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Operations Customer Service Assistant Manager Resume Example

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Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Motivated, hardworking, and self-motivated individual. I have worked in various fields that have provided me with the skills to quickly acquire skills with various levels of difficulty. Being a fast learner has allowed me to master any program and procedures that has always made me become a great backend support for various departments including IT, sales, finance, marketing, and distributing. I am extremely proud of always being able to exceed my knowledge in each company to where most other departments come to me for assistance. I am able to work independently and figure out problems and provide solutions with critical thinking and being self sufficient. My office qualifications include employment at a medical group, in the banking industry, order processing, operational day to day process, customer service, and assisting the IT dept. I am very proficient with Microsoft Office applications. Revising, editing, and managing employees schedules as well as management meetings is part of my repertoire. Coordinating daily workplace activities and ensuring everything runs according to rules and regulations. I ultimately became a key source for the company as the to go person to help figure out any issues that may impaired the company from any day to day operations. Flexible and versatile – able to maintain a sense of humor under pressure. Thrive in deadline-driven environments and multitasking is not a problem. Excellent team-building skills. I am self driven and motivated to complete my work. Very detail oriented.

Skills
  • Work flow planning
  • Solutions Development
  • Policies and Procedures Implementation
  • Mergers and Acquisitions Knowledge
  • Contract Review and Recommendations
  • Team Leadership
  • Relationship Development
  • Operations management
  • Cross-functional communications
  • Staff Management
  • Advanced training in IFS (9 years of experience)
  • Advanced training in HighJumo
  • Advanced training in Esker
  • Advanced training in Globalship
  • Advanced training in Shopify
  • Advanced training in OnBase
  • Unsurpassed work ethic
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • QuickBooks
  • Outlook Email
  • Microsoft Access
  • Project ManagementReport Preparation
  • Written Correspondence
  • General Office Skills
  • Shipping and Receiving
  • Excellent intrapersonal skills
  • Detail oriented
  • Self-motivated
  • 60wpm
  • Fast learner
  • Scheduling
  • Multitasker
  • Work in tight deadlines
  • Excellent team-building skills
  • Ability to adapt to new technologies and systems
  • Writing Procedures
  • Billing
  • Data Entry
  • Front-Office Operations
  • Coordinating MeetingsAdapt to fast paced environment
  • Self-driven
  • Continuous improvement, sharpen and developing skills
  • Well organized
Education
UNIVERSITY oF PHOENIX Gardena, CA, Expected in 06/2012 Bachelor of Science : Psychology - GPA :
Work History
Cambridge Savings Bank - Operations & Customer Service Assistant Manager
Arlington Heights, MA, 01/2012 - 01/2021
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
  • Spearheaded department training for appraisals of new components.
  • Helped build and review master service agreements for work eligibility.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
  • Assessed freight quality to maintain tight cost controls and maximize business operational performance.
  • Investigated and resolved departmental non-conformances.
  • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
  • Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Raised property accuracy and accountability by creating new automated tracking method.
  • Promoted positive customer experience through day-to-day supervision and management.
  • Collaborated with multiple departments to make sure the day to day business runs smoothly.
  • Built loyal account base and long-term business relationships with wholesale accounts.
  • Managed, trained, and motivated employees to continuously improve knowledge and abilities to improve the business.
  • Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
  • Eased team transitions and new employee orientation through effective training and development.
  • Delegated daily tasks to employees, streamlining daily progress and efficiency.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Mitigated business risks by working closely with the sales department.
  • Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
  • Trained new employees on proper protocols and customer service standards.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Processing an average of 600 orders a day with accuracy
  • Processed return request from customers by email request and company website within a 24-48 timeframe.
  • Processed credits for returns utilizing discretionary case by case decisions.
  • Recorded information, shortages and discrepancies to keep records current and accurate.
  • Recorded adjustments, pallet audits and tracked discrepancies.
  • Researching inventory discrepancies and working with the shipping department
  • Managed the ordering side of the B2B and Shopify website.
  • Assisted IT in resolving issues that may hinder the day to day business process and making sure the issue is resolved.
  • Assisting the sales department with customer relations and needs.
  • Assisting Marketing in fulfilling promotional orders for upcoming events.
  • Assisting the shipping department with any issues or documentation needed.
  • Ultimately, became a key source of the company as the go to person to help figure out any issues that impaired the company from any day to day operations.
JPMORGAN CHASE BANK N.A - Assistant Branch Manager
City, STATE, 03/2007 - 12/2011
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs.
  • Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Demonstrated knowledge of branch financial products, including loans and lines of credit.
  • Coached and developed branch staff by offering constructive feedback and training opportunities.
  • Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
  • Produced reports outlining financial data to assist management with making strategic plans and operational decisions.
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
  • Built rapport with account holders by reaching out with product recommendations and account updates.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
  • Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
  • Reconciling customer’s bank statements.
  • Conduct research on customer’s behalf
  • Manage branch audits to verify Federal regulations are being followed
BREASTLINK MEDICAL GROUP - Receipt Poster/Collector
City, STATE, 09/2005 - 08/2006
  • Accurately posted payments and adjustments both electronically and manually.
  • Managed large volumes of data efficiently and with great care on daily basis.
  • Processed payments that had been received from insurance companies and Medicare.
  • Investigated daily variances and corrected errors to resolve discrepancies.

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Resume Overview

School Attended
  • UNIVERSITY oF PHOENIX
Job Titles Held:
  • Operations & Customer Service Assistant Manager
  • Assistant Branch Manager
  • Receipt Poster/Collector
Degrees
  • Bachelor of Science

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