), Interlocks and engages with all appropriate Cisco resources (e.g., TAC; Bus; BEs; CAP; etc.) In that case, see these senior restaurant manager resume examples. on critical escalations, Knowledge of Cisco Services Portfolio - Required, Customer Operations Models (i.e. Strategized long and short term goals for business development tactics. Developed a claims process in regards to what information was needed for each claim. Monitored and maintained brand image through business model change. Resume Format for Operations 5 year experience in smooth running of day-to-day organizational activities, analyzing statistics and devising strategies for improvement. Randy McClure . Made final decision on every claim and reviewed weekly with finance director, Supervised and assigned duties to workers and scheduled break periods, Listened and resolved customer complaints, Examined returned merchandise and determined proper procedure as per company policies, Processed monetary transactions utilizing internal electronic and computerized systems, Performed basic accounting and bookkeeping procedures, Working with team members to achieve departmental sales goals, while providing quality customer service. Operations Manager, 2012 to 2015 Managed day-to-day operations, supervising 150+ direct and indirect reports in areas including manufacturing production, supply chain, procurement, distribution, inventory and compliance. Our Operations Manager resume sample will show you how to create one that will stand out from the rest. Demonstrate expertise and excellence in identifying business related and output solutions opportunities as well as optimization and other recommendations that will save time and expense for the client in these face to face executive reviews, Monitor and report on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed. Download Customer Operations Manager Resume Sample as Image file, Customer Experience Analyst Resume Sample, Customer Development Manager Resume Sample, Customer Operations Analyst Resume Sample, Customer Operations Specialist Resume Sample, Customer Engagement Manager Resume Sample, Manager, Customer Operations Resume Sample, Own the quality & compliance framework across Sales, Service & Retention operations to drive advisor development, customer advocacy and net customer growth, Represent the wider Customer Contact team in projects & initiatives that will have an impact on customers, Aware of different approaches to people management how to drive the right behaviours for the organisation, Knowledge of different communication channels (in particular Social media) and the principles in each to drive customer satisfaction, Managing conflicting priorities and getting the best result for the end customer, Responsible for the leadership of the Operations team/function within the Local Heroes business, Deliver operational performance metrics including but not limited to – Customer NPS, Trader NPS, complaints per thousand, response SLAs, unmatched jobs, Perform work on customer site and engage with customer teams at all levels, Manage all aspects of the complete delivery portfolio, Evaluate and manage third party relationships to ensure that margin levels are met and that the business case is being realized, Develop relationships with senior internal stakeholders and at customers, Develop the business by participating as a Core 3 or engaging ACRs and CSRs for various opportunities, Manage all aspects of the complete delivery portfolio in an account towards various programs and projects, Work closely with internal stakeholders, including customer project managers and key account manager, with necessary contractual interactions and negotiations. Electrical/Computer Engineering or Computing Science or equivalent, Drive services success to achieve business goals and maximize opportunities, Create, maintain and communicate a customized support plan to meet the customer’s evolving needs, Act as a proactive change agent driving continuous improvement at CISCO, the customer, and the partner, In cooperation with the customer, define a joint strategy to drive efficiencies in network related activities and regularly measure against these objectives, Build a "Trusted advisor‟ relationship between the Customer and Cisco and act as an advocate on behalf of the Customer, Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities, Proven experience in communications planning and execution within consulting/technology sector, Experience in delivering services into customers and identifying opportunities, Expert user of Power point and Jive to develop communications, Lead and develop a world-class Customer Service, Technical Support and Customer Training teams and be accountable for team performance, including meeting customer service level commitments, Provide Applications Engineering Sales support, Responsible for the Sales Order processing business process, Drive operational excellence standards, and employing technology and web-based customer interfaces that improve the customer experience and internal efficiency, Responsible for entire systems, projects, programs or operational unit across or within functional areas, Will have other managers and/or senior individual contributors reporting in, Define, create and deliver data analytics that will provide valuable analysis to inform internal decision making, Conduct department meetings and skip level meetings, working on, root cause analysis to identify and resolve breakdowns in policies, procedures and processes impacting and/or compromising world-class customer service, Deploy the UTC operating system tool and methodology, known as Achieving Competitive Excellence (ACE), to drive operational efficiency and standardization across the department, Lead and communicate to direct reports and the department as a whole to drive employee engagement as part of team’s normal operating rhythms, Conduct periodic coaching (in accordance with established standards) and complete and review annual performance evaluations for all team members, Be responsible to manage department staffing and budget within defined guidelines, including business/operational results, Deep understanding of call center and customer relationship systems technology and ability to evaluate and implement systems to improve both efficiencies and customer intimacy, Able to effectively communicate in writing and verbally with solid negotiation skills, Self-starter highly motivated, metrics, results-oriented and customer-focused, Strong data analysis ability and problem solving skills, Demonstrated ability to drive continuous improvement, Ability to clearly define strategic plan and goals, Responsible and accountable for on time delivery of customer shipments; including co-ordination through the factory and with 3rd party logistics providers, Responsible for all phases of customer orders including: order entry, date management, quantity changes, product changes and all order confirmations, Attend and or lead scheduled meetings with Planning, Purchasing, Production and Shipping to ensure customer orders are planned, executed and shipped on time, Oversee all standard customer communication including auto generated order confirmations, invoices, packing slips, manual invoices and any interaction with customer portals, Approve out bound freight cost and track spending, Provide support to sales function by maintaining customer spec sheets, as well as overseeing & enrolling new accounts, gathering forecast information, Manage all major reschedules by allocating available supply to priority orders and tracking the progress to ensure customer impact is minimized, Interface weekly with customer and Accounting to determine financial status of customer account as well as any returns or warranty claims, Provide guidance to the Customer Operations Specialists in their daily tasks, BA/BS degree desired or equivalent work experience, 5-10 years’ experience managing or supervising a Sales or Customer Service Team in a manufacturing environment, Proven track record of implementing new processes and procedures resulting in improved customer satisfaction and/or cost reductions, Strong interpersonal skills, excellent written and verbal communication skills, Must have excellent knowledge of Excel, Word and Outlook and use of MRP and or ERP systems, Lead the outsource service operations for NOW TV across all sites & locations to ensure that they have the right tools, capability & resources to handle inbound service contact across TV & Broadband, Engage with the wider Customer Contact strategy to ensure that the teams are able to effectively plan for current and future challenges, Support the Planning & Forecasting teams with insight and feedback that will enable us to better forecast, manage shift planning and handle real time issues, Develop a plan to continually optimise First Time Resolution & Customer Satisfaction through empowerment and the appropriate use of escalations & shared service support, Drive customer escalations & complex queries to successful conclusions through empowered teams and individuals and ensure that the feedback reaches all appropriate areas of NOW TV, Engage with the L&D team to ensure that we are recruiting, inducting and developing our people in a sustainable & scalable manner, that delivers a branded experience, reflects the NOW TV values and minimises attrition, Continually review the way we are organised and drive improvements that will enable the team to be more responsive and agile around the needs of our customers, Experience in leading and managing people within a customer facing function, Ability to lead and inspire operational staff at all levels to engage them & lead them effectively, Clear understanding of communicating to different cultures, Experience of working with & effectively influencing outsourced partners, Ability to drive a coaching & mentoring approach to deliver effective development sessions to the customer facing advisors both in house & outsourced, Drive accountability in an engaging way that will enable all members of the NOW TV Operations team to utilise the right advisors for feedback, A passion for great customer experiences and a real focus on delivering great outcomes for their people, College degree preferred or equivalent experience, Minimum of six years of supervisory / management experience with a minimum four years’ experience in customer oriented/service environment, Customer focused – service oriented attitude, Demonstrated ability to lead, coach and develop effective teams, Ability to define and prioritize objectives and effectively set goals to drive achievement, Thorough knowledge of call center operations, Strong analytical and problem solving skills utilizing sound judgment to make decisions, Results oriented with ability to manage change while creating a positive environment, Strong management, technical and analytical skills with solution driven results that enable optimal performance of individuals and the team, Flexibility and ability to work across Customer Operations in multiple team capacities, Ability to handle multiple, competing priorities and deliver results in a fast-paced environment, Excellent communication skills and ability to accommodate flexible work hours/schedule, Knowledge of automotive industry is preferred, Knowledge of SQL, UNIX, and Customer Relationship Management (CRM) systems preferred, Strong computer skills and proficiency in MS Outlook, Word, Excel, Adobe, Visio and the Internet, Provide support through the lifecycle of our clients by identifying at risk processes, driving process consistency and championing scalability for the service delivery organization, Assist with new client implementations as needed to support Global Customer Operations (GCO) initiatives, diagnose complex service needs of new clients and promote process standardization pre and post launch, Analyze and diagnose performance issues at the account and/or the customer call center line-of business (LOB) for all GCO metrics, Set and manage clear expectations for GCO outcomes with stakeholders. 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