resume

Not in love with this template? Browse our full library of resume templates

boy

Build your resume in 15 minutes

Use professional field-tested resume templates that follow the exact resume rules employers look for.
26

customer success manager

  • evaluate, build and revamp processes/SOPs to improve daily operations
  • create/maintain the CS team’s handbook to ensure that necessary policies are in place and agents have all the information they need to succeed in their role
  • hire new agents and ensure that team members have appropriate training and skills to perform their tasks
  • handle escalation requests in a manner that’s fair to both the company and the customer
  • create templates/canned responses that reflect the company’s tone/language
  • evaluate agents’ performance and conduct one-on-ones with agents to support positive behavior and provide coaching on areas that could still be improved
  • create weekly reports about the team’s performance
27

customer success manager

  • Work for the Cognizant Campaign, to resolve tech issues faced by the client. 
  • Train and instruct employees in job duties or company policies and arranged for additional training to be provided if necessary. 
  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints and disputes.
  • Coordinate promotional activities and trade shows, working with salesmen, developers, and marketing agencies to market our products and services.
28

customer success manager

  • Currently managing companies strategic account. Mainly focus on pre-sales in existing account  and project delivery. 
  • Managing IVR, chat and Video solution deployed for client in Singapore,Indonesia, Hong Kong and India with two business groups and around 1K+ CC agents. 
  • Led teams across broad technical, financial and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results. 
  • Supporting UC solution not limited to : Voice as a Service (VaaS), IVR, Chat , video solution projects for CISCO, Avaya contact center primarily supporting financial sector responsibilities included but not limited to SOW compliance, resource, risk management, communication planning and performance reporting, quality management  and production deployment, problem management, customer satisfaction Well versed in IVR, Avaya , IIS, Tomcat 9.0, SIP, SQL 
  • Project Delivery involving Contact Center Suite of products including CTI Solution development and complex integrations (MQ, screen-scrapping, SOAP, JSON API etc.) 
  • Successfully migrated six IVR hotlines and  600+ contact center agents  for IVR and chat channel within time and budget for Avaya infrastructure and increasing productivity by 10% and reduced abandoned call by 90% .  IVR redirection using personalized journeys to drive digital adoption.  Managed cross functional team of 10 to 12 technological professional engaged in development, QA and implementation. 
  • Implemented VTM solution for Singapore’s top most bank by integrating with CISCO for audio, Finesse and WebRTC VP9 codec for video. Agent desktop integration with VTMA systems to allow agent authenticate customer transaction. This solution integrated with banks CRM, SOI and AD system. 
29

customer success manager

  • create weekly reports on how the products/stores are performing (Shopify and Amazon stores)
  • collate customers’ feedback and share them with the relevant team to help improve products and processes
  • respond to customers’ messages/inquiries
  • monitor and respond to social media comments and Amazon reviews
  • Implemented Chat solution which has integrated with Bank’s chat bot using Tetherfi and Avaya products. This is onboarding 100+ agents for chat and callback solution for bank’s digital first initiative in India. 
  • Honored with “Circle of Excellence” award in 2019 in recognition of outstanding project results.