A Service Operations Supervisor is hired to keep track of key performance indicators across different functions, including IT, customer support, and finance. The job description entails monitoring compliance with operational policies, and the progress of administrative tasks. A well-drafted Service Operations Supervisor Resume mentions the following core duties – overseeing efficiency of operational process, participating in strategic planning, and goal-setting for various business functions, analyzing business requirements and customer needs, researching methods to improve operations and reduce costs, supervising and training employees, and providing administrative support.
Those seeking this job role must mention on the resume the following skills – hands-on experience in implementing operational processes, excellent project management skills, knowledge of operational principles and policies, organizational skills, attention to detail, and team leadership. A degree in operations management or business administration is a plus.
Summary : Service Operations Supervisor professional highly effective at incorporating creative leadership skills to achieve business objectives. Areas of expertise include conflict management and employee training. Extensive background in employee management, hiring, and training/development. Highly detail- oriented and organized.
Skills : Call Center Management, Customer Service, Insurance, Microsoft Office, Hiring, Training, Performance Evaluation.
Description :
Planned and managed the overall service and warehouse activities for the service business.
Directed and coordinated activities of service associates, technicians and warehouse staff in product repair.
Implemented and maintained a repair process that complies with established internal documentation.
Responsible for managing, directing, and coordinating the activities of the service staff.
Planned service operation, establishing priorities and sequences for repairing products.
Ensured products are repaired according to company standards as outlined in Work Instructions.
Coordinated service activities to insure quantity and quality of products meets established specifications.
Experience
10+ Years
Level
Senior
Education
Certificate In Accounting
Service Operations Supervisor Resume
Summary : Service Operations Supervisor Customer Support Strategist Inspiring and collaborative operations leader with 13+ years of experience directing successful initiatives that improve processes and deliver operational excellence. A natural leader and mentor who encourages the best from others, excels at shaping culture, and quickly earns the confidence of employees.
Skills : PowerPoint, Customer Service.
Description :
Managed 70 CSRs to ensure that service level metrics and customer service standards were met.
Created work flows and departmental procedures to better streamline processes and increase efficiency.
Collaborated with other department Supervisors and Managers to identify and resolve issues.
Regularly met with 27 direct reports each month to discuss monthly reviews, QA, existing issues, answer questions, including disciplinary actions, and to enable my team to better contribute ideas for the overall success of the department.
Handled escalations, questions, and issues from Maximus, HHSC, contracted providers, and members.
Conducted training classes and created special training programs to better educate staff and fill gaps in the learning processes.
Handled escalated calls from CSRs.
Experience
10+ Years
Level
Senior
Education
MS
Service Operations Supervisor Resume
Summary : Service Operations Supervisor for world's leading Fortune 500 Soft Drink Beverage Company. Director Parts and Service for Commercial Wholesale Food Service Equipment Company. Expertise in purchasing, sales, distribution demand, and supply chain balance for equipment, parts and service. Proven success achieving on-time delivery metrics while minimizing on-hand inventory levels.
Skills : Bilingual, Shiatsu Massage, Swedish Massage, Reiki, Martial Arts, Microsoft Office.
Description :
Directed reports 9; indirect reports 11; employees 72 Supervised daily Service Warehouse Operations and parts department.
Worked directly with all department personnel to reduce service costs while increasing efficiencies and inventory control.
Worked with staff to direct and develop improved attaching of assets to outlets and finalization of all equipment movement orders.
Provided weekly on hand inventories to directors, managers, and all related sales staff.
Coordinated all inbound and outbound equipment with manufacturers, suppliers, and carriers.
Presented key business indicators reports on cost, quality, customer satisfaction, and account retention.
Ensured compliance of company policies and procedures and data integrity as it related to all service activities.
Experience
10+ Years
Level
Senior
Education
High School Diploma
Service Operations Supervisor Resume
Summary : Highly qualified Service Operations Supervisor with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment on which your company prides itself.
Skills : Organization, Investigation, Negotiation, Time Management, Professionalism.
Description :
Responsible for providing leadership and guidance to a multi-skilled team of phone representatives and claims processors in order to provide outstanding service to Aetna members and healthcare providers.
Monitored and coached employee performance and ensure employee compliance with federal and corporate guidelines.
Maintained phone service levels of at least 75% of calls answered within 30 seconds for ten separate phone lines carrying up to 1500 daily calls through efficient staff monitoring via Avaya phone software.
Ensured phone quality goal of at least 97% is achieved by observing and grading individual representative's phone calls.
Helped turn around a representative struggling with low production by creating and administering a custom improvement plan.
Maintained smooth operation of the call center by monitoring staff attendance and coaching those who consistently miss attendance expectations.
Encouraged representatives to pursue internal development and upward mobility through customized skill-path and development plans.
Experience
10+ Years
Level
Senior
Education
Master Of Business Administration
Service Operations Supervisor Resume
Summary : Powerful combination of Operations Supervisor, Training Coach, Customer Service Professional and Human Resource Team member with 17 plus years' Property Casualty insurance experience training and managing teams on and offshore. Excel in quality assurance, strategic planning, project management, resolving difficult issues, and achieving goals in a timely manner to achieve customer satisfaction.
Skills : Customer Service, Dispute Resolution, Client Relations, Management, Process Improvement, Investigations, Case/File Management, Public Speaking, Training.
Description :
Developed a happy, well-organized team by encouraging a culture of integrity, collaboration, knowledge sharing, and mutual respect.
Partnered as a team to develop our strengths.
Cross-trained and promoted within the team to provide efficiency and process improvement.
Assisted three team members to achieve promotions.
Created a culture of accountability, external focus, innovation, and collaboration.
Experienced training and supervising people of all ages and backgrounds has given me the tools to be a strong team player, leader and mentor Reduced the team backlog by more than half, in the first three months of leading the team.
Improved our customer service while training three offshore teams in India and remotely managing and maintaining our workload.
Experience
7-10 Years
Level
Management
Education
High School Diploma
Service Operations Supervisor Resume
Summary : As a Service Operations Supervisor, responsible for Directing accounting, billing, finance, loans, audits, benefit calculations, illustrations, endorsements, customer billing/accounting, data management of services/claims including TPA & HIPAA compliance and standards to include 835 remittance advice, 837 claims, 277/276 claim status', ICD-9 coding, etc.
Improved Customer Service Excellence by evaluating service metrics, monitoring results, and streamlining workflow Implements and manages Customer Service Excellence program that improved measures from 78%.
Provided developmental feedback to all direct reports (~10-15) regarding routing and coordinating efficiencies; coached direct reports to assure adherence to policies and procedures while completing all required daily supervisor tasks.
Acted as first-level escalation for any issues identified by FRCs.
Worked to resolve routing and booking issues identified by FRCs and field operations partners.
Collaborated with field operations partners to ensure Best in Class customer service, supporting both internal and external customers
Identified opportunities for process improvement; collaborate with business partners to determine how to document and implement process changes.
Experience
10+ Years
Level
Senior
Education
MS
Service Operations Supervisor Resume
Summary : To obtain a position as an Internal Auditor with a large and dependable financial institution, in which my experience can be an asset in the growth of the company, Creating and implementing new methods.
Skills : Proficient In Microsoft Office, Training Skills
Description :
Provided leadership and supervision to a $5.5 million, 27-bay service department.
Maintained daily contact with customers, visited key accounts, reviewed s surveys, implemented benchmarked best practices and analyzes information for a Fortune 500 Company.
Coached, trained, and developed a team of 26 Master Technicians.
Developed Technician Incentive Program that resulted in a 13% reduction of lost labor hours.
Successfully reduced recordable safety incidents year over year by an average of 4% per year.
Planned and led daily and monthly department meetings.
Directly supervised about 30+ on-shift Field Resource Coordinators (FRCs) to meet key operational metrics including job completion, Satellite TV Technician productivity,on-time arrival per service call, and customer satisfaction.
Experience
10+ Years
Level
Senior
Education
MS
Service Operations Supervisor Resume
Headline : Service Operations Supervisor has Directly supervised about 30+ on-shift Field Resource Coordinators (FRCs) to meet key operational metrics including job completion, Satellite TV Technician productivity,on-time arrival per service call, and customer satisfaction.
Skills : Microsoft Office, Operational Skills.
Description :
Managed several teams of policy service, underwriting, and coding specialists who supported agents and customers in a contact center environment.
Managed team performance including work quality, productivity, job knowledge, customer experience, and expected competencies.
Trained employees on specific policies and coding transactions that were handled offline.
This included discount overrides, customer verification, and DMV verification.
Created and implemented plans to constantly improve team performance and develop team member skill sets.
Scheduled goal-setting meetings to continue employee development by coaching and preparing them for advancement through career path.
Appointed project manager of the workload transition to another service center.
Experience
5-7 Years
Level
Executive
Education
Business Management
Service Operations Supervisor Resume
Headline : Seeking a challenging Service Operations Supervisor position as an account manager utilizing my experience in healthcare and product services background.
Skills : Planning Skills, Developing Skills, Communication Skills.
Description :
Processed was successfully completed in 6 months.
Developed and maintained numerous departmental reports to improve current work processes.
Developed and communicated repair plans to a diverse customer base.
Coordinated business unit production, quality, efficiency, and resolution of issues.
Maintained timely and open communication with direct reports during the acquisition of Coventry by Aetna by holding regular team meetings.
Acted as the first point of contact for all personnel issues within the FRC team to include hiring, disciplinary actions, processing payroll & time-off requests, as well as any other employment-related items.
Provided training to new FRCs; perform monthly evaluations/reviews and deliver feedback sessions to direct reports.
Experience
5-7 Years
Level
Executive
Education
GED
Service Operations Supervisor Resume
Summary : A challenging and rewarding career that will provide professional and personal development where I can apply my years of work experience on a daily basis.
Skills : Microsoft Office, Management, Management, Manufacturing Skills.
Description :
Managed all aspects of the Service Department in a retail location.
Designed and setup service facility in each location.
Recruited, interviewed and hired all employees.
Managed employee's performances and skills.
Responsible for financial success of each facility.
Provided reports on each store status, and future goals.
Managed turn around times and problem solving for backed up stores.
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