersonal skills, Excellent presentation and facilitation skills, Excellent written and oral communication skills (English), Ability to effectively communicate with remote teams, vendors, business partners and senior leadership, High aptitude for new technical processes and computer programs, Proficient in MS Office – Outlook, Word, Excel, and Power Point, Drive customer success, increased revenue attainment and reduced customer effort and attrition rates in the business, Lead a world-class customer services team responsible for customer success initiatives, Programs, Operations, and Customer Intelligence and Experience, Own the product relationships on behalf of the customer services team; driving product adoption in collaboration with product, marketing, sales, services, finance, product teams and the customer service field resources, Ensure the Customer Journeys is easy, requiring minimal effort on their part, and drives a valuable experience for our customers using best in class implementations of Illumina products, Deliver simple NPS surveys for our customers with clear action plans, Execute on business outcomes by driving the automation of the business value methodology, process and tracking capabilities, Grow the reach of responsiveness of customer service 24/7 through the establishment of Divisional Customer Success Shared Services Centers, Oversee the establishment of an Early Warning System (EWS) dashboard, process and functionality to ensure we have visibility into customer adoption and attrition metrics for all segments of our customer base, Oversee and streamline the localization process to increase the speed to market and harmonize global processes to drive operational efficiencies, Define and develop an operational cadence for the customer engagement & adoption function, Drive the development and management of a customer health index which incorporates customer maturity to identify future renewal opportunities, Lead and inspire employees, gaining their commitment for the flawless execution of T-Mobile's and Customer Care's Mission, Vision Values and Initiatives. Easily Editable & Printable. Can both support in day to day issues as well as having focus on the bigger picture. Skills : Team Leadership, Guest Relations, Reputation Management, Customer Management, Managing Multiple Brands, Guest Surveys, Mystery Shops, Social Media Platforms, Facebook, Twitter, Instagram, Presentation, Project Management, Conflict Resolution, Loyalty Program Operations, Email Marketing. Analyzed 2 years of data to establish premium call lists to ensure we are reaching top donors with fewer attempts. Accountable for all administrative functions in the regional and district service offices within span of control. Achieved 6% growth in first year as director of customer service, despite 3 consecutive years of sales decline. It includes a list of qualifications, skills keywords, work experience, and education. Prepare departmental budget and track expenses to ensure adherence with the budget. This also includes responsibility for coaching and holding reports accountable for undergoing the same process with their teams, Regularly scheduling one-on-one coaching with direct reports to recognize success, help overcome obstacles and set focus, Reviewing agent interactions with customers (e.g. Responsible for the development and implementation of the companys first internal corporate trainer as well as courseware for all new hires. Another Customer Service Manager resume . Managed outbound/inbound call center with a staff of 100 people, including managers, supervisors, lead representatives, and customer service representatives. Monitor employee morale and create an environment that encourages feedback and dialog. Takes action to change the course of direction, including recommending and/or approving changes in plans. Secures and allocates technical support as needed to minimize product downtime. 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