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Head of Customer Operation
A high energy and results-driven professional with over 19 years customer service experience in a managerial capacity. Relevant skills include
- Excellent planning and organizational skills result in the optimum functioning of the department and the consistent achievement of customer service standards.
- Proven interpersonal and motivational ability ensure a strong team approach and the attainment of maximum performance levels and productivity.
- Proven track record in resolving and reducing customer complaints and meeting customer service level agreements.
- Successfully introduced innovative strategies to improve quality of customer service, productivity and profitability.
- Microsoft Office
- Problem Solving
Head of Customer Operation
Responsible for setting the strategic direction of the statewide contact center operations with the primary objectives of driving operational efficiency, quality monitoring, highly productive and engaged workforce and enhancing the customer experience.
Role of responsibilities:
- Plan & develop contact center & operation business plan, and implement it in all related contact center & transaction support operation to achieve the company objectives.
- Maintains & improves contact center operations by monitoring system performance, identifying and resolving problems; preparing and completing action plans, process audits and analysis; managing system, process improvement, and quality assurance programs.
- Working close with BPO vendor partner and responsible for managing Partner performance and relationship to ensure optimum performance, timely submission and review of the performance data, and ensure that vendor partner and overall account performance metrics are achieved.
- Maintain effective communication and actively seek opportunities to continuously improve vendor partner performance and the vendor management process.
- Provide Customer Satisfaction Management, which includes handling solicited, and unsolicited feedback, focusing on customers, analyzing customer service performance, providing information to customers and reporting analysis.
- Coordinating and monitoring the calibration session with partner for 1st tier operations in order to deliver feedback and recommendation for quality improvement
- Plan & develop with related training & learning unit/Dept/Div, a competency based learning and contact center talent pool management, and build teamwork among managers and all staff to ensure high morale, motivation and focus on customer experience
- Develop subordinates’ capacity through daily monitoring and supervision, quarterly and yearly staff performance discussions/evaluation, and routine coaching/training to improving and updating staff performance and career development (in coordination with Human Resource Department)
Customer Service Manager
Responsible for setting the strategic direction of the statewide call center operations with the primary objectives of driving operational efficiency, quality monitoring, highly productive and engaged workforce and enhancing the customer experience.
Contact Center Manager
Plans and manages the operational activities of the call center. Ensures an efficient workloads/workforce balance through the effective utilization of assigned resources and administration of activities, in support of the organization’s vision, mission and customer access strategies.
Call Center Operation Manager
Manages the operational activities of the call center. Ensures an efficient workloads/workforce balance trough the effective utilization of assigned resources and administration of activities, in support of the organization’s vision, mission and customer access strategies. Responsible for performance all tier in contact center refer to SLA agreed
Call Center Supervisor
Manages and directs the activities of the department’s agent who provide customer support. Responsible for ensuring resources are utilized efficiently. In accordance with the call center objectives and in ways that consistently promote customer quality and satisfaction.
Customer relation Team Leader
Handle team Customer Relation to solve customer problems that can not be solved by a call center agent, with standard complain handling to ensure accuracy and customer satisfaction
Contact Center Agent
Handle incoming call or prospect or customer inquiries or concerns and uses company recourses and call center policies and produces to provide complete, accurate responses. Uses call center technologies and follows processes in accordance with call center standard to ensure contact handling accuracy and operational effectiveness.
Relocated Tier 2 service from Jakarta to Semarang for 7 skill (500) agent
Create new location for Contact center Kereta Api Indonesia operation in Bandung
Enlarge Customer Service Capacity
Enlarge Kereta Api Contact center Capacity to received more customer feedback
Career Expert Tips:
What is the Role of a Head of Customer Operation?
In the ever-evolving landscape of business, the role of a Head of Customer Operation stands pivotal. This role is the linchpin that ensures the seamless functioning of the customer operations department, a department that is the heartbeat of any organization. The Head of Customer Operation is tasked with overseeing customer service teams, strategizing to enhance customer satisfaction, and working tirelessly to foster a culture of excellence in customer service.
Imagine being the captain of a ship, steering it through calm and turbulent waters alike, always with an eye on the ultimate goal – unparalleled customer satisfaction. This role demands a person who is not just a leader but a visionary, someone who can foresee trends and steer the organization in a direction that meets and exceeds customer expectations. It is a role that demands a deep understanding of the customer psyche, a role that is both an art and a science.
What are the Head of Customer Operation Job Requirements?
Embarking on the journey to become a Head of Customer Operation is akin to preparing for a marathon, a journey that demands both endurance and preparation. Let’s delve deeper into the prerequisites that one needs to fulfill to embrace this role:
- A Bachelor’s degree in Business Administration, Marketing, or a related field, laying a strong academic foundation.
- Proven experience in customer service or operations, showcasing a trajectory of growth and learning.
- Strong leadership skills, honed through experiences in leading diverse teams.
- Exceptional communication skills, both verbal and written, to articulate strategies and foster a collaborative environment.
- Proficiency in customer relationship management (CRM) software, a tool that aids in managing customer interactions efficiently.
- An analytical mindset, equipped to dissect complex data and derive actionable insights.
Securing additional certifications in customer service management can be a feather in your cap, enhancing your profile in the competitive job market.
What are the Responsibilities of a Head of Customer Operation?
As a Head of Customer Operation, you are entrusted with a myriad of responsibilities, each significant in ensuring customer satisfaction and operational efficiency. Let’s unravel the core responsibilities that define this role:
- Developing and implementing customer service policies and standards, laying down the roadmap for exceptional customer service.
- Overseeing the recruitment, training, and development of customer service teams, nurturing a team that is equipped to deliver excellence.
- Monitoring customer feedback and reviews, a pulse check that helps in understanding customer sentiments and improving services.
- Collaborating with other departments to ensure a unified approach to customer service, fostering a culture of collaboration and synergy.
- Managing budgets and financial planning for the customer operations department, ensuring optimal utilization of resources.
- Leading by example, setting a benchmark in customer service through personal interactions with customers.
Each responsibility is a stepping stone towards building a customer-centric organization, a journey marked with dedication and a deep understanding of customer needs.
Head of Customer Operation Resume Writing Tips
As you stand on the threshold of crafting a resume that mirrors your journey and aspirations, remember that your resume is a canvas where you paint your career story. Here are some tips to help you narrate your story effectively:
- Highlight your leadership journey, showcasing instances where you have led teams to success.
- Detail initiatives or programs you have spearheaded, narrating the impact they had on customer satisfaction.
- Include metrics to quantify your achievements, painting a picture of your successes through numbers.
- List relevant certifications, showcasing your commitment to continuous learning.
- Personalize your resume for the specific role, weaving a narrative that resonates with the job description.
Each tip is a brushstroke, helping you paint a portrait that is both compelling and authentic.
Head of Customer Operation Resume Summary Examples
Your resume summary is the opening act of your career story, setting the stage for what is to follow. It should be a powerful snapshot of your journey, encapsulating your experiences, skills, and the value you bring to the table. Here are some examples to inspire you:
- “Dynamic Head of Customer Operation with over 10 years of experience in fostering customer-centric teams and enhancing customer satisfaction.”
- “Proactive Head of Customer Operation with a proven track record in strategizing and implementing policies that have revolutionized customer service.”
- “Visionary Head of Customer Operation with a knack for identifying and leveraging opportunities to enhance customer satisfaction and operational efficiency.”
Each summary is a window to your career, offering a glimpse of your journey, your strengths, and your vision as a Head of Customer Operation.
Create a Strong Experience Section for Your Head of Customer Operation Resume
Your experience section is the heart of your resume, pulsating with the rich experiences you have gathered over the years. It is a space where you narrate your career story, highlighting the milestones and the learning. Here are some examples to guide you:
- “Led a team of 50 customer service representatives, achieving a 20% increase in customer satisfaction ratings.”
- “Pioneered the implementation of a CRM system, streamlining processes and improving efficiency.”
- “Developed and led training programs, enhancing skills and knowledge in customer service.”
Each experience is a chapter in your career book, narrating tales of challenges met, solutions found, and successes achieved.
Sample Education Section for Your Head of Customer Operation Resume
Your educational journey is the foundation upon which your career stands. It is a testimony to your knowledge, your expertise, and your commitment to learning. Here’s how you can list your educational milestones:
- Master of Business Administration, XYZ University, a journey of deep learning and specialization, 2018.
- Bachelor of Business Administration, ABC University, the foundation stone of your career, 2012.
- Certified Customer Service Professional, a recognition of your skills by a reputed institute, 2019.
Each educational qualification is a stepping stone, leading you to the pinnacle of success in your career.
Head of Customer Operation Skills for Your Resume
Your skill set is your toolbox, equipped with a diverse range of tools that you have honed over the years. It is a showcase of your abilities, both innate and acquired. Let’s list down the essential skills that a Head of Customer Operation should possess:
- Leadership and team management, the ability to steer your team towards success.
- Communication and interpersonal
skills, the art of conveying your thoughts effectively and building strong relationships.
- Problem-solving abilities, the knack of finding solutions in challenging situations.
- Attention to detail, the meticulous approach to ensuring nothing slips through the cracks.
- Adaptability and resilience, the strength to bounce back and adapt to changing scenarios.
- Clinical expertise, a deep understanding of the nuances of patient care.
- Proficiency in customer relationship management (CRM) software, a tool that aids in managing customer interactions efficiently.
- Knowledge of healthcare regulations, an understanding that ensures compliance and safeguards patient interests.
- Budget and resource management, the acumen to manage resources efficiently.
- Project management, the ability to see a project through from inception to completion successfully.
Each skill is a tool, aiding you in providing exceptional care and leading your team effectively.
Most Common Mistakes to Avoid When Writing a Head of Customer Operation Resume
As you craft your resume, it is essential to steer clear of common pitfalls that can hinder your journey to landing your dream job. Here we list down the mistakes often seen in resumes and how to avoid them:
- Using a one-size-fits-all approach, a strategy that fails to showcase your unique fit for the role.
- Listing job duties without showcasing your achievements, a narrative that lacks depth.
- Ignoring the cover letter, a missed opportunity to narrate your story and connect with the potential employer.
- Overloading your resume with medical jargon, a strategy that can obscure your true value.
- Failing to proofread, a mistake that can leave a dent in your professional image.
Each mistake is a pitfall, avoid them to craft a resume that is both authentic and compelling.
Key Takeaways for Your Head of Customer Operation Resume
As we reach the end of this comprehensive guide, let’s recap the key points to keep in mind while crafting your Head of Customer Operation resume:
- Emphasize your leadership journey, showcasing the milestones achieved in fostering customer satisfaction.
- Detail the strategies implemented to enhance operational efficiency, painting a picture of your proactive approach.
- Highlight your analytical skills, showcasing your ability to derive actionable insights from data.
- Include a section on continuous learning, narrating your journey of skill enhancement through certifications and courses.
- Personalize your resume, weaving a narrative that resonates with the specific role you are applying for.
Remember, your resume is not just a document; it is a canvas where you paint your career story, a story of growth, learning, and leadership. Best of luck!
Please feel free to utilize resources like AI Resume Builder, Resume Design, Resume Samples, Resume Examples, Resume Skills, Resume Help, Resume Synonyms, and Head of Customer Operation Job Responsibilities to create a standout application and prepare for the Head of Customer Operation job interview questions.
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