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38+ BPO Resume Templates – PDF, DOC

The way you coin your BPO resume format can influence the perception of your potential recruiter so it is a break or makes the moment. Here are a few things that should not miss in such a sample BPO Resume Examples if you aspire to land a favorable rating. The structure is just as good as organizational skills without mentioning them. Whether you are applying as an executive team leader, technical support, non voice process, or an entry level telecaller, we’ve got various resume templates that can help you with showing that you are a certified candidate for the company. You can also easily add details of the experience you have whether you are a beginner or someone with 1 year or 6 months of experience .

BPO Manager Resume / Curriculum Vitae Template

Editable PDF

BPO Experience Resume

Free BPO Career Resume Template

BPO Curriculum Vitae / Resume Template

Apple Pages

Professional BPO Resume Template

Modern BPO Resume Template in Word

BPO Process Executive Resume Template

Editable BPO Analyst Resume Template

Minimal BPO CV / Resume in PSD Format

Corporate BPO CV Template in iPages

InDesign BPO Resume Template

Designer BPO Resume Template

Printable Timeline BPO Resume Template

Infographic BPO Resume Template

Free Download BPO Call Centre Resume Sample Word Doc

BPO Lead Manager Resume Word Free Download

Free CallCenter BPO Resume in Word Format

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Free Sample Student BPO Resume Template PDF Printable

Free BPO Customer Service Resume Example Template

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Free Download Professional Resume Template Sample

Free BPO Lead Manager Resume Template Sample

Free BPO Operations Head Resume Template

Free BPO Sales Manager Resume Template

Free BPO CV for Fresher Voice Process Associate Template

Free BPO Call Center Candidate Resume Sample

Free BPO Company Fresher’s Beginner CV Sample

Free BPO Solutions Company Architect Resume Template

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Free Telecoms Customer Relationship Manager Resume Template

Free Sample BPO CV with Career Objective Template

Free Subject Matter Experts Resume Template

Free BPO Resume Samples 6 Months Experience

Free Sample CV for Entry Level BPO Jobs Template

Free BPO 1 year Experienced Resume Template

Free Customer Service Manager Resume Templates

Free Call Center Manager Technical Support Resume Template

Free Customer Service Team Leader Resume Template

Free Customer Service Non-Voice Resume Example

Free Customer Service Telecaller Agent Resume Template

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Resume Examples for 2024 & Guides for Any Job [90+ Examples]

In today’s competitive job market, having an impactful resume is more essential than ever.

However, many job seekers struggle to craft a resume that effectively highlights their skills and experience and, in turn, misses out on potential job opportunities.

This is where our extensive library of resume examples comes in.

By looking at examples of resumes for different industries and professions, you can gain great insight into what works and what doesn’t, get inspired to present your own qualifications, and stand out from the competition.

Let’s dive in!

15+ Resume Examples

#1. architect resume example.

Here’s what this architect resume example does right:

Lists related experience. This resume highlights the relevant professional experience the candidate gained in the field during their internship.
Mentions achievements and responsibilities. The candidate backs up their claims by going into detail about their achievements and responsibilities.
Focus on personal projects. By dedicating a section to their personal projects, this candidate makes up for their lack of work experience and shows off their dedication to the industry.

#2. Business Resume Example

Here’s what this business-related resume example does right:

Prioritizes work experience. The work experience section is arguably the most important section in every resume, which is why this candidate has given it a priority by giving it enough resume space and going into detail about their previous positions.
Highlights accomplishments. To make their professional experience even more impactful, this candidate has supported all their claims with quantifiable achievements.
Lists the right optional sections . The candidate adds more value to their resume by including the organizations, honors, and conferences as optional sections.

#3. Computer Science Resume Example

Here’s what this computer science resume does right:

Prioritizes technical skills. Technical skills are essential when it comes to IT-related roles, which is why this candidate has prioritized them over soft skills.
Keeps the education section concise. With such extensive professional experience in the field, the candidate has opted to keep their education section short.
Lists relevant social media profiles. Listing websites like GitHub and LinkedIn is a great way to provide recruiters with additional information about your skills.

#4. Data Analyst Resume Example

Here’s what this data analyst resume does right:

Includes a strong resume summary . This candidate showcases their key skills and qualifications from the get-go, which is much more likely to get recruiters to read their resumes from start to finish.
Highlights technical skills. Data analysts work with “big data,” so this candidate prioritizes their quantitative and technical skills over other resume sections.
Lists relevant professional certifications . The resume lists the candidate’s most noteworthy professional certificates.

#5. College Resume Example

Here’s what this college resume example does right:

Lists relevant social media profiles. By including their Medium and LinkedIn accounts, this candidate gives the hiring manager a chance to know them more professionally.
Highlights achievements . Although they lack work experience, the candidate has listed everything they’ve achieved during their academic career, thus showing they’re a promising candidate.
Mentions the right optional sections. Adding hobbies and interests and foreign languages to a resume is a huge plus for a candidate with no work experience.

#6. Customer Service Resume Example

Here’s what this customer service resume does right:

Includes both soft and hard skills . Customer service roles require a mix of soft and hard skills, so this candidate has listed both.
Mentions quantifiable achievements. To make their achievements more impressive, the candidate has backed up their work achievements with data and numbers.
Lists foreign language skills. Foreign languages are a huge plus when you’re working in customer service and this resume does a good job highlighting the candidate’s foreign language skills.

#7. Digital Marketing Resume Example

Here’s what this digital marketing resume does right:

Follows the reverse chronological format . This format is the most popular one worldwide and is easily the safest choice.
Grabs attention with a resume summary. In a single glance, the recruiter can tell that the candidate is a digital marketing professional with the right amount of experience.
Lists relevant skills. The digital marketing specialist resume above lists in-demand marketing skills like Google Ads, SEO, and others.

#8. Graduate Resume Example

Here’s what this graduate resume example does right:

Starts off with a well-written resume objective . The resume objective does a great job of showing off the candidate’s promise and industry-related experience.
Includes work experience. The candidate has gained professional experience while they were a student and they’ve made sure to include that in their resume.
Takes advantage of optional sections. Sections like volunteer experience, and personal projects and achievements can help make up for the lack of extensive experience in the industry.

#9. HR Resume Example

Here’s what this human resources resume example does right:

Follows the right format. The reverse chronological format lists the candidate’s latest experience and achievements first, which is exactly what recruiters want to see.
Highlights professional experience. With so many years in the industry, this candidate has dedicated the biggest part of their resume to their work history.
Includes courses and certificates. To make their achievements even more impressive, the candidate has included all their courses and certifications.

#10. Medical Assistant Resume Example

Here’s what this medical assistant resume example does right:

Starts off with a memorable resume summary. The candidate lists their years of experience, skills, and passion for the industry, making it more likely for the hiring manager to read the rest of their resume.
Lists the candidate’s certificates. There are many certifications one can obtain in the medical field, and this candidate proves how professional they are by listing theirs.
Highlights the candidate’s extensive work experience. Experience speaks louder than a thousand words, which is why this resume example provides the work experience section its due space.

#11. Project Manager Resume Example

Here’s what this project manager resume example does right:

Uses bullet points. The candidate uses bullet points to organize and present the information which makes this project manager resume example look neat and structured.
Keeps their education section relevant. The candidate only includes their key education details, such as their Bachelor’s degree and a field-related minor.
Takes advantage of additional sections. The candidate takes advantage of the extra space on their project manager resume by including relevant additional sections, such as their industry-related certifications and academic achievements

#12. Bar Manager Resume Example

Here’s what this bar manager resume example does right:

Includes relevant social media profiles. Details such as your LinkedIn profile or Instagram handle make you look more professional (as long as they’re work-related).
Mentions industry-related skills. Instead of listing a bunch of unrelated skills, the bar manager resume example above only lists industry-relevant skills.
Quantifiable achievements. This applicant quantifies their achievements as much as possible, showing the bar owner how they stand out amongst other candidates.

#13. Supervisor Resume Example

Here’s what this supervisor resume example does right:

Lists relevant contact details . The supervisor resume example above leaves out redundancies like marital status or age and includes relevant information, like a LinkedIn URL.
Features as many accomplishments as possible. To really highlight their candidate’s professional experience, the supervisor example lists achievements over responsibilities.
Lists the right kind of skills. This supervisor's resume example doesn’t list every skill under the sun. Instead, they keep the section relevant by only listing skills required from a supervisor.

#14. Teacher Resume Example

Here’s what this teacher resume example does right:

Mentions industry-relevant skills. The candidate lists all the soft and hard skills a teacher should have.
Includes hobbies and interests . By including hobbies and interests, the hiring manager will see the candidate as more than just a resume.
Lists volunteer experience. The candidate reinforces their teaching experience by including their teaching volunteer gigs and experience.

#15. Writer Resume Example

Here’s just what this writer resume example does right:

Impressive resume summary. The resume includes a brief but effective resume summary that highlights the candidate’s skills and top achievements.
Relevant contact details. This writer resume example contains relevant contact information, including the candidate’s name and surname, email address, phone number, location, professional website URL, and LinkedIn URL.
Short education section. A writer’s skills and experience matter more than their education. For this reason, this candidate kept their writer resume’s education section short and sweet.

#16. Web Developer Resume Example

Here’s what this web developer resume example does right:

Focuses on technical skills. Technical skills are essential for web development, which is why this candidate has prioritized theirs.
Grabs attention with their work experience. Their rich work experience, listed in reverse chronological order, shows the candidate is a promising professional.
Keeps their education section minimal. With such extensive work experience and training, the candidate has kept their education section concise.

65+ More Resume Examples and Guides

Couldn’t find a resume example for your field? Worry not!

Below you can find a number of other resume examples for different fields and industries:

Accountant Resume
Administrative Assistant Resume
AI Engineer Resume
Animator Resume
Babysitter Resume
Banking Resume
Bank Teller Resume
Barbie's Resume
Barista Resume
Bartender Resume
Bookkeeper Resume
Business Analyst Resume
Career Change Resume
Caregiver Resume
Cashier Resume
College Application Resume
College Freshman Resume
Consultant Resume
Construction Project Manager
Creative Resume Examples
Data Entry Specialist Resume
Data Scientist Resume
Dentist Resume
DevOps Engineer Resume
Digital Marketing Manager Resume
Editor Resume
Electrical Engineer Resume
Elon Musk's One-Page Resume
Engineering Resume
Esthetician Resume
Europass CV
Event Planner Resume
Executive Assistant Resume
Federal Resume
Financial Analyst Resume
Flight Attendant Resume
Game Designer Resume
Graphic Designer Resume
High School Resume
Illustrator Resume
Interior Designer Resume
Internship Resume
Java Developer Resume
Military to Civilian Resume
Marketing Executive Resume
Minimalistic Resume Examples
Nanny Resume Example
Nurse Resume
Office Assistant Resume
Office Manager Resume
Operations Manager Resume
Paralegal Resume
Pharmacist Resume
Photographer Resume
Program Manager Resume
Real Estate Agent Resume
Receptionist Resume
Recruiter Resume
Research Assistant Resume
Restaurant Manager Resume
Retail Manager Resume
Richard Branson's One-Page Resume
Sales Resume
Sales Associate Resume
Satya Nadella's One-Page Resume
Server Resume
Social Worker Resume
Software Engineer Resume
Stay-at-home Mom Resume
Student Resume
Student Resume Templates
Taylor Swift Resume
Video Editor Resume
Volunteer Resume
Waiter/Waitress Resume
Warehouse Worker Resume
Web Developer Resume
Welder Resume

5+ Examples of Resume Templates

Your resume template can play an important role in helping you make a great first impression on the hiring manager.

Specifically, your industry, work experience, or skills all impact how your resume should look, so make sure to choose the right template when making your resume:

#1. Traditional Resume

A straightforward format that gives equal importance to all resume sections , emphasizing skills and work experience.

#2. Creative Resume

Land your dream job in the creative industry by using this creative resume template.

#3. Minimalist Resume

A simple and easy-to-follow resume template. Perfect for more conservative industries which prefer less flashy templates.

#4. Basic Resume

This easy-to-personalize basic resume layout can be ready in under ten minutes through our resume builder .

#5. IT Resume

One of the best resume layouts to choose when you wish to showcase your IT expertise.

#6. Modern Resume

It can be hard to stand out from the crowd, but this modern resume sample will take care of this.

#7. General Resume

5+ Resume Examples by Career Level

#1. no experience resume .

Are you a student with no experience ? Learn how to write a compelling resume with our guide!

#2. College Freshman Resume

Learn how to ace your college freshman resume with our comprehensive guide!

#3. Graduate Resume

Fresh out of college? Write an impactful graduate resume to land your first gig after college.

#4. Career Change Resume

Going through a career change? Perfect your career change resume to make the transition as smooth as possible.

#5. Manager Resume

#6. Executive Resume

The Perfect Resume Structure

Not sure how to structure your resume?

Here’s our tried-and-tested resume layout :

Choose the right resume format or pick a template. If you’re formatting your resume yourself, follow the reverse-chronological format and make sure to follow the right layout rules. Alternatively, you can use one of our premade resume templates and not have to worry about formatting your resume one bit.
Add relevant contact details and make sure they’re mistake-free. You shouldn’t be missing information such as your full name and job title, e-mail address, and where you’re based. Optionally, you can also include some relevant social media profiles, such as your LinkedIn.
Include a resume summary or a resume objective. Done right, a resume summary will show the hiring manager you’re a relevant candidate from the get-go and have them read the rest of your resume.
List your work experience, placing special focus on your achievements. Your work experience becomes more meaningful if you include your achievements in your past roles and manage to make them quantifiable.
Mention your top soft and hard skills. List any skills you have that are relevant to the job you’re applying for in a seperate section.
Keep your education section short and concise. Unless you’re an entry-level candidate with little-to-no work experience, keep your education section short and to the point.
Leverage optional sections like “Languages,” “Certifications,” or “Hobbies and Interests.” Fill up the rest of your resume space with optional sections that can highlight your strengths and qualifications as a candidate (e.g. foreign languages you speak, certifications you’ve obtained over the years, or your hobbies and interests).

3 Examples of Resume Formats

#1. reverse chronological resume format.

Reverse Chronological Resume Format example

This resume format highlights your experience and key professional achievements by listing your latest position and acquired skills first. It’s the most popular resume format among recruiters and the one we advise job seekers to use in 99% of cases.

#2. Functional Resume Format

A functional resume , also known as the skill-based resume, is a resume format that focuses on your professional skill test as opposed to work experience. You’re better off using a functional resume if you’re a recent graduate with no work experience, if you’re switching careers, or if you have a long employment gap .

#3. Hybrid Resume Format

A combination resume combines the two traditional resume formats: the reverse-chronological resume and the functional resume.

As such, this format places emphasis on a candidate’s skills and work experience.

Frequently Asked Questions About Resume Examples

1. Are resume examples helpful?

Resume examples are helpful for several reasons. For starters, they can inspire you to write an A+ resume that meets the industry’s requirements.

Also, resume examples can show you the best practices for listing your work experience and achievements, can guide you through your resume formatting and can help you understand exactly what the end result should look like.

2. How were these resume examples created?

All our resume examples and resume templates were created in full collaboration with industry-leading HR professionals.

This means that they meet all job market requirements, are modern and impactful, and meet recruiters’ standards worldwide.

3. What if I can’t find a resume example for my job?

While we’ve tried to list as many resume examples as possible for different jobs across several industries, it might happen that you can’t find the resume example that perfectly matches your needs.

If that’s the case, you can check out our guide on how to write a resume , and learn to create an effective resume regardless of industry.

4. What is the best resume format in 2024?

The reverse-chronological format is still the best resume format in 2024. It remains the most widely used and preferred format by employers and recruiters alike. In this format, you list your work experience in reverse chronological format, starting with your most recent position and working backward.

This format showcases our most recent and relevant experience, making it easier for employers to see our career progression and accomplishments.

5. Are these resume examples free?

Yes, most of these resume examples can be used for free in the Basic account, while there is also a selection of templates included in the Premium account. All of them though can be tested for free in our editor.

6. Do you also have cover letter examples?

Yes, we have an entire article dedicated to cover letter examples for different fields and jobs. Not just that, but you can also find tips on how to write a great cover letter and an FAQ section to answer any question you may have.

7. Should my resume and cover letter match?

Yes, having a cover letter that’s consistent with your resume in terms of style, tone, and content can be a plus for your overall job application. In a nutshell, a matching resume and cover letter can increase your chances of getting an interview by demonstrating your professionalism, attention to detail, and suitability for the role.

Conclusion

And that’s a wrap!

We hope the examples and guides provided in this article can help you create a powerful and effective resume that highlights your unique qualifications and experiences.

Whether you're a recent graduate, a mid-career employee, or a seasoned professional, there are tips and templates here to help you create a compelling resume for any job.

For more career advice, make sure to check out our career blog .

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Business Essentials

What Is Knowledge Process Outsourcing (KPO) and How Does It Work?

What Is Knowledge Process Outsourcing (KPO)?

Knowledge process outsourcing (KPO) is the outsourcing of core, information-related business activities. KPO involves contracting out work to individuals that typically have advanced degrees and expertise in a specialized area.

The information-related work can be carried out by workers in a different company or by a subsidiary of the same organization. The subsidiary may be in the same country or in an offshore location to save costs or other resources.

Key Takeaways

Knowledge process outsourcing (KPO) contracts out knowledge-based work to qualified subject matter experts.
Companies utilize KPO when they are looking for specialized knowledge and expertise and when they have a shortage of skilled professionals on staff.
Ideally, companies look to KPO to simultaneously obtain a highly skilled workforce at a lower cost.

Understanding Knowledge Process Outsourcing

Knowledge process outsourcing is the purposeful allocation of relatively high-level tasks involving specialized knowledge or problem-solving to an outside organization or third party that has a high level of subject matter expertise, often located in a different geographic region than the company itself.

KPO is different from business process outsourcing (BPO), which involves the outsourcing of labor and other operational work to a third party to save money. Although KPO is a subset of BPO, KPO involves far more specialized, analytical, and knowledge-based work.

Companies that engage in KPO look to obtain highly educated and skilled individuals without having the cost of training and developing those workers to execute one-off or special projects that are not part of recurring activities. Through KPO, a company can quickly add experts in specific fields to boost competitiveness and increase earnings or to accomplish special tasks for which there is no need to internally hire subject matter experts for permanent roles on a full-time basis.

Types of KPO Services

Some common example of KPO outsourcing domains include:

Financial consultants
Research and development ( R&D )
Business operations (management consulting)
Technical analysis
Investments
Medical & healthcare
Data analysis and interpretation

Reasons for Knowledge Process Outsourcing

Companies utilize KPO when they are looking for specialized knowledge and expertise where that knowledge base or skills cannot be found in-house. However, companies that engage in KPO offshore also typically do so in order to reduce costs by hiring skilled workers earning lower wages in another location instead of hiring one directly as an employee. Ideally, companies look to KPO to simultaneously obtain a highly skilled workforce at a lower cost.

For example, a manufacturer might use raw materials, add value to those materials through various processes, and then sell the result as a final product. The company might look to KPO to determine how to improve efficiency in its production process so that it can deliver maximum value for the lowest possible total cost. The result of KPO might also help the company create a competitive advantage.

Advantages and Disadvantages of KPO

KPO can help companies reduce operational or production costs by creating new processes or streamlining efficiency. KPO also fills the gap or need for skilled employees in a particular field. KPO also frees up existing staff, including management, to do other work, boosting efficiency and productivity.

The flexibility that comes with KPO allows a company to increase or reduce staff easily. For example, if economic conditions worsen, a company can easily reduce its KPO staff to cut costs. Conversely, a company can quickly hire specialized staff to boost profits or revenue. KPO helps a company to be more nimble and adapt to the changes in its industry and competitive landscape.

However, disadvantages do exist with KPO. Privacy of intellectual property and business security can be compromised if classified or proprietary information is lost, copied, or brought to a competitor. Companies have less control over the hiring process of outsourced workers. As a result, a company might not be able to ensure the character of its outsourced employees or the quality of their work.

Implementing KPO can be time- and resource-intensive to establish a successful operation. Moreover, communication can be a concern and a challenge, due to legal, language, and cultural barriers. Another disadvantage might be that existing employees might feel threatened by the hiring of outsourced workers and feel their jobs are at risk.

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Resume Samples

Operations Senior Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the operations senior manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

Conducting line management for operations managers, including performance management and coaching (around 150 FTE)
Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals
This role manages the performance, functions and activities of the Manager(s) and department
Develop and provide recommendations to senior management to ensure a competitive market position that supports continued growth and our strategic objectives
Develop and manage all support staff working with Operations
Establish employee goals and conduct employee performance reviews. Oversee training and development of direct reports
Developing operational initiatives, benchmarks and metrics for standards of performance
Evaluate current market conditions and provide insight on trends/issues
Maintain summary dashboard of third party performance and understand performance, including SLA breaches
Monitor third party performance and SLA’s; either directly or through coordination with other Citi stakeholders
Review, assess and act on results of Risk Management Assessments/Analysis (including but not limited to: IS, COB, DPO, Export, Credit Risk, Country Risk, Financial Evaluations, etc.)
Own and lead remediation of any issues or gaps identified from ongoing monitoring
Define risk mitigation strategies and risk exceptions based on the business’ risk appetite
Provide Thought Leadership to drive supplier optimization and efficiencies
Manage day-to-day operations and staff for workflow pipeline, including, but not limited to scanning/OCRing, coding, blowback, ESI Processing, and building/populating databases
Determine best practices and re-engineer scanning, indexing, eDiscovery, and database construction and population workflows for efficiency and accuracy
Develop and enforce policies and procedures for processing workflows
Recommend and institute changes to documentation and SOPs
Answer technical questions from customers and staff on software and workflows
Assist with development of technical approaches for responses to RFPs
Provide level of effort for bids and new projects, including time and cost estimates
Ability to work proficiently with Microsoft Word, Excel, Power Point & Access
Ability to manage numerous programs requiring attention to detail
Ability to be careful and thorough about detail
Excellent written and verbal communication skills
Working knowledge of HIPPA privacy and security rules
Ability to troubleshoot existing applications
Knowledge of production operations, change management and process organization
Excellent interpersonal and relationship building skills
Client advocates with strong customer service skills
Ability to function under pressure and meet deadline-oriented project demands as well as manage multiple initiatives

15 Operations Senior Manager resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, credit operations senior manager resume examples & samples.

6-10 years supervisory experience in operations environment
1 plus years of credit/lending experience
1 plus years Fraud Operations experience
Ability to accomplish work through influence / relationships
Ability to work in ambiguous situations to deliver results
High degree of individual initiative/self-motivation
Sound business judgment

O&t-credit Operations Senior Manager Resume Examples & Samples

Supervisory experience, strong managerial skills
Numerical analysisLeadership, ability to drive, motivate & organize teams
Control & risk assessment
Experience in Loan Underwriting and/or Risk Management

Omnichannel Operations Senior Manager Resume Examples & Samples

Partner in a cross-functional leadership team
Lead the planning and development of information application strategies for a functional business area
Oversee the planning, development, implementation and support of the functional area's tactical initiatives
Develop and maintain an integrated application portfolio that is reliable, scalable, responsive to business conditions, and supportive of the functional area's tactical initiatives
Minimum 7 years experience in a cross-functional eCommerce role
Extensive experience with global teams
Proven ability to partner across functions to develop and execute strategies; ability to collaborate very effectively with both business and technical teams
Ability to build and manage a global rollout team locally and remotely
Strong business acumen and quantitative and analytical problem solving skills
Understanding of all aspects of ecommerce business management
Leader and problem-solver; ability to create structure and provide direction in ambiguous environments; ability to perform in fast-paced, high-pressure settings
Excellent written and verbal communications; highly effective, globally adaptable interpersonal skills; strong formal presentation abilities
Passionate about international business and ecommerce
Ability to rapidly take on expanded responsibilities and broader role as project lifecycle evolves

Operations Senior Manager Resume Examples & Samples

Supporting hiring and training
Ensuring that the teams are using global standard policies, procedures and tools
Ensuring that the team operates within agreed business SLAs and confidentiality standards
Building and applying knowledge of money laundering processes across the team
Building relationships with key stakeholders on regional and global level
Ability to partner with products, technology and other operations functions in setting strategy and managing priorities
Provide oversight and guidance for specific regulatory change activities that impact the first line of defense
Partner with Operations department heads and/or other Banamex USA Senior/Middle Managers to develop projects/initiatives that enhance controls, change processes, improve the customer experience and/or reduce expenses
Proactively identify areas for improvement and implement enhancements to existing new account and account maintenance/processing processes
Lead and motivate a team to a set of common goals and objectives
Manage business readiness for adjusted and new operational processes (including reconciliation, testing strategy, data integrity, training plans, etc.)
Ability to analyze data in an efficient and effective manner and summarize concepts to senior management
Ensure appropriate discipline and rigor are applied to the management of operational controls and any required remediation is carried out in a comprehensive and timely manner
Plan, direct and coordinate the activities of the department. Plan and develop systems and procedures to improve the operating quality and efficiency of the department
Resolve escalated issues that cannot be handled by subordinates
Responsible for the consistent interpretation and execution of all policies and procedures within area managed. Handle day-to-day quality control for assigned area. Review the work of staff for adherence to applicable policies and procedures
Analyze and document business processes and problems. Develop solutions to enhance efficiencies. Drives business policy and procedure change management decisions through group to implementation
Accountability for group communication and various management reporting
Responsible for overseeing budget, succession planning, quality control, performance, and reporting for the assigned area
You will be a change agent and will utilize your strong communication skills to build collaborative relationships and positively influence change with all levels of management. You will interact extensively with senior leadership, department heads, supervisors, subject matter experts and production staff
Bachelor’s degree in business or related field preferred but not required
This position may include EE's who have completed the "mgmt trainee program" and do not have the previous years of experience. Additional experience would be accepted in lieu of education
Typically 7-10 years of previous management experience required
7+ years financial services experience
Demonstrable knowledge of best-in-class approaches to workforce analytics
Leadership experience in building a team of workforce analysts
Ability to partner with internal and external stakeholders to drive results
Self-directed, motivated and eager to learn
Optimizing service levels for all customers in all channels
Driving process improvements utilizing robust analytics
Creating capacity optimization plans based on understanding of Retail and Commercial business strategy
Supporting the development of financial planning including driver analysis
Lead process improvement and optimization projects
Develop capacity models for each operating group and identify avenues to optimize capacity management
Drive Lending Services financial planning and strategy efforts with Shared Services Finance, Retail, C&IB and other LOB partners
Lead 3 rd party relationship development to drive down cost of operations via KPO
Identify key consumer behavior trends and preferences across channels and products to guide development of differentiated service, product offerings and customer experiences
Develop demand management of Lending Services Performance Management resources and ensure that resources are aligned to highest priority requirements
Execute complex, in-depth analyses of structured and unstructured data (internal and external) to derive process and customer insights
Partner with Marketing and Retail Assets in CLTV analytics to optimize originations efficiency, service levels and default planning
Translate analytical findings into persuasive business cases and gain organizational consensus on ROI of proposed projects
Bachelors degree in business or related field preferred but not required
MBA or Master’s Degree in Statistics, Economics, Mathematics, Industrial Engineering, Operations Research, or another related field of study
Minimum 5 years of banking experience, total 7-10 years of industry experience of which at least 3 years’ experience of leading a team of data scientists / consultants / analysts
Strong track record of analytically driven process improvement and an aptitude for rigorous, quantitative approach to problem solving
Exceptional ability to drive results through strong collaborating and influencing skills across all departments in a highly-matrixed environment
Solid knowledge of statistical modeling techniques such as linear regression, logistic regression, time series statistics, tree models, cluster analysis, non-linear programming
Extensive experience with SAS, R, SPSS; languages (SQL, Python, Sybase) and NoSQL technology (MongoDB)
Big data analytics (internal / external, structured / unstructured) experience a strong plus
Excellent communication skills – both oral and written as well as presentation skills a must
Strong business judgment, leadership and integrity
Solid people leadership experience: ability to build and leverage the capabilities of a high-performing team, as well as business partners across the bank
7-10 years of previous management experience required
Prior operational management experience
Excel (Microsoft Office Suite) experience

Resourcing & Operations Senior Manager Resume Examples & Samples

Proven Talent Management / Resourcing experience essential
Change management experience desirable
Business Management or Finance/Accounting desirable
Experience of analysing and presenting MI
Management of the operational units directly providing Receivables Management Operations products of PNC Bank at the Itasca (Chicago) site, and other sites across the footprint as assigned. In aggregate this position will have responsibility for more than 2,000,000 items processed per month with more than 200 employees
Direct all activities to ensure cost effective service deliverables, and client/service partner expectations are met
Maintain and promote an environment that encourages a continuous improvement culture fostering active employee engagement and development
Ensure personnel training and compliance with Bank policies, banking regulations and the Code of Ethics
May be assigned complex projects with potential for major impact/significance to the product, network, or multiple site locations
Bachelor's degree in Business or related field preferred
Would consider level of experience in lieu of education
Prior Treasury Management/Lockbox experience preferred
Experience successfully leading large teams across multiple sites with remote management preferred
Customer service / problem resolution experience, and the ability to empower employees at all levels of the organization to drive excellent performance

Salesforce Operations Senior Manager Resume Examples & Samples

Works closely with all business unit leadership and executives to conduct needs analysis, requirements gathering and act in an advisory capacity around business process in support of Salesforce ERP
Architects and alternately codes or oversees coding for implementation of custom solutions to support individual teams’ activities in relation to the wider company mission and business requirements
Engages in long term planning of Salesforce.com expansion and budget to ensure company needs are met in service of business plan and a diverse user community
Oversees Salesforce.com development and maintenance, as well as integrations of additional tools and systems to Salesforce.com
Motivates users and drives strong adoption of Salesforce platform tool to support organizational transactions resulting in better understanding of client base, revenue generation, new business leads and renewals
Implements plans for change management to support business expansion and growth
Sets standards for Salesforce and integrated systems data quality and integrity and enforces same
Oversees training of end-users to ensure consistent use of Salesforce.com and data
Evaluate and prioritize Salesforce.com initiatives; and plan release scheduling based on divisional and departmental needs
Supports partner model integrations with Salesforce.com and vendors to facilitate automation for product rollouts and processing of kit assets
Works closely with Salesforce.com account and customer success managers, to ensure maximum use of CRM
5+ years of experience with Salesforce.com architecture, data management and ERP
5+ years’ relevant technical and functional experience in business operations and analytics
Demonstrated advanced proficiency in reporting and analytics
Demonstrated knowledge of the software development process and of software design methodologies
Development experience of Salesforce platform: Visualforce, Apex, Force.com etc
Experience with Integration - Salesforce API, SOAP/REST
Applications administration and performance measurement
MS degree in Information Systems, Business Technology or related field
Excellent communication and written skills
Strong technical background and expertise in Salesforce coding
Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
Strong leadership capabilities and a proven track record of working with all levels of end user stakeholders and executives
Experience with budgeting and resource allocation
Experience working within an education, high tech and/or software business field
Knowledge, interest and understanding of the K-12 education space
Experience in management of Salesforce operations support team and Salesforce ERP planning
Must be detail-oriented, with strong abilities to prioritize, multi-task, and perform effectively under pressure
Certifications: Salesforce.com Developer, Force.com Advanced Developer, Salesforce.com Administrator. Java, HTML experience preferred

Risk Operations Senior Manager Resume Examples & Samples

Gain thorough knowledge and understanding of Citi Third Party Risk Management requirements
Represent business leadership in coordinating third party risk requirements
Complete initial Risk Assessment for third party and reevaluate as required; identify any significant changes in relationship to trigger update of Risk Assessment
Create, carry out and maintain a Management Plan, as required
Verify third party’s compliance to required policies and controls
Develop, document and update Citi’s Exit Strategy Plans as required; when the exit strategy poses significant risk to Citi, work with business contacts to establish appropriate risk mitigation activities to minimize risk to Citi
Interact with third parties on escalations of non-performance and contractual issues to drive resolution when appropriate
Monitor third party performance and SLA’s; either directly or through coordination with other Citi stakeholders
Maintain the list of SLAs/SOWs in Citi’s Contract Management System (eSourcing); working with Enterprise Supply Chain (ESC) organization if re-negotiations are required
Define risk mitigation strategies and risk exceptions based on the business’ risk appetite
Enhance productivity of third party service delivery and identify cost reduction opportunities from efficiency/alternative demand scenarios
As appropriate, interact with larger TPO community and/or ESC category leads for best practices sharing and coordination of services
Liaise with the ESC Third Party Utility, as necessary, to review and respond to the results of third party risk management activities conducted centrally by the Utility
Draft and present succinct executive briefs; prepare and present high-level metrics to applicable Citi senior management and stakeholders
Serve as point of contact to ensure Third Party’s remediation of audit or exam issues is sufficient and escalate as necessary
Preferred Candidate with 10+ years of relevant experience in Supply Chain Management, risk management and/or regulatory compliance in one or more of the following risk disciplines: technology risk, business continuity, operational risk, supplier risk, or audit and controls. Broad knowledge of other risk areas, with strong understanding of supplier or third-party risk impact in a financial services company preferred
Demonstrates in depth business/product knowledge and services outsourcing
Experience in Supplier Chain Management and interacting with Suppliers’ management teams with the ability to exercise sound, timely and independent judgment
Exposure to regional / sector risk management teams and an understanding of the sensitivity of the dynamic relationships cross-sectors and regions
Excellent communication skills in English, both oral and written, with the ability to articulate complex and sensitive issues to senior management. Local language requirements as applicable
Program Coordinator for three ICG Risk development initiatives
Coordinate training related aspects of ICG Risk VOE initiatives
Various ad hoc leadership and talent projects in the Risk organization
Work closely with ICG CRO and ICG Risk Governance Head and the Global Development Program team lead for Talent and Leadership Initiatives
Regular interactions with senior management, including CRO Leadership Team, ICG Business Leaders and senior MDs
Identify training and talent needs, create and develop initiatives and manage programs and projects
Conduct needs assessments to identify gaps and align needs across ICG Risk and potentially connect to greater Risk organization
Develop thorough understanding of ICG businesses, risk drivers and changes to the market environment
Select and schedule internal guests to speak at various training forums
Identify, create and categorize Risk training in support of Business as First Line of Defense
Coordinate all aspects of ICG Risk Mentoring Program: a global mentoring program with over 80 mentees/mentors
Coordinate ICG Risk Job Swap Initiative
Coordinate ICG Risk Cross Training Initiative
Coordinate ICG Risk Manager Training
Extensive understanding of entire Risk organization, including particular emphasis on ICG Risk
Gain broad strategic perspective and develop a thorough understanding of ICG businesses and top-level risk management of firm
Enhance market and product knowledge
Build on decision-making experience by listening and interacting with Heads of Business and Risk during weekly reviews of firm’s risk profile and business deep dives
Gain experience and expand organizational network by working with senior managers and leading workstreams with no formal reporting lines
Improve time-management and project planning skills through demanding requirements of accuracy and level of detail under time constraints
Working knowledge of Credit Risk, Market Risk, and Operational Risk. Knowledge of other Risk areas and limit structures a plus
Broad understanding of capital markets products
Strong analytical skills; ability to facilitate conclusions and determine the most effective way to capture issues from a senior manager’s perspective
Verbal & written. Active listening skills. Adapts style to varying audiences; communicates effectively with senior managers
Effective influencing and negotiating ability
Presentation skills – presents data and concepts clearly and concisely, within time limits

AML Operations Senior Manager Resume Examples & Samples

Demands the ability to work with resources at various levels of the organization ; program management experience and being able to understand business concepts
Ability to interact with Legal Councel, Global Investigation Unit, Finance, Audit groups
Resource capacity planning in conjunction with Cross Sector Operations across the regions (APAC, EMEA, NAM, Mexico) as well as Headcount Management (track and report headcount changes in various systems, monthly headcount reconciliation, maintain organizational charts). Coordinate approval process, recruiting and onboarding process of new hires
Preparation of business & internal client presentations. Internal coordination for senior management presentation and reporting ? data consolidation from various sources to arrive at the desired result
Preparation of Financial analytics for Area, Initiatives and Programs for periodic Management reviews
Monitor, track and improve various operational processes for the organization (e.g. BOW analysis, Budgeting, Metrics for the area, etc.)
In-depth understanding of 314a process
Must have strong problem solving skills, ability to operate independently, ability to communicate effectively to all levels of the organization
BA/BS or equivalent experience required
7 + years of relevant experience
Proficiency with MS Word, Project, PowerPoint, and Excel is necessary, together with good basic business financials and technology operations
Familiarity with financial reporting tools would be particularly beneficial
Excellent written, communication, presentation and interpersonal skills, as well as project-oriented with the ability to multi-task
Ability to work with all levels of management and workforce
Exceptional general management and leadership skills, within a fast paced, business to business environment supplying operational support to our compliance managers
Outstanding relationship building and networking skills; comfortable managing expectations
Must be able to relate policies to BSA (Banks Secrecy Act), Patriot Act and other AML regulatory guidelines and standards

Division Operations Senior Manager Resume Examples & Samples

7+ years related work experience required
Originations Management experience a must
Must have excellent planning / organizational, problem-solving, analytical, presentation, listening and oral/written communication skills, as well as general math skills, preferably with basic skills related to graphs, symbols, equations, etc
Advances computer skills and knowledge of business unit applications required
Must be able to maintain a high degree o f accuracy while being detailed oriented

IS Operations Senior Manager Resume Examples & Samples

Service delivery management for L1 Log Review & Change Reconciliation service catalog
Full management responsibility of L1 managed service team and assist with vendor relationship
Provide management of resource, budget and planning
Identify and present innovative and creative product solutions
Maintain service portfolio and service life cycle of all log review services
Act as BRM to identify the business & operational requirements based upon the business requirements & objectives
Display a high level of critical thinking in cross-functional process analysis and problem resolution for new and existing products
Coordinate and build strong working relations with stakeholders including; client/business, compliance, information security & engineering
Work with product managers to develop & conduct specialized training on new products launched and raise awareness & application of relevant subject matter
Monitor internal processes for efficiency and validity pre & post product launch/changes
Meet and maintain service levels as assigned by for various services, providing on going metrics and trending analysis
To meet expected reliability standards
Adhere to Corporate Compliance Policy across regions
Bachelors degree in business, marketing, engineering, science
Minimum eight years log review and compliance experience
Experience in product development, strategic planning, and implementation preferred
Advanced spreadsheet and numerical analysis skills: business cases, margin and cash flow analysis
Ability to write and deliver training courses and materials
Ability to exercise tact and good interpersonal skills
Group facilitation skills
Ability to be pro-active with a sense of urgency
Ability to read, understand and communicate technical documentation; and
Be a self-starter, a highly motivated person able to work in a fast paced environment that is continually changing
Certifications (CISSP, ITIL)
Knowledge of Security tools and hands-on experience with some of the following technologies is an added advantage
Provide Application Support Leadership for the Security Infrastructure and Applications
Capacity, performance and Stability reporting and Management
Provide Technical Mentoring
Lead Security assessment for the infrastructure associated the applications in scope
Leadership Skills to Document and do knowledge transfer to other team members
Be responsible to assess the risk and associated impact of all operational issues and change events and react quickly to escalate to technology management in a timely manner when required
Continuously keep the Knowledge Share repository up to date
Ability to work across all levels of the organization
Proven ability to work with demanding global partners within aggressive timelines; solid problem solving, analytical and technical abilities
Ability to work well with clients, both external and internal to HASI

Deposit / Treasury Operations Senior Manager Resume Examples & Samples

Manages the development and successful implementation of systems, processes and projects changes for the Banking Ops group
Should be adaptable and maintain flexibility in completing tasks in an ever changing workplace
Carries out complex initiatives involving multiple disciplines and/or ambiguous issues

Cbna-o&t-credit Operations Senior Manager Resume Examples & Samples

Oversees the detections, authorizations, merchant monitoring and other fraud operational functions outsourced to KL Center of Excellence (COE)
Also assists the Consumer Fraud Management Officer (CFMO) in managing various aspects of fraud including strategy, fraud risk assessments, ad hocs, projects and initiatives with the main drive to reduce fraud losses
Must be a college graduate with at least 5 years work experience in the fraud/risk industry or credit card/retail bank industry
With excellent oral and written communication skills (English and Filipino) and can interact with various stakeholders with ease and confidence
MS Office competency is essential
People manager and can work under minimal supervision

Business Operations Senior Manager Resume Examples & Samples

Collaborate closely with the sales teams, finance, legal, and internal IT development teams to define functional and timeline requirements of software tools and coordinate the individual projects to launch and post-launch support
Process and generate invoices and other required documentation for all Tesla energy customers, collaborate and support relevant departments to this end
Assist in design, implementation, and execution of key business processes and tools
Work with the Sales teams to continue to develop and streamline the sales pipeline management

SVP Operations Senior Manager Resume Examples & Samples

Deliver a current state assessment of fraud management controls, operating model and gaps at the country, region, and global level
Develop and drive a consistent go forward strategy for end to end fraud execution management
Consistently achieve aggressive business-defined performance indicators with urgency and commitment
Focus on service quality and client satisfaction
Identify new industry and vendor tools and is accountable for test/control and investment in new technology
Approve deployment and/or modification of risk mitigation policies
Partner with senior leaders in CCB Risk, Marketing and Business to drive solution that improve EBIT position for the business
Provide Fraud Risk Assessment for new Products, modifications to existing product or product program changes for the CCB
Ability to articulate Fraud trends, analysis, actions, and initiatives to Business Heads, regulators and Global Risk Managers
Serve as a role model in a culture of accountability, integrity and respect
Promote an environment of open communication
Represent CCB on Regional and Global project teams and critically evaluate current processes for improvement
3 to 5 years of experience managing Product Policy, Risk Management, or Fraud Policy
Demonstrated Leadership skills
Outstanding interpersonal/relationship, multi-tasking and follow through skills
Proven relationship management skills with ability to influence others and foster sense of collaboration and urgency
Proven ability to transfer skill sets to others, meeting and defining business goals and objectives, directing strategy and achieving results
Must be strategically focused with ability to formulate tactical actions to achieve strategic goals
Thrives in fast-paced rapidly changing environment
5+ Years Commercial bank experience preferred

Wholesale Risk Cross Operations Senior Manager Resume Examples & Samples

Bachelor’s degree or Equivalent work related experience
7 or more years of experience in Financial Services Operations
3 years of management and leadership experience
Ability to handle complex business situations, analyze issues, research problems and deliver action plans
Requires problem solving abilities and Strong financial analysis skills
Strong collaboration, persuasion, negotiating and relationship building skills
Proven ability to motivate and coach employees to take desired action
Proven ability to use data analytics, research, and testing methodologies to drive business
Demonstrated ability to lead and coach others to achieve desired results
Extensive knowledge of the business unit and related industry
Experience managing multiple tracks of work and provide subject matter expertise
Bachelor’s degree with 5-7 years of relevant experience and a proven track record with demonstrated advancement in leadership roles. Experience should cover multiple functions, preferably within a diversified financial services firm or financial services regulatory body and include extensive knowledge of policies and procedures in the client services business model
Series 7 license required or willing to obtain within 6 months of hire
The candidate will be driven to achieve results, thrive in a fast paced environment and be required to make decisions based on sound judgment with information at hand
The ability to convey issues credibly to internal and external stakeholders is a must
Ability to work with a team and to motivate others
Client-Focused: Consistently delivering high quality service with resilience and resourcefulness
Change agent who is able to work effectively and collaboratively in a team environment and with associates at all levels and in all areas of the firm

Grpc Operations Senior Manager Resume Examples & Samples

Align expectations among stakeholders inside and outside of GRPC
Maintain calendar of briefings, meeting agendas and action logs for each to keep critical stakeholders informed and continue the process of change management and alignment within and between organizations
Ensure projects support GRPC goals and have objectives and measures upon which the project will be evaluated at its completion
Control programs
Maintain the templates and manage process to provide regular status reporting from Risk Management, and to identify/flag execution risks quickly enough for leadership to take corrective action
Work with investment management to ensure project spend is in-line with budget forecasting
Evaluate programs
Ensure that the program deliverables are on time, within budget and at the required level of quality
Evaluate program outcomes as established during the planning phase
8+ years experience in risk management, product management, online retail, online payments, or marketplace management
Proven ability to work in a highly-matrixed environment, where constant change is the norm
Exceptional ability to self-manage, self-motivate and prioritize to be effective even in times of great ambiguity
Very results-driven / has a strong bias for action
Has the unique ability to build trusted relationships while still pushing for results
Active eBay user who is familiar with the eBay user experience
Ability to influence peers/managers and build consensus
Proven ability to identify and resolve systematic issues
Impeccable problem-solving skills and an appreciation for simple solutions
Laser-like attention to detail and ability to deliver results in fast-paced and dynamic environment
Excellent written and verbal communication skills, including the ability to present to all levels of internal audiences
Ability to effectively influence others, particularly in other organizations
Ability to travel as needed (no more than 25% of the time)
Control of all CBSU end-to-end processes, this includes, robustness of implementation of processes and initiatives including regulatory changes; working closely with the CBSU and the business in identifying, tracking and managing detailed corrective action plans; deep dive investigations and reviews; timely and effective escalation and communication of issues, and working closely with the Level 2 AML Compliance, Legal and Operational Risk Management functions
Manage Quality Assurance on all CBSU processes, and on selected branch AML related processes
Co-ordination and delivery of CBSU MIS
Work with Executive to drive a culture of “no surprises” and controls
Engage in process, system, regulatory projects and product initiatives to ensure that changes are robustly implemented and are compliant with Citigroup and regulatory standards
Co-ordinate all audits for CBSU: Regulators, internal audit, external audit, regional reviews
Drive strong audit outcomes including management awareness ratings (“IBAM”)
Manage detailed corrective actions, tackling issues at a root cause level, and working with business stakeholders and advisers to ensure actions are sufficient, timely and effective
Ensure departmental procedures are in line with corporate policy and legislative requirements
Manage departmental operational risk self-assessment and risk indicator reporting, including related governance (Controls Management Committee)
Perform targeted deep dive reviews to identify weaknesses and process improvement opportunities
Manage departmental security entitlements requirements
Conduct the Quality Control function within CBSU Team including Mantas AIR’s, HRAC & CDDs. Report findings, identify process failures and implement appropriate activity
Undertake quality assurance testing of supporting businesses that service CBSU under ICSAs
Support CBSU with AML related projects including attending meetings, reviewing BRDs & FRDs
Validation and sign-off of all CBSU procedures
Identify and escalate suspect activity to CBSU Management
Track and follow-up on control and compliance deliverables - compliance training, mandatory absence
Ensure that relevant policies and procedures are adhered to in conducting CDD, HRAC, HUB and Transaction Monitoring analyses
Deliver accurate and timely reporting and metrics
Deliver accurate and timely MCA and ARA requirements, represent CBSU at MCA and ARA
Report compliance concerns in an appropriate and timely fashion
Tertiary preferred
Min 10 years exposure to Banking and Finance
Controls / Operational / audit risk management experience highly valued
AML experience a strong advantage
1 plus years of credit/lending experience preferred
1 plus years Fraud Operations experience preferred
High degree of individual initiative / self-motivation

Plant Operations Senior Manager Resume Examples & Samples

Identify and coordinate improvements in the operations area necessary to meet the variance commitments for the plant and flat cost targets. Ensure that costs gaps are identified, action plans are developed and adequate resources are allocated to meet all financial objectives
Drive overall Supply Chain capabilities by managing plant wide implementation of TPM, True Efficiency and team developmentwith specific emphasis on the AM and PM pillars
Achieve all Productivity, Quality, Cost, Delivery, Safety & Motivation KPI objectives
Provide a work environment which adheres to compliance/ regulatory guidelines, ensuring performance against objectives
Continually evaluate Business Unit capabilities, skills and resource alignment to ensure performance against objectives. Lead realignment and work redesign efforts as necessary to provide executional excellence
Fosters an environment of continuous improvement that meets or exceeds division expectations
Establish clear performance and behavioral expectations for all employees, provide feedback on results
Maintain an effective performance management process reviewing all direct report's progress against mid-year and annual plans and continually develop their effectiveness as leaders and technical practitioners, as well as providing opportunity for career development
Production and Maintenance skills will be heavily relied on to improve plant performance and TPM initiatives
Systematically lead the identification and elimination of losses resulting in improvements in costs, inventory, time and quality
Provide active and positive leadership in the effort to drive the cultural across the facility
Employee relations, regulatory requirements, operations, engineering methods and costing, Accounting, Statistics, Maintenance and Quality Assurance
Ability to manage multiple projects of varying priorities simultaneously
Ability to interface with plant personnel, outside contractors and different functional groups within the business units
Working knowledge of quality systems, finance, capital planning, project cost tracking and forecasting, economic justification analysis, statistical process control, and manufacturing management systems
Demonstrated leadership in safety & environmental compliance
Familiarity with TPM concepts, experience in implementing TPM initiatives across multiple teams is desired
Strong innovative external focus with excellent learning agility and proven ability to affect sustainable change
Must be very comfortable working in an ambiguous environment with little leadership and structure
Very strong influence management and communication skills, must be able to sell ideas and gain organizational buy-in
High levels of analytical and financial skills, ability to use data to identify and prioritize improvement opportunities and accurately assess financial impacts
Ability to communicate and influence at all levels of an organization, plant floor to Sr. Management
A sense of urgency that drives ability to effectively deliver results
Ability to travel up to 15% of time
Shares responsibility for budget, influencing policy formulation and planning. This role will be instrumental in redesigning our Small Business Lending operations including policy and procedural updates, new hire onboarding and lending training
Serve as the primary Retail Partner Small Business contact for both relationship management and escalations reviews. Establish regular business cadence for results. Partner with peer Retail Partner Consumer OM to ensure proper portfolio management
Manages 6-8 teams of Credit Underwriters (in a call center setting) responsible for Consumer and Commercial credit card application processing
Maintains full ownership of Retail Partner Small Business capacity plan with shared responsibility for consumer acquisitions and line management capacity plans
Establish development evaluates subordinates' performance and makes recommendations for pay increases, promotions, terminations, staffing, employee training and development, etc
Teams are typically specialized and based on line of business or products and span of control
Evaluates complex and variable issues with significant departmental impact
With high degree of discretion and latitude, recommends and leads process improvements initiatives
Bachelor's degree or equivalent experience; MBA preferred
5 -10 years supervisory experience in operations or call center environment
Demonstrated ability to influence in a highly matrixed organization
Ability to work in ambiguous situations to deliver aggressive business results
High degree of individual initiative / self motivation
Ensure deliverables go out on time, are accurate, and complete
Ensure billing is submitted timely and is complete and accurate
Ensure internal and external clients’ needs are met or exceeded
Provide documentation and develop training materials for staff
Review/approve staff time sheets
Interact with PAE Subcontracts, Contracts, and Corporate Resource entities (i.e., HR, Procurement, Billers, AP) to achieve other goals
Provide consultative technical support to Project Managers, as needed

MYS Ctsm KL AML Operations Senior Manager Resume Examples & Samples

Overseeing the day-to-day activities of the Regional Data Quality Team, including performance management and coaching
Drive data quality initiatives through analytical innovation such as predictive analytics and machine learning
Provide input to all Data Quality Management related initiatives, act as a single point of contact in AML Operations
Work closely with cross regional and functional teams on resolution of Data Quality issues
Ensure that the team are using global standard policies, procedures and tools
Develop innovation and operational initiatives, benchmarks and metrics for standards of performance
Implement integrated processes and procedures aimed at meeting internal and external regulatory or policy guidance
Prepare management dashboard and metrics covering regional activities for senior management
Self-starter and organized and ability to work independently. Excellent attention to detail and follow-up skills
Strong analytical skills in data driven analysis
Cross industry data analytics application and knowledge is a plus
Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
Strong supervision and delegation abilities
Ability to interact with all levels of Citi management
Bachelor’s degree and/or equivalent workforce experience in Statistics, Data/Business Intelligence or Data Quality
Knowledge, Skills and/or Abilities
SQL Development experience
Knowledge of analytics/data science - Technical statistical and data algorithm
Technical proficiencies in Oracle/Database Reporting/VBA required
Extensive knowledge of relational databases such as Oracle, SQL Server and Data
Advanced database and SQL knowledge to develop queries and perform query performance tuning
Must have experience driving projects and managing deliverables
Comprehensive knowledge of Compliance, AML policy, Financial Services, Investment and Retail Banking products/services
Experience with MANTAS and/or Citi CMT is preferred
Ad hoc prototyping skills using multiple techniques to solve a myriad of business scenarios
Ability to adjust to changing focus and/or priority as well as the ability to successfully multi-task as needed and set priorities as needed
Mature, self-starting, self-motivating, and capable of making decisions independently

Operations Senior Manager, Digital Imaging Resume Examples & Samples

Develop and implement detailed Business Continuity Plans (BCP)
Analyze long-term capacity and capability needs and integrate those needs into the annual budget planning process
Ensure DIS meets all SLAs
Integrate customer feedback/data to identify and solve for complex imaging issues or opportunities
Management of local and remote teams; provide leadership, mentoring, training, development and performance management to operational and creative leaders
Experience in starting up new services, delivering productivity and automation improvements, on-time and within budget
Experience with multi-national companies, working with customers across the world
Demonstrated ability to hire and develop strong operations teams
Outstanding attention to detail; Exceptional problem solving & analytical skills
Ability to operate both strategically and tactically in a high-energy, fast-paced environment
Proven ability to utilize leading-edge technologies and LEAN/Six Sigma methodologies to drive improvement in operational processes

Accounting Operations Senior Manager Resume Examples & Samples

Ensuring CPRI complies with bank accounting and reconciliation policy and procedures
This individual is responsible for a complex operation and will work with business partners across CFG including Accounting, Finance, Product and Commercial Payment Operations Groups ensure accurate, effective reconciliation and reporting
Responsibilities are to develop and implement business plans, operational procedures and systems which supports the divisions long-term strategic objectives
Recommends and implements department policies and procedures
Ensures staff compliance with Accounting, Reconciliation and other bank policies
Creates and maintains a customer focused, risk averse operating model for areas of responsibility
Motivate, incent and reward desired behaviors by providing feedback and utilizing available reward and recognition programs
Ensure processing flows meet policy requirements while proposing and implementing efficiencies
Ensure CPRI is compliant with documented policies, procedures and financial reporting functions
This role will ensure the financial integrity of products and process are supported
Drive review and analysis of all CPRI reconciliation processing while leveraging bank system capabilities for efficiencies
Bachelor Degree in Accounting required
CPA preferred or CPA candidate preferred
5 -10 years bank account reconciliation experience
In-depth understanding of CFG reconciliation policy
Experience and success with process improvement, efficiency and automation
Proven ability to negotiate with stakeholders to achieve process transformation
Experience with MS Office, Excel and Access Databases
Solid knowledge of accounting principles, CFG Accounting Reconciliation policies
Ability to assess accounting and reconciliation processes to improve efficiency through automation or consolidation of processes
Solid knowledge of bank applications such as CMOD, Oracle, Checkfree Frontier
Ability to actively participate in new and existing projects/initiatives
Ability to review procedures, processes and approve training programs
Deliver trending and analysis reporting on balance sheets for CPR Reconciliations
Identify key risk control points in the reconciliation process and collaborates with risk to ensure appropriate escalation implementation of action plans to address any gaps
Actively partner with key stakeholders within Corporate Accounting, Product and Operations to implement/modify reconciliation processes
Identify opportunities for change which will support business objectives

Technical Operations Senior Manager Resume Examples & Samples

This role requires approximately 150+ days travel annually (primarily to China). A successful candidate will have
Extensive experience operating and managing inside a manufacturing environment
An engineering or technology background (EE, ME, etc)
Proven capability of leading and being led in a large cross-functional team
Language skills (especially Mandarin) are a plus
Experience supporting competitive capture efforts, including price to win analysis, should cost analysis, and design to cost analysis
Experience on DFARs Earned Value program, in a lead capacity
Experience with proposal cost estimating / financial risk assessment, in a lead capacity
Demonstrated interpersonal and leadership skills
Demonstrated industry knowledge and operating experience
Effective in managing multiple projects simultaneously
Financial theory, modeling and analysis skills
Advanced level proficiency in Microsoft Office PowerPoint/Excel
Demonstrated Full Spectrum Leadership
Bachelors degree or above with minimum of 10 years experience in a related discipline such as Contracts, Estimating or Business Strategies
Demonstrated Leadership and Team player skills
Travel is required, at times on short notice and periodically for durations of greater than 2 weeks and could include both domestic and international travel
Understanding of Major FMS and Commercial Program contractual Formulation/Arrangements
Above average computer skills in the formulation of briefing charts and presentations
Demonstrated understanding and working knowledge of company and general financial principles
Ability to build effective internal and external customer relationships
Ability to work under stress and maintain deadlines

Field Operations Senior Manager Resume Examples & Samples

To provide expertise and oversight on all construction projects in UK, whilst being prepared to be temporarily based on site, particularly for major projects
To be accountable for construction performance, field work processes and practices covering field / construction operations including budget and cost management schedule and schedule management, reporting and forecasting
To recruit; develop; train; motivate and mentor field / construction personnel to ensure C&P’s requirements and objectives are achieved
To administer all construction and field operations, including the authority to allocate and manage field resources and, when required, direct field and jobsite operations consistent with laws, regulations and company and division policies, standards, contract agreements and project specific circumstances
To be responsible for project field and jobsite operations for projects and programs that include on-site owner’s engineer support, construction management, new or refurbishment Engineering; Procurement & Construction (Design & Build) activities and / or Construction only scopes
To develop and implement approved construction execution plans; programs, processes, systems, procedures and risk assessment / methodology,adapted to the size and complexity of the work being performed
To control and report their respective project budgets and costs and takes corrective action as necessary
To establish; develop and maintain relationships and a high level of trust and credibility with key Clients, JV partners, Stakeholders; Subcontractors and Project teams
To implement Safety; Health; Environment; Quality and Ethical Standards in the field
To ensure continuous improvements are implemented in the field and all lessons learnt are captured and appropriately shared back into the business
To support Project Managers to ensure their projects are delivered to the expectations of Clients, JV partners and Stakeholders

Infrastructure & Operations Senior Manager Resume Examples & Samples

End-to-end management of
Quality levels
Organizational changes
Monitoring and benchmarking employee roles and skills
Resource and capacity availability
Support systems and infrastructure
Building relationships with suppliers and partners
Full budget responsibility for Infrastructure budget including forecasting & budget planning
Responsibility for Primary & Disaster Recovery facilities
Responsibility for IT documentation, policies and procedures, and the team's compliance
Management of IT Assets, including purchase, implementation, ongoing support and disposal
Able to handle direct queries & discussion with ADP Clients (both internal and external)
On Call 24 x 7
Representation of GETS in local ExCom
Improving relationship and communication to business
Improving operational efficiencies
Process innovation
Standardization
Transformational change
Capacity utilization
Improvement of unit costs
Assist in leading the company towards higher quality focus, cost efficiency & customer satisfaction
Incorporate Change Management activities including stakeholder management, communication, enablement and securing executive support
Ownership for the ISAE 3402 IT Controls
Lead the UK IT organization which consists of 16 people (2 direct reports) in the following areas
Production/Operation support
Mainframe support
HCM product operation
Printing operations (outsourced until )
Network support
Desktop support
Manage resources effectively to ensure quality, consistency, cost effectiveness and excellence of service
Managed a team of engineers, set their objectives/priorities (MBO), enable competence development training and mentorship, conducted performance reviews, and developed the team into a high performing team
Engage with GETS Central teams to create and maintain a continuous improvement culture
High level of collaboration is required with corporate functions such as R&D, Implementation and as well as other business units and ESI Country Functional Leaders
ITIL (IT Infrastructure Library) understanding/foundation
Good knowledge of 3 tier WEB architecture, Ability to analyze Hardware & Software components and mutual interaction - It's a plus knowledge of Linux and Windows operating systems, Oracle DB, Mainframe and application server J2EE compliant
Passion for quality and excellence with a relentless drive towards flawless execution
Proven track record in execution of initiatives with an excellent decision making skill set
Excellent time management, presentation and organizational skills
Experience in release planning and versioning - Release and Change Management process
Excellent planning and organizational skills with strong inter-personal communication skills
Must be able to influence multi-directional and non-linear relationships
Business Leadership: Creates and articulates a vision and inspires others to action. (Strategy and Planning- Results Accountability- Financial Management)
People Leadership: Focuses on Impactful Communication, Talent Building and Relationship Building to develop internal and external relationships required for success
Market Leadership: Drives a performance based culture that engages associates to achieve excellence (Client focus - Outside in Perspective - Bias for grow)
Bachelor's Degree in Engineering management, IT
10+ years of IT project experience - project oversight, customer presentation
10+ years of experience working as IT Manager
Strong track record leading a line organization of more than 10 employees
Extensive experience in designing, delivering, maintaining and operating infrastructure services

Site & Operations Senior Manager Resume Examples & Samples

To manage the Microbiology Canada business in accordance with corporate guidelines, policies and procedures
To lead and oversee the fulfillment of the groups Safety, Health and Environmental obligations within Canada in line with both Thermo Fisher requirements and wider Canadian legal requirements. To actively promote Health & Safety awareness of all other employees and contractors or third parties on site
To ensure that site is fully integrated within MBD and Thermo Fisher Scientific, processes, procedures, initiatives and culturally
To provide leadership to achieve continuous improvement in manufacturing cycle time, schedule realization and total cost productivity and drive cultural change to deliver this
To lead the Operations functions including Production, Planning, Distribution and Engineering with the objective of ensuring the efficient running of the supply chain and its continuous improvement through lean or Six Sigma methods as appropriate
To execute the strategic business plans. Translate business unit goals into department goals; ensure implementation of plans to achieve or exceed goals. Track progress toward goals and ensure prompt initiation of corrective actions
To support the preparation and delivery of business plans in conjunction with the sales, finance and other functions within MBD, ensuring that staffing, technical and support functions are adequate for the agreed output
To ensure that technical support for prepared media production and associated products is provided to the business
To maintain focus on customer service (internal and external) and ensure that customer needs are constantly reviewed and serviced
To define appropriate equipment, facilities, headcount and costs for new product manufacture or significant up-grades of current product ranges
To build, develop and manage leadership team capable of carrying out needed operational strategies and employment development activities
To support the preparation of Operations budgets and business plans in conjunction with the sales channels and finance division, ensuring that staffing, technical and support functions are adequate for the agreed output. Deliver against the Operations business plan once this has been has been authorized
To work successfully within the matrix organizational structure to ensure that the Canada site delivers its objectives
To manage Operations Capital Project and Revenue budgets
Bachelors degree within a scientific, technical or manufacturing discipline. Additional business qualification preferred (e.g. MBA)
Minimum 10 years of overall business experience demonstrating clear progression, the ability to be part of a cross functional leadership team and success in various business situations, including
Engage targeted Countries’ Senior Management (Legal, Tax and ESC Cluster Head) to initiate, plan and deploy Fieldglass Electronic Work Orders and Invoicing
Ensure Third Party Management compliance for the R&LS Preferred Supplier List. Liaison with Business Activity Owners as required
Initiate and manage Third Party Management Risk Assessments and Renewal process
Ensure Third Party Management compliance for the R&LS Inter-company services agreement
Ensure consistent implementation of plans aligned with the Citi Standard PM Methodology
Lead the Data Privacy program for R&LS which will include the intake of all Data Privacy submissions, data quality review and interaction with the DPO office, Ensure Cross Border Data Privacy compliance for R&LS Staffing Office Business’ processes and systems
Oversee and drive the Annual Risk Assessment (ARA) process and quarterly Manager’s Control Assessment
Bring together the appropriate stakeholders (within HR/Business/Legal/Tax & Finance) to facilitate strategic discussions on projects and programs
Identify opportunity areas on projects to bring additional value add to internal sectors and stakeholder’s i.e.. HRCC/Finance/Legal/Business
Proactively liaise with regional counterparts and keep abreast with industry standards and emerging risks for the R&LS Staffing Office
Work closely with the R&LS Internal Clients or Key Stakeholders, and various other teams, with focus on maintaining excellent service delivery and ensuring appropriate service control mechanisms are put in place for all projects and programs
Managing and delivering against key projects
Providing communication updates and reviews of all projects – providing status updates when required
Key interface to Citi Internal audit. Ensure all internal audits are well prepared for and managed effectively. Key participant in reviewing findings and responses
7-10 years of experience professional experience in DPO/CBDC, risk & control and third party management
Experience in implementation, execution, quality management of risk and control programs. Experience working with Internal and External Auditors a plus
Demonstrated leader with knowledge and experience in CBDC/DPO and Risk & Control management policies and standards
Demonstrated ability to lead global efforts and manage team members in a matrix environment
Willing to be an individual contributor as well as lead. Very strong work ethic, results oriented
Excellent problem solving skills. Ability to see the big pictures with high attention to critical details
Demonstrated ability to develop and implement strategy and process improvement initiatives
Ability to present a balanced view of Risk Management to key stakeholders and R&LS Senior leadership
Strong Excel, PowerPoint and written and verbal communication skills. Experience with CASP, CASP +, iCAPS, CitiRisk, COBTRAC, CBAT, eSourcing, and TPRAP a huge plus
BA/BA required
Manages staff administration, including Permanent or Temporary employee staffing models, recruiting, performance management, salary administration, with oversight of exempt and non-exempt staff
Ensures adherence to departmental budget
Determines and maintains appropriate organizational structure and staffing levels, achieves production goals and financial goals, and coordinates with other operational departments as needed
Provides training, coaching, mentoring to staff as appropriate and provide development opportunities to meet the organization’s future needs
Acts as an escalation point for teams, supporting all customers to ensure a high level of customer satisfaction
Prepares, produces, and delivers numerous management reports on a daily, weekly, or monthly frequency
Supports and administers various departmental and corporate policies consistent with the company’s core values and philosophies
Ability to perform well in team environment, with staff at all levels, to achieve business goals
Bachelors degree or equivalent work experience required
Health care related certifications preferred, technical certifications preferred
>8 yrs related work experience with >5 yrs in a supervising role. Health care background preferred, technical experience preferred

Claims Operations Senior Manager Resume Examples & Samples

Manages claims operations to ensure quality service, accurate and timely claims payment is achieved and consistently maintained
Monitors inventory/backlog, performance management, production standards and quality of results in aspects of claims adjudication, reprocessing, reconciliations and audits
Attends provider joint operation committees. Participates in all appropriate team and task forces meetings and workgroups
Problem solves difficult claims issues, creating solid resolutions including dealing with sensitive subjects
Works with Compliance, Clinical Services, HP IS, Network Development, as necessary, to ensure accurate, timely payment of claims
Hires, develops, mentors staff in all aspects of claim processing, and orients staff to overall health plan operations. Establishes standards, develops incentive plans and manages performance of Claims Department staff
Maintains personal continuing education as appropriate to keep current on all aspects of claims processing. Educations maybe through AHCCCS correspondence, meetings, internet sites, as well as other professional publications and education meetings as necessary
Prepares and monitors annual operating budget for Claims Operations Department. Responsible for operating within projected annual budget. Make recommendations for staffing levels, salaries, promotions, as well as operating and capital needs to ensure a fully functioning department

IT Operations Senior Manager Resume Examples & Samples

Strong and proven leadership qualities
People and project management skills
Strong Technologist
Avaya Product knowledge a must
Knowledge of Avaya’s Connectivity and monitoring tools a plus
5 - 10 Years of Experience
Manage department budget, analyze expense items to identify productivity/reengineering saves opportunity and provide MIS report for management review
Support full productivity and performance MIS generation, as well as regional reporting for Credit Initiation and Collection functions
Coordinate and interact both internally and externally to drive different business initiatives and strategy for country business growth and ongoing efficiency improvement
Provide technical support in maintaining robust system operation including dialer management, CACS parm/queue maintenance and CI processing platform enhancement, etc
Assume project leadership role to drive implementation of ongoing GC functionalities roll-out, as well as various strategic initiatives at regional and global level
Supervise a team of processing support staff to handle day-to-day credit processing and loan ops activities to grow the bank/businesses with compliance to Citi policies and regulatory requirements
Participate in country/regional discussions with business partners and stakeholders to implement new products or services, process change or strengthened controls to optimize processing efficiency and operational robustness of loan ops functions
Act as Credit Ops focal point to coordinate and consolidate timely completion of monthly QAF and quarterly MCA, also follow up and ensure timely resolution of issues and CAPS closure for Credit Ops
Assume the role of Third Party Officer for collection vendors of Credit Operations
5+ years in banking or related field; knowledge of Collection and CI processes and systems, as well as risk management policies with related operations and execution experience is a plus
Strong leadership with exceptional execution capability to drive business initiatives and projects
Possess developed and skilled communication to interface with various levels of management in global, region and also country business users across all functions
Able to foster teamwork and motivate team momentum to meet with business needs and forward compatible directives
Able to handle multitasking and work under pressure
Budget and Fiscal Management of Program
Enforce daily service objective performance goal of 95% - 100%
Manage and monitor project start-up, assessing needs, design and development
Oversee and review the daily IT process to ensure that results are reported accurately
Monitor and report on project and program results
Maintain effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes and expectations, etc
Bachelor’s degree required or related equivalent experience
Extensive experience in project management and operations management in a customer service or call center environment
Experience with Earned Value (EV) concepts and their application on a large DoD program
Knowledge of Program Management principles and requirements
Proven abilities to effectively interact with customers
Proven abilities to effectively lead, motivate, and mentor a cross functional team
Working knowledge of Earned Value command media to include Earned Value processes, Program Performance Management Process (PPMP), and Program Performance Management Directive (PPMD)
Knowledgeable of cost segregation systems including SAP, and financial management toolsets including CostView, wInsite, etc
Hands-on familiarity with EV metrics reports and data structures
Demonstrated ability to manage many projects/tasks at one time
Ability to effectively communicate, both written and oral

Access & Reimbursement Operations Senior Manager Resume Examples & Samples

Coordinate with the Global Strategic Sourcing organization and Access Marketing to lead vendor selection processes, and develop, negotiate, and implement win-win contractual relationships with selected Access and Reimbursement partners
Work with Access Marketing and selected Access and Reimbursement partners to ensure execution of services meets Amgen stated business objectives
Participate in contract/Statement of Work (SOW) design and negotiation
Identify opportunities to advance Amgen US Value and Access strategies, whether they be process or automation enhancements that enhance services and/or reduce costs
Strategic planning for the future (i.e. Evaluating automation efforts, Patient benefit calls, next injection reminders, medical policy communication, field reimbursement coordination, and future potential products (i.e., instant on-line verification), giving guidance to brand and RAV functions on services, service enhancements, and the costs of approaches
Work with Access Marketing resources and outsource partners to forecast monthly volume and ensure that partners are adequately staffed and ready to meet service objectives
Partner performance management and reporting (including financial tracking to plan)
Work with internal partners to ensure all work products meet Amgen legal, regulatory, and compliance standards
Material Approval and Compliance (MAC) process participation and adherence
Collaborate with internal and external partners to provide guidance to budgeting process and to report on performance to budget
Produce budgets for assigned vendor engagements, leveraging vendor data and internal data (patient growth, unit sales, etc) and reporting on budgetary status, and projecting future activity and outside expense based on projected program activity
Approval of field process exceptions and outsource partner invoices
Work with the field to address any call center questions or concerns, and optimize core field reporting or provider resources
Provide key indicator reporting on the effectiveness of partners and drive/participate in weekly, monthly, quarterly, and annual business reviews
Manage implementation of Medical Benefit Policies
Execute field resources (i.e. De-Identified SOB via iPad, De-Identified Patient IV Reports, etc)
Administrate Co-Pay Programs, as well as Field and Telephonic nursing program(s)
Doctorate degree and 2 years of Biopharmaceutical Marketing or Access and Reimbursement experience, OR
Master’s degree and 4 years of Biopharmaceutical Marketing or Access and Reimbursement experience, OR
Bachelor’s degree and 6 years of Biopharmaceutical Marketing or Access and Reimbursement experience, OR
Associate’s degree and 10 years of Biopharmaceutical Marketing or Access and Reimbursement experience OR
High school diploma / GED and 12 years of Biopharmaceutical Marketing or Access and Reimbursement experience
Call center / reimbursement hub management experience preferred, call center / reimbursement partner management, and/or consulting experience
Previous Access and Reimbursement experience from a program development, marketing, sales, or operational standpoint
Analytic experience – Microsoft Excel skills (ability to create and troubleshoot calculations)
Project management experience – ability to track complex projects and bring tasks to completion on time and within budget
Point of escalation for team leaders / case managers, relationship management team and compliance for countries of responsibility
Ongoing management reporting to senior management within KYC Operations
Ensure knowledgeable staff and continuous development plans in place for team members
Oversight for the timely and accurate MIS reporting of processing / escalation metrics for department
Assist with coordination of periodic quality testing as required (MCA, CER, Peer reviews)
Ensure the spread of best practice and consistency of approach across KYC Operations in line with global requirements
Design, manage, and continuously optimise and improve processes of the KYC Operations group in accordance with global standards
Ability to work independently and under pressure to manage deadlines
Virtual /remote management
Excellent leadership and motivational skills
Proficient use of Microsoft Applications ( Word, Excel, Access, Powerpoint, Visio, Project )
Req Qualifications
10-12+ years of professional work experience, with a significant component of this within financial services
Experience working within AML, KYC and/or in Business Risk a plus

Duck Creek Technologies IT Operations Senior Manager Resume Examples & Samples

Defining and implementing the security strategy for our On-Demand business: specifically, programs that will maintain and significantly reduce the risk of cyber-attacks and data breaches
Oversee the coordination of computer information security matters with, legal counsel, audit, business units, and external agencies, as appropriate
Coordinate the development and implementation of high-level security policies, practices, standards, and programs; including an enterprise-wide IT security education and awareness program with a focus on client data protection
Leads the response to security incidents, serving as primary IT contact point for information security matters that require coordination within the corporate IT organization as well as the external community
Proactively leading IT risk assessments, IT security and policy research, and then evaluating and overseeing the implementation of procedural and technical security measures for the Duck Creek network, applications, computing systems and mobile devices to protect Duck Creek’s information assets
Leads the communication of information security to Duck Creek’s stakeholders to assure compliance with IT security regulations and policies
Minimum of 7 years in IT Security related leadership role
Minimum of 2 years of experience in working with International Data
Bachelor's Degree in Computer Science, Business, Information Technology or related field
Must have Licensure, Certification & Registration - CISSP
Good financial acumen and financial analysis and diagnosis skills
Excellent leadership, communication (written and oral) and interpersonal skill

Production Operations Senior Manager Resume Examples & Samples

Strong production experience
SAP Knowledge
Experience working with Performance Management Teams, Knowledge of Lean Six Sigma, Previous leadership skills, Strong Teaming skills
Candidate must be able to obtain a secret clearance. Candidate must have at least an interim secret clearance prior to start
Experience working in Electronics Manufacturing
Experience working with RF/Microwave Manufacturing,
Knowledge of proposal preparation
Experience with Financial Planning and Analysis (FP&A)
Knowledge of Risk & Opportunities Management
Proven abilities to effectively interact with executive leadership and external customers
Working knowledge of Earned Value command media including Earned Value processes, Program Performance Management Process (PPMP), and Program Performance Management Directive (PPMD)
Working knowledge of Direct Commercial Sales (DCS) and United States Government (USG) contracting principles

Study Operations Senior Manager Resume Examples & Samples

Effectively manages, develops, tracks project timelines of nonclinical outsourced studies. Independently edits and reviews documents for consistency, completeness, and accuracy
Is operational lead in Pharmacology Sub Teams. Provides updates and contributes to the scientific study design
Independently supports multiple programs (SM, LM, ADC, and Research) with a strong understanding of disease indication, MOA, clinical strategy, and target profile
Leads non-project teams
Facilitates open communication. Leverages scientific knowledge and operational skills to impact study outcomes. Effectively negotiates under all circumstances. Partners with Tox/Path, PK, Research to drive strategy and contribute directly to the scientific impact of programs
Pre-emptively identifies issues and proposes multiple solutions. Appropriately escalates larger significant impact issues and provides solid recommendations and rationale for decisions
Understands dynamic global CRO landscape and able to consistently and proactively leverage business needs
Develops business expertise with respect to nonclinical outsourcing and GLP compliance
Presents at group, department and project team meetings
Provides support during regulatory inspections and internal functional group audits. Solid understanding of documents governing the inspection readiness
Recognized leader in the department

Deposit Operations Senior Manager Resume Examples & Samples

8+ years of financial services/operations environment
8+ years demonstrated leadership experience
Proven experience of successfully managing people and process
Ability to multi task and to function efficiently in a high paced deadline oriented environment
Ability to make sound decisions and implement actions

Systems Engineering & Operations Senior Manager Resume Examples & Samples

Responsible for all aspects of systems engineering and operations for the server platform running within Deloitte’s data centers. Includes Hardware, Virtualization, and Operating Systems
Responsible for the establishment and adoption of standards for systems include hardware builds, hyper-visor platforms, and Windows Operating Systems Standards
Leads multiple teams that execute the hands-on engineering tasks and daily operations (change and break/fix) to the environments
Establish a production operations center focused proactive tasks and metrics to insure the stability and availability of all systems in the data center
Transformation of the systems engineering and operations area into service provider mindsight focus on client satisfaction, metrics, and strong team based culture
Accountable for the capacity management and planning activities for the engineering and operations area, with responsibility oversite the lease asset management life cycle across the department
Partner with business and IT stakeholders to develop and drive data center server strategy, roadmaps, and product delivery with a structured approach
Bachelor’s degree in Computer Science, Business Information Systems or relevant experience and accomplishments
10+ years of experience in the IT field
Strong experience with computer hardware especially HP blade systems, VMware and/or Hyper-V, and Windows O/S
Strong experience setting vision, building the team, and running infrastructure operations teams
Strong experience leading in a matrix organization with a high focus on teamwork
Proven track record of successfully adopting new technology at an enterprise-wide level
Experience leading delivery of managed IT services to enterprise customers
Exceptional communication skills and proven track record of presenting to executive-level leadership
Strong experience leading a technical team with the ability to lead people, provide direction, and set clear objectives
Knowledge of ITIL and standard Infrastructure Operations Processes for Incident, Problem, and Change Management
Excellent influencing and reasoning skills; good at conflict resolution and consensus building

MYS Ctsm Kl-aml Operations Senior Manager Resume Examples & Samples

Ensure seamless service delivery to our country AML and business stakeholders
Coordinate the hiring/recruitment requirements for the whole hub including the tracking of SLA as well as productivity management
Leading the regional feedback loop committee as well as coordination of all KYC feedback loop
Driving the change initiative on micro strategy (roll-out of new MIS tool)
Ensure seamless generation of monthly scorecards and Quality feedback form for the analysts
Be a part of the hub leadership team and participate in the definition and execution of strategy to move Citi APAC's AML M&I to best in class solution
System entitlements coordination and MIS change management initiative
AML Operations undertakes monitoring for GCG, GTS, CPB and IPB, that is all major business lines
AML monitoring and AML risk is specific to business lines, products and geographies
The Workforce planning Manager needs a good understanding of
Businesses' products and money laundering risks associated with them
Business model and strategies, particularly in relation to new products
Large complex change initiatives
Sensitivity to country commercial/expense pressures
Strong relationship with Regional Business/Functional heads, Global Compliance leads and Regulatory agencies
Seasoned judgment to get balance in risk effectiveness versus efficiency is a key skill needed for this role
5+ years operations experience, exposure to workforce planning/coordination

MYS Ctsm KL KYC Operations Senior Manager Resume Examples & Samples

Act as Primary KYC BSU Contact point for APAC
Manage Team of 12 + staff supporting 7+ countries in accordance with globally consistent KYC BSU standards
Act as project lead for Dublin office for Global KYC BSU projects / quality initiatives as required

MYS Ctsm Kl-kyc Operations Senior Manager Resume Examples & Samples

Assist Operations Manager in maintaining a workforce with capability to execute flawlessly
Ensure knowledgeable staff and continuous development plans in place for Team(s)
Ensure that the key processing controls are maintained by team(s) within pre-requisite standards
Knowledge of AML policies and regulatory requirements
Leadership and Motivational skills
University degree preferably in Business/Finance, Math, Economics, Engineering, Optimization, or Law
Operational oversight and leadership of 25 FTEs and ensuring highest levels of operational discipline within the team
Develop and groom existing team members to step into leadership positions and attract top talent in the industry
Execute on strategies to manage operational and regulatory risk. Represent AML Ops to country compliance and/or banking regulators
5+ years operations experience, part of which should include direct people management exposure
Strongly Preferred: Knowledge of AML and Compliance matters
Involved in roll-out of strategic and change management initiatives
Analyzing the market, competition, technology and developments, in order to find new business opportunities with new product-market combinations within the business strategy
Definition of the product strategy and product plans and the translation into clear product specifications for the Services product development teams, in such a way that in short, mid and long term, a sound business result can be achieved
Prepare and plan, together with the sales channels, the market introduction of the new products, including promotion material and product information, in order to generate the largest impact in the market
Follow the business during the lifecycle of the product and to take corrective actions when needed, in order to generate the maximum profit contribution during the whole life cycle
Translates mid/long term developments in the market into future product plans and identifies the necessary key components for realizing future product ranges
Collects and analysis market information with regards to mid/long term market developments
Translates product strategies into general product plans (time horizon 3 years) and defines the future product portfolio changes
Ensures that product plans are integrated with planning of other disciplines such as R&D
Takes the lead in the definition of new product ranges
Manages the product portfolio
10+ years of leading product marketing/product management in a B2B or B2C channel
Comprehensive familiarity with product lifecycle management (PLM), application development, secure SDLC, requirements, design, implementation and operation
Proven track-record in managing a successful managed service product portfolio in financial, retail or hospitality industries
Superior analytical and quantitative skills
Experience using data and metrics to test theories, confirm assumptions, and measure success
Expert knowledge of business process management and lean startup methodologies
Effective communicator and presenter across technical, business and C-level audiences
Four-year university degree or equivalent experience
IT Service Management – ITIL
Product Lifecycle Management
Process Management (Incident management – Problem management –Change management – configuration management – knowledge management)
Analytic experience – Microsoft Excel skills, attention to detail
Communication skills – strong spoken and written communication skills to translate Amgen business requirements into operational programs at a partner operation, and ability to effectively navigate to win-win agreements across diverse internal and external partner groups
Understand the payer landscape (i.e. Commercial Plans, Medicare and Medicaid)
Minimum ten years of experience on complex aerospace programs or related business
Requires familiarity with accounting / financial practices, EVMS systems, government contracting, pricing/estimating techniques
Significant working knowledge of program Finance & Business Operations disciplines to include EVMS, funding, cost proposal development
Ability to obtain a Secret clearance
Business case analysis skills
Experience with large scale development programs

AT&T Operator Operations, Senior Manager Resume Examples & Samples

A self-starter and proactive leader willing to display initiative with common sense
Results-driven and committed to outcomes rather than output
Team-focused, with the ability to gain the personal support of others
Strong work-ethic and committed to quality
Disciplined, organized and methodical in approach to tasks and activities
Tactical & strategic approach to everything that you do
Ability to identify short-term goals as well as develop long-term strategic direction
Ability to interface & present to all levels of an organization including CIO, SVP, VP, Director, etc. – from all aspects including Product, Sales, Marketing, Engineering
Bachelors Degree and 7 or more years of experience in the Claims and Customer Service area
Premium Waiver/LTD Experience
People management experience
Claim handling or related Customer services experience
Knowledge of Customer Services business process/system applications

Bank Operations Senior Manager Resume Examples & Samples

Requires a Bachelor's degree in Business, Finance or a related field and 6+ years experience in items processes, procedures, banking operations or directly related experience
Supervisory or management experience required,
Must have strong organizational, problem solving and communication skills, both verbal and written
Knowledge of, and capability to do the work of the group

Global Business Operations Senior Manager Resume Examples & Samples

Supervision of regional PMO teams (appx 6 people total) in a hub and spoke model- establishing priorities, staffing decisions, individual performance evaluation
Finance- work with Operations finance to establish load, cost, and recovery models to support the organizational unit. Track these throughout the year and take action\make recommendations in-order to achieve targets
Sales Pipeline and Revenue Tracking- Ensure that sales and revenue projections are supported by valid pipeline data. Track actual A&TS revenue throughout the year. Provide ongoing visibility to the leadership team in-order to better achieve targets
Reporting- general responsibility for putting in place robust management reporting throughout the organization
Staffing\Recruiting- across the organization, responsible for ensuring that resource utilization is tracked and that staffing and recruiting targets are aligned with sales targets and demand planning
Delivery Status- establish global delivery status tracking and reporting across the different services and driving quality initiatives down to the delivery organizations
Training and Onboarding- ensuring that delivery teams have materials and processes in place for onboarding and people development
Communications- ensure that a global communications plan is developed to bring together the different parts of the organization
Ad Hoc PMO- respond to changing priorities by providing leadership and guidance to the global PMO team
Minimum of 10 years of experience in project / program management including experience providing management information (metrics \ dashboards) to executive-level resources
Minimum of 5 years of experience leading a geographically dispersed team
Operational excellence background
Experience with operations annual planning efforts
Prior experience with BPO or automation delivery highly desirable
PMP or equivalent certification
Experience developing and implementing ongoing operational processes
Experience with financial concepts such as sales, revenue, and CCI
Excellent verbal and written communication skills / business writing skills, to be able to lead and drive discussions with Accenture Operations leadership regarding organization performance
Should be a good people person with ability to work collaboratively with various team members
Fluency in English, both written and verbal essential
Readiness to do 25% travel
Requires (and enjoys) flexible hours to coordinate global team and stakeholders

Loyalty Operations Senior Manager Resume Examples & Samples

Be the expert on InnerCircle online program as well as Siebel Loyalty functionality and capabilities. Daily management of InnerCircle online
Work closely with third party vendors to maximize InnerCircle online program effectiveness
Manage and execute programs content calendar by partnering with CI, Product, Promotions, Retail Operations, Social, PR and CRM to provide valuable content to our InnerCircle online members
Drive Insider business at rate greater than core business
Identify underutilized or configurable functionality that could benefit Sleep Number and realize Siebel Loyalty’s full potential
Understand the data as well as program structures
Extensive system testing when launching new programs and iterations
Ad Hoc loyalty analysis to identify gaps and provide feedback to CRM and IT teams, as needed
Partner with IT and vendors to integrate new loyalty programs and enhance existing capabilities
Partner with the Business Intelligence team to provide reporting related to loyalty programs
Define tier classes, tier rewards and program level attributes. Make changes to existing program when determined including: adding tiers, create reward product, create promotions, and associate a reward product to a tier, creating or deleting certificates
Work closely with Web team on InnerCircle functionality
Attend meetings with IT to prioritize systems issues as well as requested enhancements in regards to Siebel Loyalty
Be the liaison with order management, application support and the IT business analysts to prioritize enhancements and break/fixes. Assist Order management and Sales Operations with creating loyalty members, change certificate status or expiration date, delete or change a referral
7+ years’ experience using complex data to problem solve. Understands complex information and applies logic
7+ years’ experience using data to design tests and plans
Able to determine root causes of issues and motivate a solution via direct, indirect and cross- functional team members
Able to prioritize tasks, meet deadlines, and work independently in a fast-paced environment
Able to be flexible and handle multiple projects in an organized and timely manner
Excellent team building and collaboration skills
Strong able to work in cross functional teams
Able to turn ideas into action
Able to work under pressure and effectively manage stress
Demonstrated ability to respond appropriately and professionally to customers and colleagues
Advanced Proficiency with Microsoft Office Applications (i.e. Excel, Word, Outlook)
Familiarity with Siebel Loyalty, or loyalty systems, a plus
Preferred: Business/Advertising/Marketing or related field
Requires normal physical exertion within an office environment (i.e. sitting, computer and telephone use)
May require some travel based on business needs

Maps Data Operations, Senior Manager Resume Examples & Samples

A minimum of 15 years relevant experience of managing operations for a technical support organization or similar business
A demonstrated track record of managing a large multi-site global operations
Ability to develop strong and productive partnerships with a multitude of different parties both internally and externally
Global perspective and experience
Passionate about creating structure and processes that support the development of amazing work in a creative environment while simultaneously managing costs
Forward thinking and the ability to foster innovation and creativity, while also maintaining a clear sense of business objectives
Extraordinary communication and relationship skills, including the ability to collaborate cross-functionally both up and down within the organization
Effective at driving and managing change in and outside the organization
Ability to keep large and cross-functional teams focused on common goals and exceeding delivery expectations
Strong problem-solving skills and resourcefulness
Hyper efficient and productive with strong attention to detail
Ability to continuously re-prioritize and adapt to change
Ability to maintain composure under pressure
Proven strategic skills
Proven team leadership
Previous experience with vendor management and RFP process

IT Infrastructure Operations Senior Manager Resume Examples & Samples

Bachelor’s Degree and 18+ years of professional experience
ITIL® Intermediate Level Certification (or better)
Certified Project Management Professional Certification (Project Management Professional or PgMP)
Experience managing IT Infrastructure Engineering and Operations similar to this TO (200+ employees) and the contractor’s proposed solution to include Data Centers, Cloud provided IT solutions, WAN/LAN, and Server Support
Two or more years of experience managing a Network Operations Center of representative size and complexity as that of this TOR
Demonstrated experience making recommendations for leveraging network installations and reducing operation costs
Demonstrated experience operating and designing a network using routing protocols BGP, OSPF, EIGRP, Layer-3/-2 MPLS VPN, IPsec VPN. Understands BGP route reflectors, BGP peering and BGP regular expressions. Demonstrated experience with WAN Optimization appliances and with sophisticated tools for capacity planning and predicative analytics for bandwidth trending
Demonstrated experience with leveraging tools to manage router and switch configurations. In addition, experience with using tools to manage all critical router and switch functions

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A complete guide to KPO (2024): Meaning, types, pros & cons

Knowledge Process Outsourcing (KPO) involves outsourcing core business activities and highly specialized knowledge related work to third-party professionals. Many businesses today choose KPO to access advantages like cost savings and improvements to the company’s efficiency.

So, what is KPO, and could it be right for your business?

In this article, we’ll explain what KPO is and describe a few different types of KPO services. We’ll also provide some benefits and disadvantages of KPO and explain how KPO differs from BPO. Lastly, we’ll answer some FAQs.

Let’s begin.

What is kpo, 6 common examples of kpo services, 5 key benefits of kpo, 3 potential disadvantages of kpo, 3 faqs about kpo.

KPO involves outsourcing of core, information-heavy business processes to third-party service providers. Businesses contract work to KPO service providers whose staff have advanced education and expertise in specialized areas. It allows businesses to access a larger talent pool of specialists and to leverage lower labor prices.

For example , the owner of a manufacturing business can hire consultants through KPO to analyze their production process and finances. The consultants can give expert advice on improving the efficiency of the manufacturing process and help the business lower production costs and maximize its competitive advantage.

The employees that perform the knowledge process, like lawyers, accountants, data analysts, etc., can be employed by a third-party company. Alternatively, they could be freelancers hired by the company on a contract basis.

So, where can you find such a third-party vendor?

In addition to choosing a KPO company or freelancer domestically , you can also select:

Offshoring: Contracting work to a third-party individual or company in a far-away country, often to leverage lower labor prices for the same skill set in developing countries.
Nearshoring: Contracting work to a third-party individual or company in a nearby country outside of your own country.

To understand what KPO looks like in practice, let’s look at some different types of KPO services.

KPO is an umbrella term covering many different kinds of services.

Below are six examples of different types of KPO services and how they can help businesses:

1. Data analytics and interpretation

KPO companies offer cutting-edge knowledge and processes to collect and analyze data for your business. They can then provide actionable insight that you can use to improve your business.

For example, a KPO company can perform data analysis to determine the efficacy of your supply chain in terms of factors like:

Procurement.
Shipping and transportation management.
Inventory management.

Their actionable insights can help you make your supply chain more efficient and profitable.

2. Market research

Market research, also known as business research, can provide firms with in-depth knowledge about:

Customer experience , demographics, and needs.
Changes in the market.
Potential unexplored markets and verticals (market niches).

The KPO research process includes surveying techniques, statistics, and analytics of the above factors to help you better understand your customers and grow your business.

3. Financial consulting

Financial process outsourcing often involves complex processes that a finance-related KPO service provider can deliver.

Corporate finance consultants can analyze your assets, income, and expenses. They can provide you with a financial plan suited to your business goals.

Investment research also falls under this category. You can work with an investment consultant to get advice on managing your assets and investments.

Other financial KPO services can include:

Complex accounting and payroll processes.
Financial modeling .
Valuation (estimating the value of assets).

4. Management consulting

This knowledge process involves the service provider auditing the client’s current business procedures, making recommendations, and forming a strategy for improvement.

According to Forbes, the work of a management consultant falls into three categories:

Objective Analysis: Providing unbiased, in-depth research, analysis, and advice about the business’s operations.
Functional Expertise : Providing guidance on mergers, leadership, reorganization, human resource management, risk management, etc.
Project Management: Helping business leaders execute projects and measure their success.

5. Advanced data entry and management

Data management specialists can set up efficient systems for storing, retrieving, and sharing data. They can also help you establish reliable data capturing systems. This KPO function can be beneficial in critical industries.

For example, in healthcare, it can help:

Capture client information accurately.
Share and retrieve patient files.
Keep track of patient accounts for invoicing.

6. Legal Process Outsourcing (LPO)

Businesses often outsource a legal process to a specialized LPO provider.

LPO can include services like:

Drafting and reviewing contracts.
E-discovery (collecting digital evidence for legal processes).
Litigation support.

Each type of KPO could have practical applications in different industries, including healthcare, engineering design, manufacturing, and more.

But how and why do businesses use KPO ?

Let’s now explore how KPO solutions can help your business.

Here are five significant advantages that KPO provides:

1. Improved efficiency

KPO can help improve efficiency in your business in several ways.

First, through advanced business processes analysis, your outsourced, skilled employee can help you understand if your company is operating optimally. You can make changes to ensure everything flows smoothly, from procurement to sales and management tactics.

For example, KPO specialists can work with a manufacturing business to look for things like:

Unnecessary waste of materials.
Opportunities for extra training.
Poorly organized spaces and systems.
Lack of standardized processes.
Issues with suppliers.

They’ll know how to make recommendations for improvements to the manufacturing process from start to finish.

Meanwhile, you free up your in-house staff and management team to handle their existing tasks without extra strain.

2. Better results at a lower cost

KPO, especially when offshored, can help businesses reduce operational costs and improve profitability.

This is because there’s a vast pool of qualified and skilled professionals in countries with relatively low labor costs compared to countries like the United States and the United Kingdom.

You can hire an experienced offshore team to handle a knowledge process at a fraction of what it would cost in your own country.

For example, a financial analyst’s average monthly salary in the US is approximately $10,500 . In India, a popular financial services outsourcing destination, the average is only about $520 . In general, the average salary in India is around 179% lower than in the US.

However, even if you outsource within your own country, KPO can save you money.

When you outsource to a third party, they’re responsible for their employees and infrastructure. This means you don’t have to pay for things like:

Office space.
Employee salaries.

You only pay for the service itself, based on an outsourcing agreement .

When you’re saving money and boosting efficiency, you also increase your business’s overall profitability.

3. Increased access to qualified specialists

When it comes to specialized knowledge in a particular field, it can be challenging to find qualified experts. There may be a lack of experts seeking employment in your region.

KPO lets you find experts worldwide. It makes the process easier because you only need to find a service provider who provides you with the qualified staff members you need.

4. Ability to leverage up-to-date methods

KPO service providers are equipped with the latest technology and methods. This enables you to keep up with industry breakthroughs, improving your competitive edge.

Additionally, you don’t have to sacrifice your time and money to research new methods or purchase new equipment.

5. Access to new markets

Outsourced experts can help you discover new markets to expand your business. Your KPO partners should be specialists in your industry and may therefore possess knowledge where you have blind spots.

Additionally, if you choose to offshore your KPO, you can discover new markets internationally that you otherwise wouldn’t have access to.

However, like any outsourcing process, there are some risks associated with KPO. Let’s look at some possible KPO disadvantages.

Here are three possible challenges you could encounter with KPO.

1. Security concerns

Since KPO concerns core business functions, the data involved can be extremely sensitive. Security risks may occur when you include a third party in your business. The vendor could share Intellectual Property (IP) or other proprietary information outside the company.

In the case of offshoring, security protocols and IP laws may differ from country to country. That’s why offshore KPO service providers must be compliant with the offshoring regulations of the countries their clients reside in.

For example, outsourcing companies providing services to or from the European Union (EU) must be familiar and comply with EU outsourcing regulations . This is why it’s essential to properly research a KPO firm before forming a partnership.

To protect your business, you can take measures like:

Ask the provider about their data security and compliance protocols.
Check the KPO provider’s past client testimonials.
Seek legal aid to draw up an airtight security clause in your outsourcing agreement.

2. Communication difficulties

Communication difficulties caused by language barriers, time zone differences, and cultural differences are more common with offshore KPO. However, even in the case of domestic outsourcing, communication difficulties can arise due to dialects, accents, or work culture differences between both organizations.

Overcoming communication difficulties can be a simple matter of choosing the right outsourcing partner, ensuring language compatibility, and professional synergy. It also helps to choose the right communication tools to convey information and progress.

You can also establish a strong agreement that explicitly lays out details like:

Approved communication channels.
Project timeframes.
Expectations.
Key Performance Indicators (KPIs).

This way, you can ensure that the KPO firm understands how to communicate progress and problems effectively.

3. Quality control issues

Another potential issue in a KPO partnership is that you may ultimately not be satisfied with the service you receive. This can be because you don’t have direct control over the outsourced company’s workflow.

However, you can avoid such problems by:

Understanding the KPO provider’s processes.
Discussing how their work should combine with yours.
Researching their reputation.
Defining explicit expectations in a Service Level Agreement .

It can also be challenging to ensure your remote service providers are using time productively, which can contribute to low-quality deliverables. Time tracking tools with productivity monitoring features, such as Time Doctor , can provide a solution.

Now, KPO is an outsourcing process, so you may wonder how it differs from Business Process Outsourcing (BPO).

Let’s now address this, and some other commonly asked KPO questions.

Here are some questions frequently asked about KPO:

1. How does KPO differ from BPO?

BPO refers to contracting any business process to a third-party service provider.

KPO is often referred to as a subset of BPO. However, there are distinctions between these two forms of outsourcing.

In general, BPO services involve two types of non-core business processes :

Back-office services: Processes that don’t involve customer interaction, such as administrative tasks and data capturing.
Front-office services: Processes like customer service and marketing that require the staff of the BPO company staff to interact directly with customers and clients, like customer service and marketing.

To learn more about the ins and outs of BPO, you can read this article.

KPO jobs tend to be more complex since they involve core business functions. The service providers may also play a role in decision-making or advising.

A typical example of a BPO service is a BPO call center. BPO call center agents can take customer support calls, provide basic technical support, or make marketing calls. In comparison, KPO call centers may handle more specialized subjects like advanced technical support and in-depth customer support.

Let’s look at them side-by-side:

2. When should businesses consider KPO?

Business circumstances that may call for a KPO a solution include:

Limited resources: When the knowledge process you require involves expensive overhead costs, you can outsource to a company already investing in those resources.
Insufficient expertise: When your company doesn’t have enough skilled workers to complete the knowledge process, you can outsource to experts without further burdening your in-house team.

3. What regions are particularly prominent in KPO?

Different countries tend to have reputations for different strengths regarding outsourcing. For example, India is a popular destination for software development outsourcing. The Philippines is highly-regarded for its BPO sector and is growing in its KPO sector.

Here are some other countries that are well-known in the KPO industry:

Asian countries: Malaysia , Sri Lanka .
Eastern European countries: Poland , Romania .
South American countries: Mexico , Brazil .

Wrapping up

Outsourcing a core business process to a specialist third-party service provider can offer numerous benefits. KPOs (Knowledge Process Outsourcers) can improve efficiency, increase profitability, as well as provide access to technical knowledge and resources.

However, there are also some obstacles to look out for. That’s why it’s crucial to thoroughly research providers and weigh the pros and cons before diving into a KPO partnership.

If you’re considering KPO for your business operations, use this guide to help you make informed decisions.

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Liam Martin is a co-founder of Time Doctor which is software to improve productivity and help keep track and know what your team is working on, even when working from home.

Embrace flexibility or people will walk: How to rethink RTO policy for a win-win outcome

11 important benefits of kpo for business owners in 2024, related posts, kpo industry in india: pros/cons & top outsourcing services, kpo philippines: top services, benefits, service providers, kpo directory: 13 top global knowledge service providers, top 10 kpo companies in india in 2024, the 2024 clear & simple guide to kpo services, 14 top kpo companies in 2024.

A KPI Resume Breakdown: Quantifying Success in Every Role (30+ Examples)

3 key takeaways

KPIs can bring your skills to life
Deciding which metrics to include on your resume
How Teal’s AI Resume Builder can help you add KPIs to your resume

The job market is competitive: You need a resume that stands out. But what separates an ordinary resume from an extraordinary one?

One powerful strategy is incorporating key performance indicators or KPIs on a resume. These metrics tell the story of your professional journey and quantify your achievements, making them more powerful and precise.

Whether you're at the entry-level or have years of experience, understanding why, when, and how to add these metrics can be a game-changer in your job search. So, let’s jump and look at examples of KPIs that deserve a spot on your resume.

What are KPIs related to job performance?

KPIs are metrics that measure your achievements and job performance.

They link what you have done in previous roles to the outcomes you produced. In other words, instead of just saying you did something, you can use KPIs to show how you performed in those duties.

By showcasing the final results of what you did, KPIs can help you prove you have the right knowledge and skills for a specific role.

For example, if you were in a sales role, you might have KPIs related to deals closed, revenue generated, or the percentage growth in sales QoQ. If you were in a project management role, your KPIs might revolve around project completion rates, staying within budget, or stakeholder satisfaction.

Why should you include KPIs on a resume?

While KPIs may seem irrelevant, they are fairly important to most hiring managers since they directly correlate with results.

Hiring teams want to know how you’ll provide value and why they should hire you over someone else. Having impressive, quantifiable metrics to back up your claims will help you make your case.

Here are some more specific reasons why KPIs are important on your resume (or cover letter).

Showcases abilities and skills

KPIs are like storytelling with data. They don’t just state you’re good at something—they prove it. With KPIs, you give hiring managers evidence of your expertise.

Engages the recruiter or hiring manager

Clear metrics grab attention, giving potential employees more reasons to move you up to the next stage. And while they are more essential for senior roles, KPIs are a valuable tool to include at most career stages.

Facilitates interview discussions

Going into an interview armed with your KPIs is like having a cheat sheet. They’re great conversation starters, easing nerves and steering discussions toward your strengths.

Where should KPIs go on your resume?

Incorporating KPIs into your resume requires a bit of creativity. But when done right, they can effectively depict your value, skills, and potential to prospective employers.

Wherever you place your KPIs, try to weave them seamlessly into your professional summary. Don’t be afraid to balance them with qualitative descriptions. Instead of just saying, "Improved web traffic by 50%," you could say, "Crafted innovative SEO strategies, boosting web traffic by 50% and enhancing brand visibility."

With that in mind, here's a guide on where to embed KPIs, using resume action verbs for maximum impact.

Professional Summary

Your professional summary or short professional bio can be a great spot to showcase KPIs. Include the KPIs right at the top, after your contact details, with the rest of your summary information.

The Teal AI Resume Builder makes adding your most impressive stats to your summary easy. Create your professional summary from scratch, or just use AI.

With Teal+, you get unlimited AI generation that pulls details from your work history and other experience to ensure the metrics, numbers, and data align with your qualifications.

“Work Experience” Section

Your resume accomplishments are the most common place for KPIs on a resume. You can include them under different work experience bullet points for clarity. This provides an opportunity to show how you’ve developed and used your skills throughout your work history.

Examples of resume KPIs

Sales KPI examples :

Total revenue generated
Number of new customers acquired
Sales growth rate
Customer retention rate
Average deal size

Customer Service KPI examples :

Customer satisfaction score (CSAT)
Net promoter score (NPS)
First call resolution rate
Average response time

Marketing KPI examples :

Return on marketing investment (ROMI).
Customer acquisition cost (CAC).
Conversion rate.
Number of leads generated.
Social media engagement rate.

Project Management KPI examples :

Percentage of projects completed on time
Percentage of projects within budget
Stakeholder satisfaction rate
Number of project milestones met

Operational KPI examples :

Efficiency rate
Product defect rate
Time taken for product assembly
Inventory turnover rate

HR KPI examples :

Employee retention rate
Time to fill a vacancy
Employee satisfaction score
Training completion rate

Finance KPI examples :

Monthly, quarterly, and yearly financial reporting accuracy
Cost-saving measures implemented
Revenue growth rate
Return on investment (ROI) for specific initiatives

IT KPI examples :

System uptime percentage
Number of resolved IT tickets
Time to resolve IT issues
Percentage of successful system backups

These are just a few examples, and the specific KPIs will vary depending on the industry, company, and your particular job responsibilities.

The key is to pick those KPIs that best demonstrate the value you brought to your previous roles and align them with the new position you're targeting.

How can Teal’s Resume Builder help?

As you craft your resume with Teal’s free AI Resume Builder , you’ll get real-time feedback on improving each section. This includes incorporating measurable outcomes—like KPIs—to make your resume as effective as possible.

With Resume Analysis, Teal members will see recommendations like “Time-based Statement Missing in Professional Summary” or “Improvement Metric Missing in Work Experience #2.” This feedback updates in real-time, so as you adjust your resume, Teal’s recommendations will adjust, too.

Teal also offers examples that guide members on how to incorporate these specific KPIs, whether using percentages, revenue generation, or another improvement range.

Teal’s Resume Builder is free to use, but members also have the option to upgrade to Teal+ to enjoy even more great features, like unlimited AI-generated achievements, advanced analysis, unlimited keywords, and cover letter generation.

Which metrics should you include on your resume?

The metrics you choose to add to your resume should be specific to the job you plan to apply for and correlate with the job description. The key is to think about the specific value you brought to your previous roles and learn how to quantify resume work experience in relation to future opportunities.

Here are the top metrics you should consider adding to your resume and why.

Sales and revenue growth

Why? This directly correlates with your ability to contribute to a company's bottom line.

Example: "Increased conversion rate by 15% in Q4 2022, resulting in an additional $50,000 in revenue."

Customer satisfaction and retention rates

Why? They showcase your ability to understand, engage with, and satisfy client needs.

Example: "Improved client satisfaction scores by 20% within a year, leading to a 10% boost in customer retention."

Operational efficiency metrics

Why? These demonstrate your knack for problem-solving, streamlining processes, cutting costs, and improving service or product delivery.

Example: "Oversaw an assembly line process improvement initiative, cutting production time by 30%."

Project completion rates

Why? It reflects your time management skills, commitment, and efficiency.

Example: "Successfully completed 95% of all assigned projects ahead of schedule over the past two years."

Cost-saving achievements

Why? This indicates your fiscal responsibility and your ability to work with budgets effectively.

Example: "Implemented a new inventory system that led to a 20% reduction in operational costs."

Team growth and management

Why? They highlight leadership skills and the ability to nurture and develop a team.

Example: "Grew the digital marketing team from 3 to 15 members, maintaining a 90% retention rate."

Engagement metrics

Why? These are especially useful for marketing, PR, or digital engagement roles, as they demonstrate your ability to capture and maintain audience attention.

Example: "Revamped content strategy, increasing website engagement by 50% and reducing bounce rates by 15%."

Training and development

Why? This showcases your commitment to personal and team growth.

Example: "Initiated a monthly training program, leading to a 40% improvement in team skills assessment scores."

What to do if you don’t have access to data

While specific numbers and percentages undoubtedly strengthen your resume, there may be times when you don't have access to exact data. But you can still paint a compelling picture of your achievements, and here's how.

Estimations

If you can't recall exact numbers, it's acceptable to estimate—as long as you're reasonably sure of the ballpark figure. Use phrases like "approximately" or "around" to indicate it's an estimate.

Percentage improvements

Even if you don’t know the precise figures, you can highlight the change in performance. For example, you could say, "Increased customer satisfaction by approximately 10% over six months."

Comparative achievements

Without exact data, you can still compare your results against a benchmark or average. For example, you might state, "Outperformed team sales targets on multiple occasions."

Remember, honesty is paramount. While it's tempting to inflate figures, recruiters value integrity. Present your achievements genuinely, and you’ll earn respect for your authenticity.

Scope and scale

Describe the breadth or depth of your work. Mention the size of the projects, the number of team members you led, or the diverse range of tasks you managed.

Qualitative results

If quantitative data is scarce, focus on the qualitative outcomes.

Did you improve team morale? Excel at customer service? Capture this with statements like "Received frequent positive feedback from clients" or "Recognized for significantly enhancing team collaboration."

Seek testimonials

If you've left a mark on colleagues, clients, or superiors, they might remember your contributions better than you do. Ask them for testimonials or feedback that might help you recall specific achievements.

Performance awards or recognition

Mention any accolades or awards you received, even if they don't come with specific metrics attached. This still showcases your performance, just in a slightly different way.

Training and workshops

If you attended or facilitated any certification programs, workshops, or training sessions that led to improved team capabilities or performance, highlight them. Although this doesn’t provide specific measurements, it still shows your ability or interest in those topics.

Create your KPI resume achievements with Teal

When it comes to resume writing, it's essential to avoid exaggerating. Remember that recruiters and hiring managers value honesty and integrity.

One way to refine your resume further with quantitative or qualitative data is with Teal’s Resume Builder. With Teal, you can create a resume that stands out to hiring professionals and showcases your performance effectively.

Ready to give it a try? Sign up for Teal today !

Frequently Asked Questions

How can i identify which kpis to highlight for roles that aren't sales or revenue-driven, should i include kpis for every job listed on my resume or only certain positions, how do i quantify soft skills or less tangible achievements on my resume using kpis.

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26 Customer Service Resume Examples for 2024

Customer Service Resume

Customer Service Resumes by Experience
Customer Service Resumes by Role
Writing Your Customer Service Resume

As the face of the organization, the customer service team is instrumental in building and maintaining a business’s reputation.

To be a successful customer service professional, you must have a wide-ranging skillset—patience, empathy, critical thinking, and detailed knowledge of your company’s products or services.

With such a tall order, you shouldn’t also have to be an expert at building a resume . Our easy resume tips are available at your fingertips!

We’ve analyzed countless resumes and chosen the 26 best customer service resume samples to help you land your next job in 2024 .

Furthermore, we’ll share our recommendations and advice so you can put your best foot forward on your resume; before you know it, you’ll also be ready to tackle your customer service cover letter !

or download as PDF

Customer Service resume example with 10 years of experience

Why this resume works

The best way to do this is by making your points concise and highly relevant to the job to which you’re applying. If you include a resume summary , tailor it to the business to which you apply. As a rule of thumb, the more you customize and fine-tune your resume for each job application, the more likely you are to get an interview.

Entry-Level Customer Service Resume

Choose two tastefully contrasting fonts: one for your section headers, and one for your body text.
Leverage white space throughout your resume to give it a clean, easy-on-the-eye, professional feel.
We suggest bold (but not garish) colors in the header and titles to draw attention.
Say goodbye to excess white space by adding some relevant projects you’ve worked on.
Just make sure they relate to the customer service job description and emphasize your most relevant skills.

Customer Service Associate Resume

Something very impressive on a customer service associate resume is when you’ve gone the extra mile to be certified. Definitely include any licenses or certifications you have in a dedicated “Certifications” section.
Our user-friendly resume templates and Google Docs resume templates allow you to quickly add a section just for certificates and licenses.
For example, “Handled an average of 40+ customer complaints per day with a 93% customer satisfaction rate.”

Customer Service Manager Resume

Don’t worry though! You can easily tailor it by mentioning the specific job title you’re seeking, the company’s name, and any position-specific skills you’ve learned.If these kinds of details paralyze you, take a breath; now, start off your resume-building adventure with one of our free resume templates or Google Docs interactive resumes that already have sections laid out for your objective.
Though including a resume objective is optional, we recommend one if you’ve had a career change, are entry-level, or simply need to effectively fill a little space on your resume.
If you choose to add it, make sure it’s unique and personalized for every application you submit. That’s right. Every single one.

Customer Service Lead Resume

Also, a technical support specialist position might have refined your problem-solving skills and technical knowledge, essential for resolving issues beyond the first line of support. A moment or two when your leadership stance shone brightly is a welcome addition to your customer service lead resume.

Airline Customer Service Resume

In the same line, use larger fonts to draw the hiring manager’s attention to different essential parts of your resume. For example, role titles should be in a larger font and title case format, while terms accentuating your skills, hobbies, contact information, and education should be in uppercase.

Customer Service Call Center Resume

It’s fine even if you mention them in other unrelated job roles. Just ensure that you clearly state how your assistance helped customers in a particular scenario.
If you run out of room in your resume, remember that a cover letter generator can help you expound quickly on the details you care about sharing.

Customer Service Bank Resume

Even if it’s only a short stint, mention how you went beyond resolving technical issues at a desk by adding your ability to make personalized follow-ups, maintain high-data accuracy rates, and implement any customer feedback provided.

Insurance Customer Service Resume

Remember that expertise in communication efficiency, accurate responses align well with the requirements of the role since you will be handling customers.

Client Service Manager Resume

And if you may, add your metrics on improving customer satisfaction to further prove your potential.

Customer Service Specialist Resume

Luckily, customer service is typically a metric-heavy role. From sales to customer reviews to retention, there’s a lot of numbers you can draw upon, such as customer satisfaction scores, how many customers you helped, and sales targets you exceeded.
Metrics draw the eye of the resume reader and increase the length of time they’ll review your customer service specialist resume , which increases your likelihood of getting an interview. Since a hiring manager will, on average, spend six seconds reviewing your resume, hooking their attention quickly is key.

Retail Customer Service Clerk Resume

The structure of your retail customer service resume can either help or hurt the flow of the employer’s reading experience and affect whether or not you get that interview.
We suggest you experiment with an array of resume templates and go for the one that zooms in on your greatest selling points.
Sprinkle in impressive numerical metrics such as team headcounts, sales targets met, and payment processing accuracy percentages whenever possible.

Customer Success Manager Resume

Challenge yourself to prove your impact with metrics.
For example, how much time did you save in labor hours? How much did you increase profits for the company? Provide any details that show how quickly you could boost numbers at the next business that’s smart enough to hire you.
Striking a good balance between hard and soft skills is tricky, but doable—the skills section on your resume can emphasize the soft skills that made those impressive numbers happen in the first place.

Bilingual Customer Support Resume

For example, you can mention the number of reward program members you signed on, the number of customers you helped per shift, the number of performance-based awards you earned, and the percentage of bilingual clients who specifically returned to you for assistance.
Pass the automated tracking system filter by peppering your skills section with relevant keywords you’ve taken the time to mine from the job description .
Just be sure the keywords you glean from the job description truly match the skills you possess! Better to be a master of a few talents than have a surface knowledge of many.

Customer Service Consultant Resume

Having trouble breaking up with the roles you had in high school? You can save old positions in a separate document, just in case. Just reassure yourself that you can discuss this expertise during an interview.
Rather than cramming your work experience down to microscopic font size, try honing in on your most relevant work history.
Since you probably have plenty of experience, you may want to consider including a resume summary , which can give a valuable overview of your skills and how they’ve driven results over the course of your lengthy (10+ years for a summary) career.

Customer Service Agent Resume

As long as you’re not distracting from the content of your resume, go ahead and get a little creative.
Do this by organizing your resume into distinct sections (subheadings are your friend), and use an unexpected pop of color to draw on your personality. Who said your resume has to be boring?
Focus on adding hard skills, like Zendesk, Salesforce, and Microsoft Word.

Customer Service Success Specialist Resume

Hiring managers in the customer service field often have less than a minute to review your resume, so it’s important that you place the most relevant information where they’ll see it!
Emphasize growth in your career by ordering your work experience in a reverse-chronological resume format , meaning that your most recent experience will be listed at the top of the page.
Including numbers in your work experience bullet points shows the employer that you’re great at your job! Ultimately, they’re looking for specialists who can perform the job well, and numbers prove that you can.

Customer Service Coordinator Resume

That’s right. Your resume doesn’t need to look computer-generated to command respect. In fact, using a sprinkle of color can demonstrate your confidence and individuality, making you an even more appealing candidate.
A word of caution: While more companies are valuing the individuality and flair of applicants, there are times when toned-down colors (like deep navy, slate gray, or hunter green) may be more appropriate. This can be especially true if you’re applying to a larger corporate business. Determine what’s best by investigating the customer service job description’s work culture.

Customer Service Advisor Resume

Now, that doesn’t mean you need to bring the entire color wheel to your resume. Instead, focus on grabbing recruiters’ attention by using one or two colors for your section titles. You can start from scratch to find a visually-appealing color, or use a resume template if you’re not artistically inclined.
Take your resume personalization to the next step by adding a career summary section if you’re a total pro in the field with more than a decade of experience. Use this section for some humble bragging and tell hiring managers about your biggest accomplishments over the course of your career. Because if there’s any good time to brag, it’s on your resume, right?

Customer Service Technician Resume

It’s surprisingly easy! Using hard numbers throughout your resume makes hiring managers slow down and read more carefully, plus using metrics supercharges your resume clout and indicates that you know your value (literally).
Don’t be afraid to highlight your hobbies and interests on your resume .
But, please, please ensure you can relate them to the job. If you’re including a super interesting hobby, a hiring manager is almost certainly going to ask you all about it. You better 1.) actually do that hobby, and 2.) be able to relate that hobby to relevant customer service tech job skills.

Customer Service Representative Resume

So, instead of simply adding ‘Sales’ as a skill in your customer service representative resume , use an example of where and how you used said skillset. Try, “Boosted high-end electronic sales by 34% through deep product knowledge and personalized demonstrations.”

Call Center Customer Service Resume

Format your resume so that your most recent experience and achievements are at the top of your call center customer service resume . By doing this, you’re presenting those highlights in a way that they’re the very first thing a recruiter will probably look at.

Professional Customer Service Resume

Let’s say you have a Certified Customer Service Professional (CCSP) certification on your professional customer service resume—it immediately lets a potential employer know you’re well-equipped and ready to provide exceptional customer service.

Customer Service Supervisor Resume

If you know your way around a specific CRM or management software, don’t miss the opportunity to add it to your customer service supervisor resume and show an employer you’re a well-rounded candidate.

Remote Customer Service Resume

By using a remote customer service resume template that’s clutter-free and spotlights what’s really important, you can show a recruiter what they need to see to form a positive opinion of you.

Customer Service Sales Resume

Let’s take the poetry writing, portrait sketching, and vector illustration mentioned in this customer service sales resume . They convey that you have a knack for being creative, understanding design, and paying attention to detail—all of which will come in handy in your professional role.

Related resume guides

Receptionist
Sales Associate
Front Desk Receptionist

4 Tips to Improve Your Customer Service Resume Today

Recruiter points with yellow chalk to job skills and qualifications list on blackboard

Customer service resumes have gone beyond a simple list of experiences and education that prove your worth. Now, they’re as varied as the candidates themselves. Before writing a resignation letter and applying for your next job, check out BeamJobs’ list of recommendations to make your resume sound professional, look neat, and prove without a doubt that you’re the best candidate. We’ll cover:

Customer service skills
Formatting your customer service resume
Quantifying your previous impact
Customizing your resume for each job

Tip 1: Confidently choose your customer service skills

The skills section of a resume might be short, but it packs a punch. This is where you sell what you’re capable of and what you can do. This section is especially important for ATS to keep you in the running, so it’s crucial to pay attention to what skills you possess.

You should list both hard skills (like Microsoft Office Suite, HubSpot, or HelpDesk) and soft skills (like organization, problem-solving, and interpersonal communication). The best place to find applicable skills would be the job description itself—see what’s required for the tasks listed, and then use those tasks to steer you in the right direction.

Let’s say you run across a customer service job description requesting bilingual support like this:

Answer telephone calls and emails promptly in Spanish and English
Maintain and extend client base through positive customer interaction
Excellent verbal and written skills in both Spanish and English
Strong organizational and analytical skills
Flexible—must be able to work independently AND with a team daily

Based on the job description, it’s clear this company values a bilingual, organized individual who is an effective communicator. These skills (as long as they accurately define you) should serve as the foundation of your skills section. And a word to the wise—don’t apply for a job if you can’t honestly say you own the skill set required.

Now, it’s time to tailor your skills section to the job description, which could look like this:

Bilingual (Spanish and English)
Organized
Strong verbal and written communication
Proven customer success
Empathetic
Methodical and thorough documentation
CRM (HubSpot)

Not every customer service job description will look like the one above, so your skills section should reflect the role for which you’re applying.

The following skills would be great additions to other customer service positions:

Data analysis
Metrics-driven
Customer service reporting
Self-motivated
Social media
Creative problem-solver
Inquisitive

Tip 2: Format your resume for the ATS and recruiters

When you open the pages of a book, what’s more inviting: dense blocks of text with little color or short paragraphs with headings, indents, and plenty of white space? The latter is easier to read and, thus, more inviting. Your customer service resume needs to follow the same principle since it’s your first impression. Make the recruiter’s job as easy as possible by being neat, easy to read, and understandable.

There are multiple ways to achieve this, but one of the easiest is to put things in reverse-chronological format . This helps recruiters know immediately where you’re coming from. (For example, if you recently worked as a customer service representative, you’ll have a shorter adjustment period. And even if you were a customer service rep a few years ago, the reverse-chronological order will help recruiters quickly assess your qualifications.)

Further suggestions for keeping your resume easy to read:

Bullet points rely on keywords, essential for making your resume ATS-friendly. The condensed structure and repetitive points also relieve eye strain when reading.
Place the customer service title beneath your name to make it easier for the recruiter to keep that specific job in mind as they scan your resume. This is especially crucial when a company is hiring for multiple positions.
The average time a recruiter spends looking at a resume is six to seven seconds, which means you should only include necessities. Anything else that’s relevant can be brought up in the job interview.
Some companies see them as antiquated, but others like knowing exactly what you’re aiming for. Scan resumes in the job field to see if others include them, and consider reaching out to current employees on LinkedIn for advice.
Primarily, fancy icons or images may confuse the ATS. Beyond that, leaving them off your resume looks more professional; plus, it leaves room for more important things, like skills or awards.

Objective or summary for your customer service resume?

Objectives and summaries are a hot topic for resumes. It’s up to you to decide if an objective or summary is needed for your customer service resume. Typically, objectives/summaries are a good idea if you’re changing careers, you’re an entry-level applicant, or if you want to customize them for each application. Otherwise, it would be best to leave space for other things.

The difference between objectives and summaries rests in their purpose and your level of experience. Both are roughly two to three sentences, but an objective describes your interest and qualifications for the job while a summary highlights your past work . If you have limited experience, you should choose an objective to sell why you’re the best candidate, but if you’re years into customer service, you could include a summary to describe your unique background.

No matter if it’s a summary or an objective, it should always be concise, informative, and personal ; this is your chance to show your personality and skills before the interview, so make it count.

When you write your objective, communicate your reason for applying and why you’d make a great candidate. Avoid making it generic, flat, or too casual:

College graduate looking for work in the customer service industry to start a life-long career. I’m hardworking, great with people, and skilled with computers.

Instead, your objective should be specific, detailed, and unique to both you and the job description. Try something that highlights your skills regardless of your experience level:

For those who have 10+ years of experience, a summary is the best way to go. Poor summaries have limited and vague information:

I’m a manager who is seeking further professional growth. I’m good at resolving conflicts, handling money, and writing reports; looking for a job that will give me experience and career options.

Rather, a summary should be a highlight reel of your accomplishments and expertise. To further showcase your talent, add metrics here, too:

This summary is tailored to the position and outlines the candidate’s experience and skills while being personable and not too formal. By carefully crafting your objective or summary, you can rise above the competition in just two to three sentences.

Tip 3: Leverage metrics on your customer service resume

Leveraging metrics is all about avoiding generality and demonstrating success. Most job description bullets don’t describe how successful, friendly, or efficient you were. However, saying, “Assisted 200+ customers weekly with technical questions with a 98% customer satisfaction rate,” tells the recruiter the specifics of your talents and abilities.

Writing metrics for every single bullet point isn’t necessary, but including an estimate when you can is better than staying vague.

Some customer service metrics to add to your resume include:

Customer satisfaction (CSAT) score: The core aspect of customer service is keeping customers happy, so providing high CSAT scores based on your interaction with customers is bound to get recruiters noticing.
Net promoter score: Just like the CSAT, this gives an insight into how happy customers are with the company.
Employee retention rate: This statistic works well if you’re in a management position with a tight-knit group. That means your leadership has a direct effect on how many customer service reps leave or stay.
Resolution rate: By showing a percentage of solved cases, you demonstrate your effective problem-solving skills and care for the customer.
Customer effort score: This shows how much effort it took to get an issue resolved. Less effort means you’re easier to work with and more effective, which is why a low CES score is useful to add to your resume.
Customer/employee numbers: Providing the number of teammates, employees, or customers you’ve helped or served is a great way to show your capability in helping large volumes of people.

Now that you know what kind of metrics to include, below are some examples of how you can use them in practice. If you have trouble calculating some of the aforementioned metrics, HelpCrunch or Kustomer have some helpful formulas.

Assisted over 250 patrons with technological questions monthly with a consistent 86 CSAT score based on interactions
Extended the client base through positive, empathetic communication, resulting in a net promoter score of over 50
Led a group of 20 employees through conflict resolution training, and updated onboarding processes that improved employee retention by 23%

Tip 4: Customize your customer service resume for the job

Just as every company is different, no customer service position is identical. So, why would you submit the same resume for multiple customer service job applications? Tailoring your resume shows you have researched the job and helps corroborate your candidacy.

Check the following list for advice on how to customize sections of your resume:

Mention the company by name and what you hope to accomplish. Check the “job details” section of the job description to see what the company hopes to achieve, whether it’s boosting customer loyalty or increasing customer satisfaction.
Many customer service jobs require similar skills, but that doesn’t mean your skills should stay stale. Check the job description’s qualifications to scan for skill keywords to use. Keep it under 10 to avoid being excessive.
Include the job description requirements in your resume as much as you can. If the job description says they’re looking for someone who will “standardize quality customer service through positive customer interactions,” mimic that wording on your resume to describe your past achievements. This helps make your resume ATS-friendly while highlighting your skills.
No matter the customer service role you’re seeking, there are many ways to write your resume so that it’s relevant and unique to every application:

Customer service resume

All of these are good ways to customize your job description points.
Include a concise objective that mentions the company by name, and highlight why you’re qualified for the job.
Have you assisted large volumes of customers or boosted overall customer numbers? Have you increased efficiency or used specific software discussed in the job description?

Customer service rep resume

Outcomes like increased sales or error reductions are great metrics to include.
Highlight skills like empathy, friendliness, and negotiation in your skills section and job description bullets.
Include your goals for your interactions with customers, like “established lasting relationships” to draw attention to your interpersonal skills.

Customer service manager resume

Use verbs like “directed,” “led,” or “modeled” to demonstrate productive leadership.
Include a summary to showcase the success of your career so far and what you can bring to your new job.

Entry-level customer service resume

For example, if you were a lab assistant, you had to be highly organized and a great problem-solver, which would work well in a customer service resume.
Stress your ability to work well with people—include any courses, extracurricular projects , or volunteer efforts where you interacted with people consistently.

Retail customer service resume

Include past experience where you solved problems, troubleshot issues, or resolved disagreements.
Anything relating to product management would be an excellent addition—think of past jobs that dealt with marketing or sales, especially if you can provide metrics like increased revenue or reaching sales targets.

Customer success manager resume

CSMs must be able to see trouble coming and steer clear, so include responsibilities where you proactively and positively improved the customer’s experience.
Resilience and tenacity are two core elements of the customer success journey, so long-term projects and goals are solid additions to prove you’re willing to spend the time to get something done right.

Bilingual customer support resume

Include all languages in which you’re fluent in the skills section. Also, make sure to highlight your bilingual (or multilingual) abilities in your objective or summary.
Mention how you improved your customer service strategies or practices as this will show you actively make customer experiences better for everyone.

Customer service consultant resume

CSCs are also great advocates for both the customer and the company. They see things from both the customer’s perspective and the company’s, so keep your resume balanced between your advancements for the company and your success with customers.

The keys to your customer service resume

Resumes are your first impression, so it’s important you make a good one. By taking the extra time to customize and adjust your customer service resume, you’ll catch the eye of hiring managers. With your list of relevant skills, professional formatting, specific job metrics, and customized additions, your resume is sure to stand out from the competition.

Upload your resume to our resume checker to see if your resume meets our AI-powered recommendations. If you’re starting from scratch, use our resume builder , which allows you to create resumes from the ground up with helpful hints and tools from BeamJobs. If you’ve made it this far, it’s safe to say you’re well on your way to crushing your customer service resume!

From work devices to résumés: Resources to help you navigate a layoff

From tesla to amazon, more layoffs could be on the horizon. here’s how to prepare for your next interview..

Nearly four months into 2024, companies are still cutting costs. Tesla, Amazon and Apple are among the latest big companies to cut jobs. The near future could bring more.

Many employers are still downsizing because of overly optimistic projections, consumers’ changing habits, technological advances such as generative artificial intelligence , and macroeconomic pressures. Whether your job has been cut or you worry you could see a layoff soon, there are several things you can do to get a head start on your next steps. Job experts suggest that it’s never a bad idea to be prepared.

“These layoffs are being driven by a return of pre-pandemic employment levels,” said Brett House, a professor in the economics division at Columbia Business School.

When it comes to layoffs, most are hitting the tech and financial sectors, House said, with major employers such as Microsoft, Salesforce, Google and Meta slashing thousands of jobs within the past year. Tesla joined the group this week, announcing plans to cut more than 10 percent of its global workforce. Earlier this month, Amazon said it’s laying off hundreds of employees who work on its physical stores technology and sales and marketing teams in its cloud computing division. And for the first time since the pandemic, Apple is making its first big cut, laying off more than 600 workers in California.

The announcement comes after a slew of layoffs at the beginning of the year. Companies including Google, Amazon, Walmart, Morgan Stanley, Disney, Wall Street giant BlackRock and San Francisco-based gaming company Unity reduced head count within the first several weeks of the year.

Overall, the labor market is strong, and hiring has continued despite the cuts, House said. Layoffs will probably continue as companies adjust, but barring a major event, such as a recession, House expects the big cuts to die down later this year.

For workers facing a potential layoff or for those who already have been cut, the stress of job hunting can be overwhelming. Help Desk can assist you in navigating the process, such as by informing you of what to do before returning your work devices, helping you prepare for an AI interview, and offering best practices for getting noticed by your next employer.

We’ve put together a collection of resources you can click through below. And let us know what questions you still have. Drop me a line at [email protected] .

Job recruiters share the top résumé tips to help you stand out in automated screenings and with recruiters.
You may be tempted to use the ‘white fonting’ hack to bypass AI and other tech filters. Learn what job experts advise.
Your next job interview could be judged by AI. Here’s how to prepare .
Check out these 11 tips to plan your health care after job loss.
Read our layoff survival guide to get step-by-step advice on what to do before, during and after you’re let go.
Before you leave your job, take some steps to secure your data before returning your work devices.
Take a look at these apps and tools to help you land your next gig.
Can’t get a call back from a job? You might be making one of these common mistakes.
Learn how to control the narrative on what potential future employers can discover about you.
If you’ve used your company-issued phone for personal as well as professional purposes, leaving your phone number behind may cause some headaches. Here’s how to navigate .

Help Desk: Making tech work for you

Help Desk is a destination built for readers looking to better understand and take control of the technology used in everyday life.

Take control: Sign up for The Tech Friend newsletter to get straight talk and advice on how to make your tech a force for good.

Tech tips to make your life easier: 10 tips and tricks to customize iOS 16 | 5 tips to make your gadget batteries last longer | How to get back control of a hacked social media account | How to avoid falling for and spreading misinformation online

Ask a question: Send the Help Desk your personal technology questions .

From Gen Z to boomers: How to give critical feedback at work Earlier today From Gen Z to boomers: How to give critical feedback at work Earlier today
From work devices to résumés: Resources to help you navigate a layoff April 17, 2024 From work devices to résumés: Resources to help you navigate a layoff April 17, 2024
Gen Z workers can take criticism. You’re just phrasing it wrong. April 10, 2024 Gen Z workers can take criticism. You’re just phrasing it wrong. April 10, 2024

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CPO Resume Sample

Boost your odds of landing your desired job and ignite your resume with our exceptional Chief Product Officer CV. Whether you prefer to use it as is or tailor it to your unique qualifications, our HR-approved resume builder makes the process seamless. Simplify your journey towards your dream job today.

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CPO Resume Sample (Full Text Version)

Felix harrington.

GPA 4.0 (Top 1% of the Program)
The 2013 Academic Excellence Award winner

Work Experience

Spearheaded strategic planning initiatives to optimize company operations, resulting in a 15% increase in overall efficiency and cost savings.
Implemented a comprehensive customer feedback system, leading to a 20% improvement in customer satisfaction ratings and a significant boost in customer retention.
Led cross-functional teams to successfully negotiate key vendor contracts, resulting in a 10% reduction in procurement costs without compromising on product quality.
Developed and executed a robust talent acquisition strategy, resulting in a 30% increase in the recruitment of top-tier candidates and a more diverse workforce.
Developed and executed performance management programs, including goal setting, coaching, and feedback, resulting in a 15% improvement in employee engagement and productivity.
Streamlined HR processes by introducing an automated HRIS system, reducing administrative tasks by 40% and improving data accuracy and reporting capabilities.
Executed comprehensive employee training programs, enhancing staff performance and productivity by 20% within the first year.

Achievements

"Led EcoTech Solutions' HR team in implementing a groundbreaking sustainability-focused employee wellness program, resulting in a 20% reduction in carbon footprint and a 15% increase in employee engagement, reinforcing our commitment to a greener future while fostering a thriving workplace culture."

A Chief Product Officer (CPO) is a senior executive responsible for overseeing the development and management of a company's product portfolio. They play a pivotal role in defining the company's product strategy, aligning it with business goals, and ensuring that products meet customer needs and market demands. CPOs lead cross-functional teams, including product managers, designers, and engineers, to drive product innovation, development, and successful launches. They are also accountable for product performance, market competitiveness, and revenue growth, making them integral to a company's overall success in the market.

Tomáš Ondrejka

Tomas is the CMO and co-founder of Kickresume, the company that has already helped nearly 4,000,000 job seekers land their dream jobs. Although these days his role revolves mostly around Kickresume's marketing strategy, he still likes to share his extensive knowledge of resumes and personal branding with job seekers around the world. Also, due to the nature of his work, he consumes an unhealthy resume-related content on daily basis.

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3 ways to leverage LinkedIn for your job search, according to a recruiter with 26 years of experience

Job seekers can optimize their LinkedIn usage by treating their profile like a résumé.
LinkedIn can be seen as a library of other professional résumés that candidates can use to compare themselves to.
Maintaining a dynamic profile and sharing content increases chances of being spotted by recruiters.

For most job-seekers and recruiters alike, LinkedIn plays a huge role in the recruiting process.

Employees have plenty of reasons to take a peek at their profiles, even for those not actively looking for a new role. Nearly a quarter of US workers surveyed by Gallup last year worried their jobs will be replaced by technology. With layoffs hitting across industries and companies taking huge bets on AI , survival efforts like upskilling , networking , and revamping online profiles are more important than ever.

Some career experts liken LinkedIn to a living, breathing CV, while others say they spend longer on a candidate's LinkedIn profile than on their résumé.

LinkedIn's job posts are the obvious first stop for those looking for a new role. But there are other ways you can leverage the platform in your next career move.

One strategy is to follow the companies you'd like to work for to stay in the loop about job openings, company news, and industry trends, Nick Shah told Business Insider. Shah is the founder of Peterson Technology Partners , a 26-year-old tech staffing agency based in Park Ridge, Illinois. A spokesperson said the company placed over 300 people in the past year and screens about 1,000 candidates monthly.

Shah shared three other ways candidates can optimize LinkedIn to stand out to hiring managers.

1. Treat your LinkedIn profile like a résumé

People are used to enhancing their résumés to stand out in employers' keyword-searching software. Add those phrases to your LinkedIn profile too, because recruiters look for candidates by typing in industry-related keywords, Shah said.

2. Use it for healthy comparisons

LinkedIn is a library of professional profiles.

"To make your profile stand out and get noticed by recruiters, it can be helpful to compare it to profiles of people working at companies you admire," Shah said.

By comparing their LinkedIn page to yours, you can find gaps in your own profile information and skills you might consider developing, Shah said. Keep a close eye on your work experiences section, which should include clear and succinct examples of your work, and result metrics.

3. Make yourself visible

Regularly share content and engage with posts from your network. This engagement increases your chances of being spotted by recruiters and hiring managers, Shah said.

Candidates can post articles on the platform or contribute to the newer "collaborative article" tool, which allows users to share under a LinkedIn-created prompt.

Watch: Marketing leaders from Amazon, LinkedIn, Lego Group and more tell Insider what pandemic-fueled business changes are likely to stick around

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How to write a BPO resume. Follow these steps to create a strong BPO resume: 1. Review the job description. A job description helps you determine which qualities, skills and experience the hiring manager prefers in an ideal candidate. You can select keywords from the description to feature in your BPO resume.
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Sample Retail Assistant Manager Resume—Skills List. Business Development: Developed new business to push sales revenue from $750,000/yr to $1.1 million in 1 year. Lead Conversion Solutions: Increased staff training to drive lead conversion up 20%. Budgeting: Cut inventory costs by 25% through annual trend analysis.
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800+ Resume Examples and Guide for 2024. By Kellie Hanna, CPRW, Career Advice Expert Last Updated: February 22, 2024. Browse top resume examples by job, industry, format, and experience level. Our team of Certified Professional Resume Writers (CPRW) creates and approves every sample. Import existing resume Build my resume.
Bpo Team Leader Resume Sample
Search for resumes by industry, job title or keyword. search. bpo team leader resume example with 14+ years of experience. Jessica Claire. Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - [email protected] - - Summary.
Operations Senior Manager Resume Samples
Conducting line management for operations managers, including performance management and coaching (around 150 FTE) Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals. This role manages the performance, functions and activities of the Manager (s) and department.
430+ Resume Examples for Any Job or Experience Level
Yes, these are the best resumes for 2024 because each one is: Up-to-date: Each resume example is kept up-to-date by our team of career experts, and its page is regularly reviewed to ensure the content is relevant to current industry standards. Written by experts: All of our resume samples are either written by human resources (HR) professionals and career advisors or are real resumes written ...
A complete guide to KPO (2024): Meaning, types, pros & cons
KPO jobs tend to be more complex since they involve core business functions. The service providers may also play a role in decision-making or advising. A typical example of a BPO service is a BPO call center. BPO call center agents can take customer support calls, provide basic technical support, or make marketing calls. In comparison, KPO call ...
A KPI Resume Breakdown: Quantifying Success in Every Role (30+ Examples
Marketing KPI examples: Return on marketing investment (ROMI). Customer acquisition cost (CAC). Conversion rate. Number of leads generated. Social media engagement rate. Project Management KPI examples: Percentage of projects completed on time. Percentage of projects within budget.
26 Customer Service Resume Examples for 2024
Many customer service jobs require similar skills, but that doesn't mean your skills should stay stale. Check the job description's qualifications to scan for skill keywords to use. Keep it under 10 to avoid being excessive. Customize your job description bullet points. Include the job description requirements in your resume as much as you can.
Advice, tips if you're laid off from job searching to your resume
Drop me a line at [email protected]. Job recruiters share the top résumé tips to help you stand out in automated screenings and with recruiters. You may be tempted to use the 'white ...
CPO Resume Sample
Tomas is the CMO and co-founder of Kickresume, the company that has already helped nearly 4,000,000 job seekers land their dream jobs. Although these days his role revolves mostly around Kickresume's marketing strategy, he still likes to share his extensive knowledge of resumes and personal branding with job seekers around the world.
3 Ways to Leverage Linkedin to Find a New Job
Keep a close eye on your work experiences section, which should include clear and succinct examples of your work, and result metrics. 3. Make yourself visible. Regularly share content and engage ...