The Director of Customer Support is a key strategic and operational leadership role accountable for the development and improvement of customer service and the strategic development of operational requirements, and process, and technology. Core duties related to the post are listed on the Director of Customer Support Resume as – leading and developing operational management team, creating a culture and processes to achieve business goals, and objectives; enhancing the first call resolution, identifying new tools and technologies to serve customers better, driving better sales through service; providing feedback and root cause analytics to identify improvements; and developing improvements and embed successful change projects.
The most sought-after skills for the post include the following – experience in managing operational customer service teams, strong strategic and customer focus, a good understanding of the wider issues that impact relevant markets; relationship management experience; the ability to interpret MI/BI and develop strategy and make recommendations. Those who want to make it big in this career should hold a degree and gain several years of work experience.
Headline : A Director of Customer Support professional with a track record of successfully implementing common-sense solutions to the work environment: streamlining work processes, creating a culture of customer focus, ability to maximize profitability. An established track record of success with start-up and turnaround situations by displaying leadership and management skills in recognizing resource needs and providing solutions in an efficient, cost-effective manner.
Skills : Efficient And Multi Task-Oriented With Attention To Detail, Technically, And Analytically Minded, Basic Accounting, Internet/Social Media, Windows, Microsoft Office, VeriFone Processing Terminal, Knowledge Of All Modern Office Equipment, Practices And Processes.
Description :
Directed Customer Service/ Tech Support/Billing Call Centers and Field Offices for key control and data services within Real Estate, Automotive and Industrial businesses.
Oversaw staff of 165 employees for domestic and international locations (OR, 4 locations in AZ, OH, GA, Mexico, India) with a budget of $5.3M.
Revised organizational structure to include Supervisors, Senior Associates and an internal Help Desk.
Added Contact Center Technology (CMS, Workforce Management, NICE Call Coaching) resulting in 200%+ improvement in Service Level, AHT reduction of 50% and a 300% reduction in abandoned calls.
Implemented an outbound sales program, converting existing customers to higher-end devices, resulting in a 20% conversion, and 10% lift on inbound sales conversion.
Implemented automated customer surveys for all lines of business leading to 95% + customer satisfaction.
Successfully transitioned the Billing Call Center to an off shore partner, resulting in a reduction of 20 FTEs, reducing cost by 35%.
Experience
5-7 Years
Level
Executive
Education
BA In Political Science/Business
Director of Customer Support Resume
Summary : Candidate offers 12 years of director and manager-level experience in technical and healthcare environments. Successful track record leading teams, building processes and working directly with customers. Areas of specific expertise include call center management, achieving services certifications, soft skills, and building outstanding externally recognized services with limited resources. Extensive technical experience with CRM and ERP (supply chain) software.
Directed all aspects of Vital Images' product support operation.
Built department from small team to a tiered 24x7 organization responsible for global support of all products, and recognized as a top achieving services organization by JD Power.
Led projects such as product recalls and the implementation of new technical tools and processes.
Met directly with hospital radiology directors and executives to resolve high level questions/concerns with Vital Images products and services.
Restructured team to better align management and technical support personnel with changing products and customer base.
Applied for, and directed team to achieve TSIA's (Technology Services Industry Association) Support Center of Excellence award.
Consistently led team to achieve statistical success in areas critical to a healthcare environment: Independent customer satisfaction surveys revealed overall opinion of service average scores of 4.6 on a 5.0 scale.
Experience
10+ Years
Level
Senior
Education
Bachelor Of Arts
Director of Customer Support Resume
Objective : Many years experienced in supporting computers and software. I've diagnosed and repaired computer problems and I've evaluated software issues to determine the problem and then corrected the problem. Supporting network printers and direct connect printers as well. Proficient in Excel, Word, Outlook, PowerPoint, Adobe Acrobat, and Photoshop.
Provided lead generation products and services, as well as a variety of informational and coaching products.
Reported directly to the COO on company initiatives, strategic vision, staffing and the creation of programs to measure product performance and customer satisfaction.
Responsible for the customer experience of the subscription based CRM software that supports over 14,000 active users.
Led customer on-boarding and retention programs as well as manage the informational product fulfillment team.
Managed call volume, staffing, help ticket system, Salesforce CRM, and companywide internship program.
Supervised a staff of 15 technical supports specialists.
Built team to focus on areas listed as most important to the customers such as speed to answer (average time to respond under 30 seconds) and speed to resolution (75% first day case resolution in a highly complex technical environment).
Experience
2-5 Years
Level
Executive
Education
Bachelor Of Science
Director of Customer Support Resume
Summary : Director of Customer Support with 25+ years of achievement attesting to expertise to analyze all facets of organizational operations, identify areas of opportunity, formulate forward-thinking solutions and facilitate cooperation between stakeholders to lead change in aligning resources with evolving organizational priorities; attaining goals in high-stakes arenas.
Directed the operations of the technical support, customer service and order management call center; the distribution/fulfillment warehouse and the repair/rebuild service center for a $254 million manufacturer and distributor of personal computers and peripheral products.
Directly responsible for 7 exempt level employees and over 190 non-exempt employees.
Implemented process improvements resulting in the following: Decreased Call Center answer times from 4:27 minutes to 2:53 minutes.
Increased inbound answer rates from 31% to over 70%.
Increased calls per representative from 2.95 to 4.43 calls per hour.
Created training lab for technical support representatives, reducing average talk time from 15:22 minutes to 12:88 minutes.
Improved shipping accuracy and product flow by implementing bar code systems.
Experience
10+ Years
Level
Senior
Education
Bachelor Of Science
Director of Customer Support Resume
Objective : To get deeper into the field of Information Technologies and improve my knowledge and skills. Hoping to better me and help improve me and my team to take us to the next level.
Skills : Planning Skills, Customer Service.
Description :
Responsible for overseeing a team of talented technical professionals critical to the overall success of the company.
Worked closely with application development, product development, and the customer service teams to ensure the best possible support is provided to both internal and external customer groups.
Led the transition of the Software Support Team from a call back transactional support alignment to Live Answer support structure in less than 60 days.
Implemented a professional review and assessment policy and procedure to award and promote achievement within the Customer Support group.
Managed a team of 16 Technical Customer Support technicians in two states.
Interacted with customers on escalated support requests daily.
Implemented cross functional meetings with the application development and implementation teams aligning business initiatives, product improvements and knowledge across functional teams leading to a better support experience.
Experience
2-5 Years
Level
Junior
Education
MS
Director of Customer Support Resume
Summary : Director of Customer Support with 14+ years of experience in managing the complete customer relationship management from initiating services, problem resolution, strategic planning, project management, training and retention. Known for innovative management style, cohesive team development and team training that get results.
Skills : Microsoft Excel, Microsoft Office, Powerpoint, Word, Outlook.
Description :
Responded to customer problems with the Choose Energy website.
Monitored chat, and calls making sure the agents are stating the correct information to the customer, or potential customer.
Processed daily reports.
Exceeded customer expectation on a daily.
Created the ticket platform utilized for every day usage.
Created a label lead identifying certain issues that might be arising or that have started.
Implemented growth paths for Customer Support Technicians and successfully mentored several technicians to success in different areas of the company.
Experience
10+ Years
Level
Senior
Education
Business Management
Director of Customer Support Resume
Objective : Responsible for Working closely with legal, compliance, marketing, product and engineering, and the executive team in creating and maintaining the brand reconciliation process.
Skills : Microsoft Office, Microsoft Office, Customer Service, Project Coordination, Management.
Description :
CA Remotely managed and directed customer support department for company enabling independent filmmakers and screenwriters to utilize online system to submit works to festivals and competitions worldwide; lead support for client base of over 1 million customers in 180 countries.
Served as liaison between customers and IT, diagnosing/troubleshooting system issues, directly assisting external/internal customers, reporting findings and CS trends to IT for resolution.
Prioritized sprint work and helped manage severity levels.
Oversaw quality assurance, performed related testing, and created test plans for entire site migrations.
Served as integral member of executive team, collaborating on business strategy, emerging trends, and pricing.
Delivered company-wide system demonstrations and online demos for film students and customers.
Generated, analyzed, and presented metrics reports.
Experience
2-5 Years
Level
Executive
Education
Bachelor Of Science
Director of Customer Support Resume
Objective : Achievement Driven Customer Focused Problem Solver Detail Oriented Innovative Risk-taker Successful customer advocate and change agent in both startup environments and fortune 500 call centers. Led several key initiatives in large call centers to re-engineer operations and success metrics to improve customer satisfaction and reduce operational costs.
Skills : SAAS Support, Contact Center Management, Technical Support, Reporting & Analytics, Team Building, Startups.
Description :
Provided direction and project management of cross functional team responsible for a variety of project and product management activities including: opportunity analysis, process redesign, technology implementation, change management.
Analyzed service standards, trends and issues to develop new business strategies.
Responsible for forecasting, scheduling and maintaining appropriate key performance indicators including net sales and net income.
Analyzed and provided best practice solutions for complex business issues related to the operational implementation of process changes, Web site design and functionality, customer e-mail management and order entry/management, and point-of-sale system functionality.
Identified opportunities to cross-sell products and leverage strong client and broker relationships.
Provided consultative services and information regarding emerging industry trends to assist clients in developing new and unique solutions.
Developed CRM marketing strategy for differentiating and monetizing services and developing customer loyalty metrics.
Experience
2-5 Years
Level
Executive
Education
Bachelor's
Director of Customer Support Resume
Objective : Highly analytical technical troubleshooter and project manager. Strong aptitude for identifying cost-saving measures. Quickly identifies and addresses product weaknesses and usability issues. Analyzes and deconstructs complex technical problems while generating multiple courses of action for resolution.
Skills : SQL, XML, API Integration, Basecamp, Glance presentation.
Description :
Created and managed all customer knowledge base material, internal knowledge base wikis.
Defined, diagnosed, and managed 25-200 user issues daily.
Escalated system errors to IT.
Addressed user issues directly whenever possible.
Managed a $6 million service part inventory.
Initiated and advised an employee-driven safety committee.
Retained staff at a high rate in what is typically considered to be a high burn-out environment (yearly attrition rate under 10%, near 6% for 2014, and yearly employee satisfaction surveys showed the Vital Support department to be at or near the top of the company in employee satisfaction.
Experience
2-5 Years
Level
Executive
Education
Bachelor's
Director of Customer Support Resume
Summary : As a Director Of Customer Support, responsible for Continuously building, leading, and developing the North America Customer Support team to success, crucially responsible for both capability and culture, Reporting into Customer Support Director, but responsible for liaising with the US VP of Brand wider leadership team on market performance.
Skills : MS Office, Adobe, AutoCAD, project management, personnel management, project recovery, ODA experience.
Description :
Responsible for assessment of all phases of service lifecycle to meet current and future customer needs and ensure high-level customer satisfaction.
Provided effective communication with upper-level management, development team, support team, vendors, and distributors in the field concerning technical issues, outages, customer concerns, service delivery goals, and service level agreements.
Oversaw service delivery standards and provide training to support staff, distributors, and customers using the software.
Assisted the support team in troubleshooting issues that require special handling and or escalation.
Responsible for Tier 3 customer service tickets involving texting campaigns, web pages, and social media automated postings.
Determined risk assessment when delivering new products and services ensuring that IT Services remain continuously aligned with business requirements.
Provided ongoing Continual Service Improvement (CSI) by identifying and implementing deliverables to improve service quality and meet agreed service targets.
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