customer service experience on a resume

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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

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

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!

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How to List Customer Service Skills on a Resume

Last Updated: June 18, 2023

Creating a Skills-Based Resume

Targeting your resume to your desired position, expert q&a.

This article was co-authored by Kent Lee . Kent Lee is a Career and Executive Coach and the Founder of the Perfect Resume, a career development services company based in Phoenix, Arizona. Kent specializes in creating customized resumes, LinkedIn profiles, cover letters, and thank you letters. Kent has over 15 years of career coaching and consulting experience. Previously, he has worked as a Career Consultant for Yahoo and has worked with thousands of clients including Fortune 500 executives from around the world. His work and career advice have been featured in ABC, NBC, CBS, Yahoo, Career Builder, and Monster.com. This article has been viewed 42,431 times.

Customer service experience can be a valuable skill in many jobs, so including them on a resume is a no-brainer. These skills will tell future employers that you're independent, reliable, and up to any task. After all, you've run the customer service gauntlet and emerged victorious. We'll help you craft a skills-based resume, as well as tailor your resume to your prospective jobs.

Things You Should Know

• Write each major skill, like managing customer complaints, as its own subheading.
• Use bullet points to write more specific skills, like placating customers, under the subheadings.
• Make a work history section that details the skills you used in each position.

• For instance, you could add skills such as "Addressing Customer Complaints," "Checking Customers Out," and "Encouraging Repeat Business Through Diplomacy."

• Engaged with the public to address issues and problems.
• Placated customers until their issue could be addressed.
• Designed and implemented solutions to solve customers' problems.
• Followed up with customers to ensure issue was solved.
• Pay attention to your target audience. For instance, if you're trying to move from sales or a burger job to a library job, replace "customer" with "patron" or "users."

• For instance, if you're trying to land a job as a call operator, you'll likely need skills like "Addressing Customer Complaints," "Encouraging Good Customer Relations by Remaining Calm and Polite," and "Good Listening Skills."

You Might Also Like

• ↑ https://www.hcareers.com/article/career-advice/beef-up-your-resume-dont-let-lack-of-experience-limit-you
• ↑ Kent Lee. Career & Executive Coach. Expert Interview. 2 April 2020.
• ↑ https://owl.english.purdue.edu/owl/resource/927/02/
• ↑ https://www.themuse.com/advice/is-a-skillsbased-resume-right-for-you

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Customer Service Resume [2024] - Examples & Guide

Looks great, right?! Follow the steps below to create a resume that’ll have employers in a frenzy to hire you.

You’re a customer service representative.

You keep customers satisfied by providing solutions to their concerns.

But now it’s time to ease your future employer’s concerns by providing a resume that shows your value as a customer service employee.

This involves highlighting your most notable skills and experiences.

Not sure how to do this?

Well, just follow the simple steps in this guide.

• An example of a finished customer service resume that works
• How to write a customer service resume that’ll fill up your interview diary
• How to make a customer service resume stand out [with top tips & tricks]

Before we get into the details, you can check the customer service resume example at the top, created with our very own resume builder .

Looking fore more specific resume examples? Check out this list of customer service resume examples:

• Barista Resume
• Bartender Resume
• Server Resume
• Waiter Resume
• Receptionist Resume
• Cashier Resume
• Event Planner Resume
• Flight Attendant Resume
• Bar and Restaurant Manager Resume

How to Format a Customer Service Resume

Before you can serve the hiring manager, you need to organize your work station!

But what do we mean by this?

Well, just like your work station, your resume needs to be arranged in a way that doesn’t lead to confusion and delays.

Choosing the correct resume format allows the hiring manager to instantly see your most notable achievements, instead of having to hunt for them. 

The most common resume format is “ reverse-chronological ”, and it is one that we always recommend to customer service representatives. 

The following two resume formats also get our approval…

• Functional Resume – If you’ve got the natural talent to help customers, but lack the hands-on experience, this resume format is recommended. A functional resume focuses on skills, which makes it ideal for those who lack experience or who have gaps in their employment history.
• Combination Resume – Have previous experience in the customer service industry? Then you may want to use this format. Specifically, the format combines both “Functional” and “Reverse-Chronological”.

Use a Customer Service Resume Template

Right, time to fire-up your text editor and get typing!

But wait there.

Although great for creating simple files, there are better alternatives when creating a customer service resume. 

You see, text editors don’t hold its structure, which can result in layout breakages.

Want to avoid an afternoon of headache? Use a customer service resume template. You can tailor any of the following resume templates for a customer service specialist resume.

What to Include in a Customer Service Resume

The main sections in a customer service resume are:

• Work Experience
• Contact Information

To really make an impression, you can also add these optional sections:

• Awards & Certification
• Volunteer Experience

Interests & Hobbies

So those are the customer service resume sections , but what do you write for each of them? 

Let’s find out!

Want to know more about the different sections? View our guide on What to Put on a Resume .

How to Correctly Display your Contact Information

You should treat your contact section with the same care that you treat your customers.

Failure to do so could result in misspellings and wrong numbers, which makes it impossible for the recruiter to offer you an interview! 

The contact information section on your resume must include:

• Professional Title – Align this to the role you’re applying for, so “Customer Service Assistant”
• Phone Number – Check each number carefully
• Email Address – Keep your email professional ([email protected]), unlike that one from your childhood ([email protected]).
• Location – City+Country
• Optional - relevant social media
• Joe Blogs - Customer Service Assistant. 101-358-6095. [email protected]
• Joe Blogs - Customer Service Hero. 101-358-6095. [email protected]

How to Write a Customer Service Resume Summary or Objective

Establishments are always on the lookout for customer service representatives.

But this fact only makes competition more intense.

And with this in mind, we shouldn’t be surprised that recruiters spend just a few seconds on each resume.

If only there was a way to get the recruiter hooked and read through your whole resume?

Fortunately, you can this with a resume summary or objective .

As a customer service representative, you know that friendly introductions go a long way. Similarly, both resume summaries and objectives are short paragraphs that introduce your skills and experiences. 

But what is the difference between a summary and an objective?

A resume summary is a 2-4 sentence summary of your most notable restaurant experiences and achievements.

• Enthusiastic customer service representative with five years of retail experience responding to all manner of customer inquiries. Career highlights included being awarded “Employee of the Month” for 36 months out of 48 months and receiving 99% positive customer survey results at XYZ Convenience. Seeking a role at ABC Tech, where my service skills can be leveraged to achieve and maintain the highest level of customer service.

A resume objective is a 2-4 sentence snapshot of your goals and aspirations.

• Passionate and hard-working student working towards graduating with a BA in History from UT Austin. Relevant experience includes serving customers in a campus bar. Eager to become the new customer service representative role at XYZ Tech to leverage interpersonal skills for the highest quality of service.

Got relevant work experience? Use a resume summary. 

Got the skills, but can’t back it up with experience? Use a resume objective.  

How to Make Your Customer Service Work Experience Stand Out

Recruiters hate nothing more than risk.

You see, their job is on the line if they hire the wrong person.

As such, you need to prove you have what it takes, and your work experience section is the easiest way to do that

Here’s the best way for customer service representatives to structure the work experience section:

• Position name
• Company Name
• Responsibilities & Achievements

Customer Service Representative 

YXZ Convenience Store

03/2017 - 04/2021

• Achieved highest up-sell rates in both 2017 (2.8%) and 2019 (3.2%)
• Worked at the customer information desk for 10+ hour shifts
• Welcomed 1000+ customers during store opening event
• Won “Employee of the Month” three months in a row by engaging with customers in personal, yet professional manner

The key here is to showcase how valuable you were to your previous employer. Doing so will have companies competing against each other for your skills.

Instead of saying…

“Spoke to all customers”

“Won “Employee of the Month” three months in a row by engaging with customers in personal, yet professional manner”

Simply put, the first sentence states that you spoke with customers, but it doesn’t say whether you were successful in doing so.  

The second statement goes into more detail and backs-up your claims with awards.

What if You Don’t Have Any Work Experience?

Maybe you’re a student looking for their first customer service job?

Or maybe, you have experience in the field, but never in a retail environment?

Don’t worry, as there are ways to get around this.

All you need are the core job skills and a willingness to learn.

And you can showcase this with related job experience or school projects. 

For example, if you’ve ever worked as a cashier, you can talk about any crossover skills and experiences. Just like a customer service representative, you were friendly, dealt with customers concerns, and operated a POS/computer. 

Use Action Words to Make Your Customer Service Resume POP!

Let’s image that you’re a job recruiter.

Sitting down to read the same generic resumes, one after another.

No one stands out. In fact, all resumes are blending into one.

This exercise highlights the importance of making your resume different from the other applicants. 

One of the best ways to do this is to use power words :

How to Correctly List your Education

After showcasing your experiences, you should delve into your education to date. 

There’s no magic tricks with this section, just enter your education history in this format:

• Degree Type & Major
• University/School Name
• Years Studied
• GPA, Honours, Courses, and anything else you might want to add

High School Diploma

Lynbrook High School, California

Graduated 2018

Still concerned about your education section?

The answers below may help you:

What if I haven’t finished my current education yet?

• No problem. Just mention your education to date

Should I include my high school education?

• It’s recommended to only include your highest form of education. If that’s your high school diploma, then list it

What do I put first, my education or experience?

• For a bartender role, your experiences always come first 

Need more advice? Check out our guide on how to list education on a resume .

Top 10 Skills for a Customer Service Resume

Whether you’re skilled enough to multi-task while on the phone or operate POS systems with ease, the recruiter is waiting to find out. 

However… to keep your resume to one page, you can’t list every skill you own.

So, which skills don’t make the cut?

It comes down to looking at the job description to identify what the company wants from their new customer service representative. 

Will the specific skill be beneficial to the company?

If so, list it!

For some inspiration, here are some of the best customer service resume skills:

Hard Skills for Customer Service Professionals:

• Computer Skills
• Mathematical Skills
• Product Knowledge
• Point of Sale (POS) Systems

Soft Skills for Customer Service Professionals:

• Personable and friendly 
• Endurance (long hours)
• Conflict resolution 
• Time management 
• Team player
• The hiring manager will typically ask interviewees for examples of when they have shown the skill listed. As such, only include skills that you actually posses.

Here’s a more comprehensive list of 100+ must-have skills this year .

What Else Can You Include?

Ask yourself one question..

Is your resume the BEST it can be?

Although we have completed every essential resume section, we have to do everything it takes to win that interview.

Adding the following sections could be the deciding factor in whether you’re interviewed for the customer service representative role or not.

Awards & Certifications

Have you ever won an employee of the year (or month) award?

Have you completed any additional courses to expand your knowledge?

Whether it’s an award or certification, make space for this section if you have something that you’re proud of.

Here are some quick example:

• Employee of the Year 2019 – XYZ Convenience 
• Learning How to Learn – Coursera Certificate

Applying to an establishment in China Town?

Then being fluent in Mandarin is a good way to shortcut your resume to the top of the pile.

Whether the job description requires it or not, being able to speak multiple languages is impressive – and no one can argue with that!

Rank the languages by proficiency:

• Intermediate

Now, you may be wondering, “how does my love of animals affect my customer service skills?”

Well, it doesn’t.

But employers want customer service representatives who will fit in with the rest of the staff.

Your hobbies allow the hiring manager to see behind your qualifications and learn more about who you REALLY are.

Here’s which hobbies & interests you may want to mention.

Include a Cover Letter with Your Resume

As a customer service representative, you need to leave a positive impression.

Your application is no different.

And the best way to leave an unforgettable impression is to write a convincing cover letter.

You see, resumes give the vital information, but nothing speaks to a recruiter like a cover letter that delves deeper into who you are and why you want the job.

Here’s how to create a structure that works.

You should complete the following sections:

Personal Contact Information

Include your full name, profession, phone number, email, and address 

Hiring Manager’s Contact Information

Include their full name, position, location, email

Opening Paragraph

To hook the hiring manager, the start of your resume needs to pack a punch. Use concise language to mention:

• The position you’re applying for
• Your experience summary and best achievement to date

Once you’ve sparked the hiring manager’s interest, you can delve further into the following specifics:

• Why you chose this specific establishment
• What you know about the establishment’s culture
• How your skills will be beneficial to the establishment
• If you have worked in similar industries or positions before

Closing Paragraph

Avoid ending the conversation abruptly, you should:

• Conclude the main points of your letter
• Thank the hiring manager for their time and the opportunity
• End with a call to action. This is a good way to continue the conversation further. A simple “At your earliest opportunity, I’d love to discuss more about how I can help XYZ with...” will work.

Formal Salutations

Although this letter shows your personal side, the letter should end professionally. Use something like, “Kind regards” or “Sincerely.”

For extra advice and inspiration, read our step-by-step guide on how to write a cover letter .

Key Takeaways

You know your customer service skills are good enough to get the job.

And if you follow the above advice, the recruiter will know that too!

Let’s conclude what we’ve learnt:

• The resume format needs to suit your specific situation. Prioritize the reverse-chronological format, and then follow the content layout tips
• Use an attention-grabbing resume summary or objective
• In your work experience section, show your value by highlighting your most relevant and best achievements, rather than day-to-day duties
• Attach a convincing cover letter for a personable application

That was a lot of information, but now you’re all set to make a Customer Service resume of your own!

Suggested Reading:

• Resume Keywords and How to Use Them
• Should You Include a Photo on Your Resume in 2024?
• The Best Strategy for Getting a Raise [+Examples]

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Best Customer Service Resume: How to Make Yours Stand Out [with Examples]

Published: October 19, 2022

One of the great things about customer service is that the skills you develop can be relevant to a lot of different jobs. The best customer service resume showcases those skills along with your unique personality and your diverse experiences.

Successfully marrying all of these elements into a one-page resume can be daunting for anyone. But fear not — there are steps you can take to ensure your resume is as strong as possible without causing you tons of stress.

In this post, let's review the sections you need to include in a successful customer service resume, as well as example resumes that you can use as inspiration for your next application.

Jump ahead:

What is a customer service resume?

How to write the best customer service resume, what to include in your customer service resume, top 10 best customer service resume examples, putting your best foot forward.

A customer service resume provides a comprehensive but concise summary of your job history, professional experience, and special skills in the customer service field. It's also a great place for candidates to showcase any achievements or accomplishments they've had in previous customer service positions.

Some common customer service roles include:

• Customer service representatives
• Customer support specialists
• Customer success managers
• Start from a template.
• Keep it clear and concise.
• Use the right keywords.
• Highlight specific accomplishments.
• Showcase your personality.

As highlighted above and shown in the image below, there are five ways you can write a customer service resume that gets the attention of prospective employers.

Let's review each below.

1. Start from a template.

While it's important to make sure your resume is unique to you, there are a number of templates available to help you get started. For example, HubSpot has a selection of free resume templates that are fully customizable to the job you're applying for.

Featured Resource: Free Resume Templates

Download These Templates for Free

2. Keep it clear and concise.

Keep in mind that you only have a limited amount of time to impress job recruiters. And many are quickly skimming through a sea of resumes for each open position. Keep your resume short and sweet, and make it easy for employers to see that you're the right fit up front.

3. Use the right keywords.

Speaking of skimming, hiring managers are also looking for a few magic words that tell them you're a good candidate to move to the next round. Look at the job description closely, and make sure your resume aligns with the language your prospective employer is using.

4. Highlight specific accomplishments.

It's great to know that you've "positively interacted with customers", but so has just about every other applicant vying for the same position you're applying for. Get specific, and try to quantify your experiences where possible (e.g., resolved x amount of customer inquiries per day).

5. Showcase your personality.

Show recruiters what makes you, you. What qualities will you bring to the team? Infusing your personality is one more way you can separate yourself out from the crowd.

Now that we've reviewed some fundamentals about how to write your resume, let's get into what you should include.

The best sections to include in your customer service resume are an objective or summary along with details about your skills, experience and accomplishments, and education.

Customer Service Resume Objective or Summary (Optional)

Depending on the position, it may make sense to start your resume with an overview of who you are, what you're looking for, and what you'll bring to the position. You can put this in paragraph or bullet-form at the beginning of your resume to make it clear to whoever is reading it.

However, if you're running out of room on the page, it's OK to omit a summary. You can always take what you would've written and weave it into other sections on your resume.

Here are a few examples of customer service principles you can highlight in this section.

Putting the customer first.

Companies know that customer interactions with the product and the business are incredibly important. Making this stance clear will show hiring managers that your priorities are in line with theirs.

Teaching rather than explaining.

Customer autonomy is a huge bonus for a hiring manager. Let them know that you want to be so good at what you do that the customer's understanding of the product might reach a level where they no longer reach out to your team as often.

Desiring challenges from an unpredictable environment.

A day in the life of a customer service representative can be extremely unpredictable. Adding this as an objective will make it clear that you're ready to hit the ground running. Plus, it will reassure the hiring managers that you know what you're applying for.

Growing your technical and product knowledge.

Learning is a huge part of customer service. So, showing eagerness to grow in technical and product knowledge is extremely vital to include on your resume.

Next up, let's talk about skills.

Customer Service Resume Skills

• Learning Potential
• Communication
• Adaptability
• Self-Motivation
• Product and Industry Expertise
• Emotional Intelligence
• Problem-Solving
• Improvisation

Another important section to include is the skills that you've developed as a customer service professional. Here are eight good ones to highlight.

1. Learning Potential

This is the big one. No matter what level of knowledge you have about the product or the business, you're going to be trained and coached. With this in mind, you need to show a willingness to learn, whether it be in a classroom or on the phone with a customer.

2. Communication

Though somewhat self-explanatory, these skills become more nuanced when you think about the different types of customers a company has. Can you take a technical concept and clearly explain it to people of all backgrounds? Plus, in addition to customers, you're going to need to be able to effectively communicate with your team too.

3. Adaptability

This can range from scheduling adaptability to troubleshooting on the fly. What do you do when your "surefire" troubleshooting step doesn't work? Are you cool under the pressure of the follow-up question? No matter what your level of product knowledge is, having adaptability and flexibility is going to be an asset.

4. Self-Motivation

Even though many companies block time for their reps to be on the phone, it's likely that no one will tell you what to do with your day as a whole. Self-motivation is a huge personality trait in this position, because it's one that no training team or manager can teach. At the end of the day, you have to want to be there and want to help solve for your customers.

5. Product and Industry Expertise

While this trait isn't imperative for getting hired, it is a nice detail that can stand out on your resume. Showing that you have a firm understanding of the product and its industry lets hiring managers know that you're not only ahead of other candidates, but that you also have a genuine passion for the business.

6. Emotional Intelligence

While product knowledge may be optional at first, emotional intelligence isn't. Emotional intelligence refers to your ability to interpret the thoughts and feelings of others and respond to them in an appropriate way. This skill is incredibly important for service reps because it creates a personalized and delightful customer experience .

7. Problem-Solving

If you know the saying, "when life gives you lemons, you make lemonade," then your resume should make you look like an enterprise-level lemonade salesperson. Customer service is all about solving problems, and often, the solutions to those problems aren't clear. In many cases, reps need to think on their feet to come up with creative solutions to meet customer needs .

8. Improvisation

As a customer service rep, it's your job to do everything within reason to prevent churn . Sometimes, this requires creative problem-solving and the ability to improvise when things go wrong. Keeping cool and making the right choices in stressful situations is an incredibly valuable skill in customer service.

Once you've laid out your skills, you'll need to back them up.

Next up, let's talk about professional experience and accomplishments.

Customer Service Resume Experience & Accomplishments

In this section, you'll want to cover your recent professional experience in depth, especially with regard to your career progression, projects completed, and milestones reached.

Here are some examples.

Customer Service or Professional Experience

If you're applying for a position in customer service and you've already worked in a customer-facing role, make sure your resume highlights your industry experience. This includes what industry your company was a part of, what metrics you used to measure success, what goals you achieved, and the impact you've had on the company.

If you're applying for a customer service role and you don't have industry experience, do some brainstorming about the transferable skills and experiences that would serve you in a customer-facing role. For example, if your previous experience is in marketing, you've probably developed effective communication skills. And, most importantly, think about why you want to move into customer service so your resume effectively communicates that.

Career Progression and Advancement Details

Were you promoted in your last role? Did you ever manage a team? Did you collaborate with other colleagues on side projects, experiments, or campaigns? Were you tapped to lead an experiment or test case?

Make sure the experience section of your resume details examples of you being recognized or rewarded for going above and beyond. Hiring managers want to hire the best of the best, so make sure you highlight examples of this.

Volunteer or Community Involvement

If you're involved in your community, feel free to include that work on your resume as long as it's relevant to the position. Including experiences like these will help you stand out to employers. Plus, it gives hiring managers an idea of what you like to do outside of work.

Next up, let's talk about education.

Customer Service Resume Education

In this section, you'll want to make sure you showcase your educational background. This includes any classes, research, projects, or accolades that speak to your ability to excel, your commitment and grit, and your industry expertise.

Higher Education Background and Achievements

Make sure your resume details your highest levels of educational attainment. Note where you studied, what you studied, your GPA, and any particularly relevant projects or research you worked on.

It's okay if you didn't major in the industry you're applying to (not all of us have). But education helps round out your overall workplace knowledge and experience.

Additional Professional or Educational Training

If you've taken training courses, certificate programs, or attended classes as part of your on-the-job training, include those diplomas in your resume as well — especially if they might be part of the tech stack the team you're applying to uses.

Now that we've broken down what to include on your customer service resume, let's take a look at a few examples you can use as inspiration for your application.

Check out the list below for the top ten best customer service resume examples for roles across the industry. Each customer service resume sample includes what we like about it.

1. Entry Level Customer Service Representative

What we like: This resume is a great example of someone who has no direct customer service experience, but does have experience interacting with customers of different backgrounds. The fictitious Justine has made a clean-looking resume that clearly states the experience she has had working with customers, and shows familiarity with hitting a metric of some kind in her sales position.

2. Mid-Level Customer Service Representative

What we like: "Lily's" resume is a great example of someone who has a mixed background with both directly and tangentially-relevant experience. She was a bank teller before she broke into the customer service industry, and putting it on her resume shows diversity and opens a conversation about why she began a career in customer service.

3. Experienced Customer Service Representative

What we like: It's easy to tell right away that "Marie Clark" has been killing it in the customer service industry for some time now. She takes some space at the top to highlight what sets her over the edge as an applicant, making it clear she loves what she does and wants to make a career out of it.

4. Personalized Customer Service Resume

What we like: This clean and creative resume helps the candidate stand out right off the bat while still allowing room to fit all of their awesome experience. The addition of a photo adds a face to their qualifications. And in a career where you might communicate with customers solely over email or phone, it's important to show that you're more than just a faceless resource.

5. Classic Customer Service Resume

What we like: This is a prime example of a no-nonsense resume that still looks great. It's classic, clean, and clear, which can be a relief to recruiters and hiring managers who may look at hundreds of resumes a day. This formatting allows your experience to speak for itself, and would be a great option for a candidate who has a lot of prior experience.

6. Formal Customer Service Resume

What we like: This resume is an effective mix of the first two we've shown in this article. The pops of color and headshot show uniqueness while the formatting leaves a lot of space for what you want to include. It's muted and easy to read, so no one element is overwhelming to the point of throwing it off balance.

7. White Space Customer Service Resume

What we like: This resume stands out because it's the first one we've seen in the article that utilizes the full width of the page. If you really need the extra space, this single-column format allows those extra inches on the side so your qualifications take up less vertical space. This can help your resume look less bunchy, and is extremely easy for your potential employers to follow.

8. Customer Support Engineer Resume

What we like: This customer support engineer resume lets the skills and experience speak for themselves. It's simple, straightforward formatting might not be advisable for a creative role, but for a technologist, it's not as mission-critical as standing out and impressing a hiring manager.

9. Customer Service Manager Resume

What we like: This customer service manager resume highlights this candidate's experience and impact, which is critical when applying for a leadership role. Using color, a modern font, and bullet formatting, this resume effectively divides the different sections while highlighting the most important aspects of this candidate's background.

10. Call Center Resume

What we like: This resume outlines all of the skills and qualifications needed to work in a call center. It starts by listing the candidate's key attributes then backs them up using their professional experience. On the right, it outlines other skills that the candidate possesses and categorizes them by either "hard" or "soft." This not only tells an employer what this candidate can do, but it also shows that they're organized and think logically.

The best customer service resume is the one that gets your foot in the door to "wow" them during the job interview. Take the time to build out a resume that truly makes you and your accomplishments shine.

Don't forget to share this post!

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Resume templates to create a killer resume for your job application.

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Customer Experience Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the customer experience 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

• Provide direction to Top Sellers on how to improve their business performance on eBay (on Shop Features, Seller Dashboard, DSR’s, Shipping, Policy, etc.)
• Campaign Development & Execution - collaborate with the solution strategy team to develop marketing and PR campaigns in the local market
• Pipeline & Forecast Management - accurately manage sales reporting on opportunity qualification and sales forecasting
• Develop metrics, dashboards and tools to provide insight and assess the success of our training strategies and methodologies
• Develop metrics, dashboards and tools to provide insight and assess the success of our training designs and methodologies
• Propose, share, and help provide strategies based on insights provided
• Define and deliver effective metrics regarding outsourcer performance in relation to contracted services and develop vendor scorecards and dashboards
• Developing an account portfolio and achieving set targets
• Hunt for leads and follow up on opportunities for new customers from lost or inactive accounts as well as regular accounts. This includes following up on campaigns and sales promotions
• Successfully manage the negotiation process
• Build strong relationships with External Client Managers
• Handling of incoming customer services enquiries, with focus on quick and efficient issue resolution and exception management
• Can build and maintains a strong network of customers
• Successfully manages negotiation process
• Actively participate in CES and Area Manager Dealer contacts to assist with improvements in target dealerships
• Interact with sellers to create new education materials that increase transparency and create closed loop processes to improve seller trust
• Work with global teams to understand root cause of performance challenges and drive a philosophy of continuous business improvement
• Execute, manage, and analyze research for all Citizens Bank ($2 MM)
• Execute and manage escalated problem resolution via office of the chairman, regulatory responsibility for continued implementation of customer complaint policy
• Monitor and measure customer service initiatives and ensure objectives are included within performance management processes
• Provide a monthly commentary describing our largest pain points and progress to improve
• Attention to detail: Strong attention to detail and can follow protocol
• Demonstrates the ability to gain a basic understanding of the Infinity system and the associated call center systems
• Demonstrates a good working knowledge of Windows and Microsoft Office, in order to successfully navigate through the multiple computer systems
• Good mathematical ability and cash handling experience
• Be creative with strong problem solving skills and the ability to succeed in a fast-paced environment
• Leadership skills: Good interpersonal and leadership skills
• Proficient in the English and Spanish languages, both written and oral
• Proven ability to work well as part of an extended sales team
• Successful history of net direct new business sales, with proven ability to consistently deliver against targets
• Good written, verbal, and presentation skills

15 Customer Experience 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, customer experience director resume examples & samples.

• Senior stakeholder management at the business ExCo level and Group level
• Managing key external stakeholders and regulatory bodies
• Experience in working closely with Operations, Product & Proposition and Change to deliver improvements to customer outcomes
• Experience of successfully integrating teams, delivering new concepts and strategies and of change management
• Vision and Direction
• Relationship/Partnership approach
• Technical Skills and Knowledge
• Problem Solving/Decision making
• Quality, High Standards and Controls
• Communication and Influence
• Proven leadership and people management skills, including facilitation and relationship management, negotiation and commercial awareness, influencing and motivating skills
• Good coaching skills to enable knowledge sharing across the business

Customer Experience / Service Analyst Resume Examples & Samples

• Coordination of new Customer Service surveys as appropriate, system enhancements or upgrades, ensuring country input and feedback, and with support of technical email survey team. This includes leading the pilots for new surveys, supervision of new survey roll outs and oversight of implementation and BAU survey activity across the region
• Coordinate Citiphone survey follow up actions for EMEA; provide BAU reporting as well as ad-hoc analysis around the survey/-s
• Suggest improvements to and enhance surveys currently in place, as well as reporting capabilities (Confirmit Reportal)
• Analyze & present survey results including weekly & monthly regional reporting
• Ensure appropriate ownership and involvement from countries
• Coordinate implementation of Quarterly reporting where appropriate
• Coordinate vendor relationship with Confirmit for EMEA

Gcg Head, Customer Experience Management Resume Examples & Samples

• Customer Experience Design at customer level
• This role requires 15+ years of experience in Financial Services/ Service Industry
• In depth understanding of key end to end process in financial industry for key products (sourcing, acquisition, initiation, activation, usage, redemption, authorisation, collections, servicing etc.)
• Experience in client facing/ servicing role preferred
• Experience in Product Management and P&L management for financial industry is a plus
• Ability to promote positive work relationships with all departments; be the change agent. Adapt to change quickly
• Exceptional interpersonal, communication, consensus building, influencing skills. Ability to influence peers, superiors & subordinates
• Ability to make effective trade-offs that support the customer centricity, business strategy, profitability, and competitive advantage

Customer Experience Operations Manager Resume Examples & Samples

• Create and champion strategies within each function (customer service/experience and omnichannel initiatives) that address short-term needs in each market while supporting a longer-term strategy
• Within customer service/experience, serve as the champion of the customer, constantly improving customer experience to reduce the need for customer service; build a customer service infrastructure that delivers high customer satisfaction with a low expense structure
• Within omnichannel, partner with each market to identify and execute initiatives that exceed customer expectations, with focus on both quick short-term wins (i.e., omnichannel marketing) and longer-term transformational customer experiences (i.e., click and collect)
• Take a customer-centric approach to all initiatives, questioning assumptions and convention. Consider the business needs for the next 3-5 years, and builds towards that goal
• Align goals and incentives across different functions, with focus on Logistics, Customer Service, Marketing, E-commerce and Store Operations teams; gather input from these teams as strategy is developed and anticipate impact on their teams
• Conduct basic financial analyses to understand required investment, ROI, break-even points, etc. at the initiative level
• Execute initiatives thoroughly and with high attention to detail; after completion, ensure programs sustainably and consistently run well
• Measure program effectiveness through sales, customer satisfaction, expense reduction and other key performance indicators; ensure that results contribute to overall company sales, profitability and customer experience goals
• Experiment constantly with new programs, creating a test-and-learn methodology where the organization is consistently learning and improving
• Once ideas are proven, collaborate with local markets to determine if strategy can be leveraged in other geographies
• Monitor unmet customer needs and competitive activities to ensure Uniqlo is delivering best in class retail experiences that delight the customer
• Bachelor’s Degree in a related field
• 5-7 years of retail operations experience; online experience a must; strong preference for offline (bricks and mortar) experience, too
• Experience within multiple operations functions, with focus on customer service, customer experience and omnichannel execution
• Ability to understand the differences among customers around the world, with focus on specific solutions for each market (when necessary)
• Operations mindset that can leverage structured thinking and problem solving to a broad range of operations and customer challenges
• Ability to travel internationally, 6-9 times per year
• Strategic thinker with excellent problem solving and project management skills
• Basic financial skills to quantify expenses, understand return on investment, etc
• Basic software systems knowledge and the ability to understand a technically-driven conversation
• Strong attention to detail and results orientation; high work ethic and persistence to drive an initiative to completion; a “roll up the sleeves” attitude towards tackling a challenge
• A highly motivated self-starter with a deep understanding of customers' needs, the product and the competitive landscape
• Excellent communicator, and ability to build strong cross-functional relationships to understand incentives and ensure alignment
• Ability to manage priorities and deadlines, and adapt to the ever-changing priorities of the Uniqlo business; move fast and lead organization to act fast
• Anticipate customer needs and monitor competitive landscape, especially with respect to operations initiatives

VP Cross Channel Customer Experience Resume Examples & Samples

• Leverage expertise, industry research, and data-driven decision making to build workable and winning strategies for continuous improvement and optimization of the sales and service customer experience
• Coordinating with all online and offline marketing and branding activities to ensure a consistent end-to-end customer experience
• Developing and implementing strategy for gathering customer feedback. Helping the team interpret and understand user feedback, and provide input for design decisions based on that feedback
• Identifying key moments that matter for customers and ensuring the experience meets the expectations from customers for our brand
• Partnering with cross- functional teams (Product Managers, Marketing, Legal, Compliance, Risk, Fraud, Operations and IT) to ensure that Business and Customer experience requirements are understood and appropriate execution and support strategies are implemented
• Work across the organization to ensure operational readiness for marketing campaign support
• Oversee specific aspects of internal capability development and delivery, including definition of the capability roadmap and customer experience, development of the business case, capability specifications and prototyping, as well as documentation of business requirements alongside business partners. Develop prioritization, identifies trade-offs, and resolves strategic issues and risks
• Support the broad portfolio of initiatives by highlighting enhancements to existing capabilities as well as developing new capabilities or standalone pilots
• Help drive go-to-market planning to ensure successful capability adoption and engagement
• Leveraging consumer insights, metrics and research to build new Customer Experiences or enhance existing ones
• Monitor industry research and competitor activities, with an eye to understanding TIAA’s position in the landscape and how to significantly improve it
• 15+ years experience in leading initiatives in Customer Experience Improvements, Customer Servicing Solutions
• Proven track record of developing a customer-centric culture and building consumer-focused digital businesses in large, complex environments
• Proven track record in leading, developing, and building high-performance cross-functional teams to implement creative, innovative, best in class solutions
• Excellent organizational skills and ability to prioritize multi-tasks in a dynamic work environment
• Demonstrated understanding of technology (e.g. CRM, Browsers, Mobile Platforms, Portals, Customer Service Solutions, IVR, ) and best practices for how to deliver an outstanding customer experience
• Understanding of consumer behavior combined with creativity and nimbleness to deal with complexity and to quickly identify potential solutions and sources of value
• Analytical and quantitative skills, including the ability to link design and features to strategic objectives and use hard data and metrics to back up assumptions and recommendations
• Entrepreneurial, out-of-the-box thinker who is intellectually curious with a strong work ethic
• The ideal candidate will have great empathy for the customer and end user, a sophisticated understanding of the competitive landscape and the ability to see what is essential and what is incidental
• Unique customer focus and ability to apply a customer mindset to shape solutions and approaches and to realize marketplace potential/achieve financial goals

Dir, Customer Experience & Ops Resume Examples & Samples

• Acts as the Voice of the Customer (VOC) in all programs and company efforts to ensure customer focus at both corporate and field locations
• Designs Customer Experience improvements across the omni-channel customer lifecycle
• Manages/leads innovative projects in Customer Experience leveraging emerging technologies to drive convergence of digital and physical experiences
• Work with Customer Operations departments (Customer Care, Field Operations) to set customer engagement and response time principles and standards
• Work with Market Research and Product teams to determine "Moments of Truth" for Customer groups, manage/lead projects to improve Customer Experience
• Key stakeholder for Customer Insights and Analytics Team; leverages data to identify key opportunities for improving the customer experience and building customer loyalty
• Manages and leads innovative Customer Experience redesign focused on people, process, data and technology transformation integration
• Champions consideration of the third platform (i.e. internet of things)
• Works cross-functionally with business partners to affect change via people, policy or system changes with the end-customer in mind
• Influences end-to-end implementation of change, most notably in operations/retail locations
• Manages and/or influences ad hoc teams of customer experience project professionals; drives focus, prioritization, execution and accountability for fixing the most impactful customer experience gaps
• Partners with Marketing and Customer Service organizations to drive connectivity between customer experience/care/loyalty initiatives
• Aligns key touch points with KPI measurement framework
• Develops strategies and execution plans for delivery of a consistent and contiguous best-in-class customer experience throughout the entire customer relationship lifecycle
• Designs comprehensive and cost-effective customer feedback mechanisms to ensure consistent improvement of product and service delivery
• Establishes customer service standards to communicate Manheim’s value proposition and build customer loyalty
• Utilizes performance data to evaluate and quantify customer service program effectiveness and recommends process improvements
• Provides guidance to the operational and customer service activities of the organization with the objective of maximizing growth, efficiency and profitability
• Drive operational effectiveness, efficiency and evolution in response to our customer and business needs
• Work to build a team environment with strong morale, positive energy and a goal-oriented culture
• Foster a positive business climate that cultivates successful partnership and collaboration across teams
• Demonstrate the flexibility necessary to adjust to changing/additional duties and responsibilities as the markets and company changes
• Support the development of a Customer Experience talent pipeline
• Support the creation of a long-term strategy for a multi-site, multi-business operational model that creates one view of the customer and one solution for seamless delivery of services
• Deliver programs to bring ‘Voice of the Customer’ to business decision-making
• Develop and apply a thorough knowledge of the industry and competitive activity, both nationally and at the local level, translating this knowledge into appropriate plans and programs
• 5+ years of progressive business, management consulting, operations, customer service, call center and/or customer experience management
• 5+ years customer operations experience or customer experience consulting in a like environment with related activities
• Demonstrated analytical ability and experience in understanding data and making information relevant and actionable across the organization
• Demonstrated advanced communication skills (verbal, written and presentation) required
• Proven experience presenting to, collaborating with and partnering with all levels of employees with a focus on Senior Leadership and the C-Suite level
• Proven experience and ability to provide high-level approach to site management with both a quantitative as well as qualitative focus
• Strong understanding of the operations of a commercial web site and call center
• Proven experience and results of driving process change to enable teams to work more effectively
• Previous experience identifying, communicating and inspiring an organization around the next generation of user experience and product offerings
• Proven ability to implement, execute, multi-task and meet aggressive deadlines
• Ability to travel based on business need is required (25-50%)
• Bachelor’s Degree is required; MBA, or Advanced Degree in Customer-Focused Strategy or related field welcomed

Lofty Customer Experience Internship Resume Examples & Samples

• Answering general questions about Lofty
• Answering specific questions regarding account status
• Some library research
• Other project-based responsibilities as needed
• Demonstrated interest in and enthusiasm for art and antiques, and technology
• Motivated self-starter with an entrepreneurial spirit who can think independently and critically, take risks and participate in team brainstorming
• Excellent phone manner
• Experience working on a small, collaborative team
• Strong written, communication and organizational skills
• Strong Microsoft Word, Excel and Internet Research skills
• Your own laptop

Customer Experience Professional Resume Examples & Samples

• Manages the end to end customer engagement management with a global/regional reach
• Provides Chief of Staff Support
• Provides strategic and operational perspectives when preparing and delivering customer briefs (written)
• Responsible for account relationship management and acts as the point of contact and leads collaborative efforts of cross functional teams to drive resolution of operational issues of highest complexity, in support of the customer/partner requirements
• Build customer engagement metrics that provide monthly assessments and report on customer accounts of interest, identifies risk areas, and leads the development of solutions
• Works on highly complex and strategic projects
• Conducts post-project evaluations and provides recommendations for future enhancements
• Leads operational performance reviews with senior management level and drives improvement plans
• Consults and advises on strategic operational matters of highest complexity to internal clients up to the executive level
• Leads and coordinates proactive communication
• 6-10 years of related experience, preferably in customer service, procurement, sales operations, supply chain management with extensive global/regional coordination
• Superior communication skills (e.g. written, verbal, presentation)
• Superior leadership, consulting, influence, and negotiation skills
• Advanced understanding of core HP businesses
• Mastery of Microsoft Office tools, particularly PowerPoint, Word, and Excel
• Excellent project management, problem solving, and analytical skills
• Ability to execute a project within the scope of overall strategies
• Excellent ability to collaborate and network with other groups

Total Customer Experience Resume Examples & Samples

• Work with service delivery teams and marketing team to build strong service branding in the market
• Create & coordinate to implement service differentiating initiatives with meaningful ROI
• Plan and fulfill service solution & service quality communication sessions with major account and industry customers
• Represent service organization to work with PR and other resources on building effective mechanisms to avoid service related exposures
• Conduct regular study of customer needs & driving factors of service NPS, and propose for relevant programs/actions
• Collect channel voice and advocate for continuous improvement across service delivery functions
• Initiate and host internal communication
• Bachelor or master degree majored in marketing or business administration, etc
• 5 years working experience in sales or marketing areas
• Strong understanding to customer needs of each segment, local market & competition
• Good project management experience and skill
• Hard working with teamwork spirit and can-do attitude
• Good verbal and written English

Customer Experience Practice Manager Resume Examples & Samples

• Direct a team of practice advisors and directly engage with customers, partners, and Cisco engineering teams to ensure that Cisco solutions meet customer needs
• Define a comprehensive vision and Point of View on how Cisco can assist our customer's in transforming the way they engage and support consumers, patients, and business customers
• Work closely with business leaders across Sales, Services, Product, and Partners to build and execute a Go-To-Market (GTM) plan for how Cisco's platform can enable customers to transform Customer and Patient experiences
• Drive scale and brand relevance by mentoring field and partner, ISV OEMs and system integrator teams to ensure alignment of solutions with customer needs
• Subject matter expertise on how Cisco's platform can assist our customers in transforming the way they deliver customer/patient experiences
• Familiarity with 3rd party ISVs (Customer and patient Relationship Management Systems, analytics, etc.) and Implementation/consulting partners that are critical to delivering holistic "Customer Experience" solutions
• Thought leader (through publication, presentation, participation in industry organizations/conferences, press, or standards bodies) on how technology can transform Customer/Patient experiences
• 5+ years sales management or related experience showing consistent ability to set and hit ambitious targets
• Consultative solutions/business-value problem solving approach to engagements with C-Level and senior executive leaders
• Financial acumen necessary to develop and present a comprehensive business case
• Sales management experience for a technology provider, integrator or enterprise IT delivery organization
• Strong communication and listening skills, a thorough approach to complex problem solving, managing to metrics and KPIs
• 15+ years IT industry experience

Customer Experience Lead Resume Examples & Samples

• Assists in the delegation of work, determining the method of work, giving clear and concise direction, and follow up to ensure proper execution
• Assist manager in motivating fellow employees, keeping them engaged and working as a cohesive team
• Fosters growth and development of retail associates by supporting training initiatives
• Assist with weekly and monthly auditing of ISP, Layaway, Hold, Case and Gift Cards
• Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Cabela's Xtreme Protection, Kiosk, VOC and In-Store Pick-up
• Experience in the related field or outdoor lifestyle (Preferred)
• Must have the ability to sell and evaluate the customers’ needs. (Required)
• Ability to use good judgment and logic (Required)
• Ability to provide superior customer service and exceed customer’s expectations (Required)
• Must be able to read documents, printouts, reports, computer screens and other written communication
• Must be able to hear well enough to communicate with customers and co-workers

Customer Experience Assoc Resume Examples & Samples

• Owning the customer experience within the branch
• Shifting Personal Banking customers to alternative delivery channels in alignment with the self-service strategy for this customer segment
• Communicating with customers with tact and diplomacy and presenting a professional image for the branch

Intern, Rbwm-customer Experience Resume Examples & Samples

• Head of Business Solutions
• Portfolio and Project Managers
• Dealing with all levels of personnel in a courteous and efficient manner and exercise discretion on confidential matters
• Pverall minimum GPA of 3.0
• Well-developed communication skills
• Passion to share your opinions and ask relevant questions
• Strong leadership capabilities
• Active in the community/university
• Ability to collate data; Strong command of software programs (Excel and Powerpoint)
• Strong listening skills with the ability to probe for additional information
• Work in a team environment, effectively influence and communicate across various business lines at difference levels cross the organization
• Ability to handle multiple projects simultaneously, prioritize workload and adapt quickly to changing demands

Customer Experience Intern Resume Examples & Samples

• Good computer skills: working knowledge of Microsoft Windows, Word, and Excel
• Exceptional research skills
• Professional demeanor and appearance
• Passion for learning/learning agile
• Attention to detail and excellent organizational skills

Customer Experience Teammate Resume Examples & Samples

• Build and sustain an extremely high level of skills centred on sophisticated customer handling and superior communication
• Express a significant capacity to troubleshoot all products related to the eBay & PayPal platforms and clearly offer solutions or recommendations
• Provide a quick and thorough understanding of customer priorities & identify key improvement areas. Understand our customer needs & act with the customer in mind
• Promote & encourage best practice on eBay
• Provide direction to Top Sellers on how to improve their business performance on eBay (on Shop Features, Seller Dashboard, DSR’s, Shipping, Policy, etc)
• Establish relationships and closely coordinate with your team, supervisor, manager and various departments to completely resolve inquiries

Customer Experience Data & Journey Manager Resume Examples & Samples

• Partner with teams throughout Cards to scope and execute customer service journey based analysis that drives Cards strategy
• Partner with Service Journey Owners and Reengineering teams throughout the customer experience analysis and design processes. Provide strategic thought leadership and ensure that experiences are designed with performance tracking in mind. Deliver analytics in support of key projects
• Build and maintain customer service journey definitions that feed key customer experience analytical tools like ClickFox. Set up systems and processes to operationalize journey definition maintenance. Facilitate use of common journey definitions throughout Cards
• Work with Journey Analysts to develop customer service journey maps and create journey archetypes. Establish journey mapping best practices and common standards that can be leveraged throughout NA Cards and globally
• Help facilitate customer service journey based thinking throughout Cards and globally. Facilitate NA Cards and global transition to journey based thinking
• Act as point person to Business Intelligence and Technology teams (internal to Citi) and ClickFox (external vendor) to ensure rigor around data quality and monitoring. Develop roles and responsibilities and help govern to ensure that they are being carried out with respect to utilizing the Customer Experience Analytics tool, ClickFox. Trouble shoot issues as needed
• 8+ years of experience in customer experience, analytics, marketing or financial services
• Strong analytical skills and knowledge of analytics tools
• Proven ability to understand complex business challenges and identify solutions
• Proven ability to manage complex projects and cross–functional teams in a fast paced environment
• Exceptional verbal and written communications skills.    
• Strength in data, communication, & strategy
• Genuine passion for our customers' experience, intellectual curiosity and drive for constant improvement

VP of Customer Experience Resume Examples & Samples

• Lead role in the execution of experience strategy and prioritization across all constituents that support the end-to-end cross-channel customer experience (including Digital) for Prudential Retirements key constituents: individuals, institutions, and intermediaries for all Retirement businesses
• Engage in the end to end client experience solution delivery life cycle from innovation to delivery as needed
• Play a critical role in driving an experience-based culture throughout Prudential Retirement which reinforces product and brand loyalty through exceptional customer experiences
• Utilize data / research as well as knowledge of key competitors products and experiences in order to differentiate Prudentials experiences to win in the marketplace
• Oversee and provide leadership to various work-streams (i.e. Retirement Experience Working Group, etc) in an effort to provide transparency at all levels of the organization
• Modify design and development, as needed, through the diagnosis of success against intended results
• Play a critical role in driving socialization and cultural change efforts within Retirement
• Collaborate with other Business Owners and their delegates so that the needs of Prudentials various businesses align with the needs of Prudentials millions of constituents
• Assume accountability as back up to the VP of Customer Experience & BU lead for interactions with the hub as well as within Retirement as needed
• Participate in the development of Retirements annual operating plan and strategic planning process
• Assist in the development of metrics for measuring results of experience initiatives & efforts
• 10-15 years experience in relate business/industry or CX related roles
• Proven track record of experience in business transformational capabilities for CX (Customer Experience) and culture change strongly preferred. Has proven experience in digital channels that are necessary to create a holistic CX (Customer Experience)
• Customer experience design and development preferred
• Demonstrated proficiency and understanding of Individual, Institution, and Intermediary (Participant, Plan Sponsor, Intermediary) needs preferred
• Experience/Understanding in how service delivery and operational functions play critical roles in experience execution
• Exceptional leadership, decision-making and problem-solving skills
• Exceptional communication & presentation skills both written and verbal
• Ability to influence senior leaders
• Ability to drive decisions through collaboration among various stakeholders
• Ability to drive business results in a matrix management environment
• Ability to stay the course under pressure
• BA or BS degree; graduate degree preferred. Licensing not required upon hire; may be needed as position evolves

Senior Customer Experience Process Engineer Resume Examples & Samples

• Identifies all key processes in support of customer experience goals
• Collects data to identify customer pain points and identify their root causes. May recommend short term policy/process fixes and workarounds while long-term initiatives are developed
• Analyzes and documents end to end current state processes through the lens of the customer and highlights redundant and/or unnecessary activity by the customer, pain points for the customer, and general process inefficiencies
• Introduces “voice of customer” into the assessment of policies and processes
• Develops future state processes that remove unnecessary touch points and eliminates pain points
• Defines processes in support of customer experience goals
• Participates in discussions on scope of project, definition of process and implementation
• Develops policy and process change recommendations in conjunction with impact measures
• Suggests new methods to improve customer experience and productivity
• Anticipates potential pitfalls and proactively redesigns processes in order to prevent and/or eliminate them
• Leads or assists business planning initiatives for customer improvement initiatives
• Assists with program definition and project scope through impact assessment, process decomposition and policy analysis
• Supports Business Case development, by detailing wins for customer
• Researches best practices and industry benchmarks for customer experience

VP Head of Customer Experience Resume Examples & Samples

• Employing best practice and the latest methodology, to understand and answer our customers’ needs
• Defining and leading visionary customer experiences that put us at the pinnacle of customer-focussed design practices
• Delivering expert communications to all levels of our team, from junior design teams to executive leadership
• Presenting work, negotiating timelines and workloads, and inputting on the business strategy for digital projects and products
• Analysing design team and external agency performance, to ensure the team is performing optimally
• A high level of experience in user experience design and familiarity with international brands
• Thought leadership and well-developed technical skills
• An extensive background of work in user-experience design, either in-house or in an agency setting
• The resilience to work with everyone, from junior team members to senior management
• A passion for the benefits and impacts of user-focussed design
• Application (30mins): On your application we'll ask for information like your contact details, education and work experience. You’ll also be required to upload a CV, so it's a good idea to have it ready
• Interview: If your application is successful, we'll ask you to complete an online personality questionnaire. You’ll receive an email with a link to the questionnaire so that you can revisit it and complete when it suits you best. Once completed, we'll invite you to attend a face-to-face interview

Out Post Customer Experience Service Outfitter Resume Examples & Samples

• Resolving customer questions and concerns in accordance with company guidelines via phone and face to face interaction. Processes returns, In Store Pickups, and other special orders such as Layaways, holds, and outdoor licensing. Researching orders, products, lost gift cards and rebates for customers
• Provide legendary customer service every time by assisting customers in making buying decisions by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Cabela's Xtreme Protection, Kiosk, VOC and In-Store Pick-up
• Assist in other areas of the store when business needs dictates, which may include, but not limited to: hunting, fishing, camping, footwear, clothing, gifts, archery, backend and cashier

Customer Experience Intern, Mapquest Resume Examples & Samples

• Support Business Listings Lead by taking on independent projects
• Author, manage, and promote help content & FAQs
• Attend regular meetings with product managers to stay up-to-date with future product releases/fixes
• Provide exemplary customer service on social channels
• Focus on helping users have successful experiences with the entire MapQuest product quite
• Build reporting to support product development process and identify trends in feedback
• Troubleshoot, research, and escalate user-related issues to our Search and Data Ingestion teams with succinct detail and understanding of issue

Head of Customer Experience Resume Examples & Samples

• Identify and support multivariate testing and customer insight to ensure that all Customer Experience design and improvements are supported by data, where possible
• Engage with the Customer Insight team to make requests for relevant customer insight, and influence that work where there may be conflicting or complementary requirements
• Ability to provide thought leadership for organisation on how customer experience can support delivery of business strategy
• Expertise in customer experience and proven commercial record of developing customer facing strategies which drive customer tenure and revenue
• Thorough understanding of tools and techniques used in customer management platforms, integrated marketing communications and analysis programmes (including Social)
• Ability to communicate technical or data led information to Marketing & Sales teams in an engaging and informative manner
• A history of delivering measurable improvements to business performance by continuously improving the customer experience

SVP, Customer Experience Performance Insights Resume Examples & Samples

• Lead team focus on driving insights that greatly inform the NA Cards Customer Experience strategy and project roadmap
• Develop a strategic plan to ensure that the Performance Insights team is delivering value to the organization thru the quality of insights and recommendations measured by customer impact and ability to take action. This includes the use of a Customer Experience Analytics tool, ClickFox, which aggregates customer touch points to create an omni-channel view of our customers’ journeys
• Utilize best in class tools and techniques to bring data and information together to know the customer better than anyone, synthesize information available (both qualitative and quantitative) and formulate strategic recommendations
• Manage production and strategic direction of the NA Cards Customer Experience Dashboard, a highly visible and critical communication tool to report on the “health” of the organization across key customer experience KPIs and cross-channel metrics, including NPS
• Continuously improve the format, content and quality of the NA Cards Customer Experience Dashboard so that it continues to be a valuable platform for senior leadership as well as the organization at large. This includes evaluation core KPIs and metrics, customer journey definitions and prioritization as well as the form factor it is presented in
• Responsible for packaging recommendation into presentations for highest levels of leadership in the organization
• Ability to form strong internal partnerships and collaborate across lines of business
• Strength in developing strategy and roadmap for implementation and success. Experience building our organizational assessment, needs and potential gaps to achieve success
• Ability to synthesize information from multiple sources into a story that rallies the organization around our strategy and actions needed to execute it
• Analytical strengths to lead the management of our customer experience analytics platform and interact with analysts and strategists across our franchise
• Proven ability to lead, manage and evolve a high performing team
• 8+ Years of relevant experience

Analyst Metrics & Measurement Customer Experience Resume Examples & Samples

• Preparation of sales performance analytics and reporting
• Generation of data extracts from CRM Customer Experience Datamart to feed the periodic reports issued by Metrics and Measurement team
• Build and maintain SAS EG and MS Excel processes to generate Metrics and Measurement regular reporting
• Generation of data extracts from Sales Platform and Financial reporting to support regular and adhoc performance reports
• Establish and maintain successful working relationships with other teams/departments in order to obtain their input/data on time for reports when necessary
• Reconcile report differences as required
• Respond/investigate inquiries regarding the reports from countries and other users
• Document all processes related to the production of the regular reporting
• Support the design and on-going sustainment, validation and enhancements of the IB Customer Experience analytics database
• Assist in maintaining data/system integrity, and work with appropriate parties to resolve discrepancies/issues
• Facilitate the access and support of all users to the IB Customer Experience analytics database
• Analyze key sales performance and retail indicators for business intelligence support on decision making
• Support Divisional initiatives through the development of tracking/reporting solutions and the delivery of data and analytics
• Review, prioritize and respond to inquiries/complaints/requests for information from IB Retail & Small Business teams and other IB Partners
• Strong analytical skills and attention to detail
• Ability to work independently in a fast paced environment
• Strong data management skills. SAS EG technical and practical knowledge is an asset
• Knowledge and understanding of branch sales and service environment and processes
• Advanced Microsoft Excel skills
• Excellent Computer skills and an awareness of the current technological environments

Manager of Omnichannel Customer Experience Resume Examples & Samples

• Aggregate customer feedback and weekly delivery of Net Promoter Score (NPS) Executive Report
• Call and/or email customers that respond to our NPS Survey and request to be contacted. Make independent decisions about how to respond and solve customer problems, and track Executive Committee responses to customer complaints
• Help to manage Bloomingdales.com customer complaints from the corporate offices and coordinate with all parties needed to reach resolution. Some customer communication will also be social media-based
• Lead Customer Service Phone, Email, and Chat Calibrations
• Update Customer Service Management and Agent Teams on website enhancements and issues
• Support Customer Experience Manager in developing business cases for project prioritization. This will include evaluation of all facets of a project such as customer satisfaction impact, cost savings, revenue generation, technological capabilities, resource constraints, etc
• Follow-up with Business Owners to ensure and enforce that improvement commitments and investigations are on track, whether internal to Bloomingdales.com or corporate partners (Logistics, Credit/Customer Service, etc.)
• Maintain regular communication with Credit/Customer Service on initiatives to improve Contact Center Agent training, brand knowledge, and brand immersion
• Challenge the Customer Experience Manager when a policy or process does not seem to align with our goal of optimizing customer satisfaction
• Analyst will occasionally travel to Contact Center Sites within the Unites States to conduct Agent Focus Groups, and observe live customer phone calls and chat sessions
• Ability to travel (about 10%)
• Minimum of three years' experience in an e-commerce / retailing environment focused on business improvement
• Experience with fashion/apparel is a plus
• An expert/highly proficient in Microsoft Office Suite
• Extremely organized and results focused
• Ability to adapt to changing work & business priorities
• Ability to challenge the status quo by asking questions and providing insite and solutions

Customer Experience Expert Resume Examples & Samples

• Elicits and records customer information and inquiries, following prompts from a computerized system.-Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse
• Saves and retains Comcast customers by identifying reasons for disconnect requests and overcomes concerns in an effort to retain customers. Utilizes skill set, including troubleshooting and billing knowledge, to ensure the customer retains service
• Demonstrates ability to establish and maintain effective relationships with customers, delivering the Comcast Quality Experience (CQE.)
• Trends all calls to identify the reason of the call and provides solutions to prevent repeat issues
• May perform customer service specialist duties such as customer follow-up on disconnect request
• Communicates with customers in a professional manner in all situations while setting clear, concise and accurate expectations for issue resolution
• Listens, builds rapport and displays empathy when assisting internal or external customers
• Participates in supervisor/mentorship program, leadership development
• Displays exceptional reliability in attendance and punctuality in accordance with the work schedule and shift

Customer Experience Administrator Resume Examples & Samples

• Transcribing all of our customer comments and NPS rating
• Collating this information together for the Customer Experience team
• Available to work on a casual basis

Gcg-regional Head of Customer Experience Resume Examples & Samples

• Lead the delivery of Remarkable customer experiences across Citi’s Consumer Bank through
• Strong leadership skills with an ability to manage and motivate large teams
• A passion for delivering excellence in all aspects of the consumer experience
• A good understanding of retail financial services
• Experience in mass market consumer products or services would be an advantage
• Very strong business planning and strategic skills
• High level of energy, with strong collaboration and persuasion skills
• Comfortable operating in a large, multicultural and “matrixed” organization that is geographically dispersed

Gcg-head, Customer Experience Management Resume Examples & Samples

• Customer experience design at customer level
• This role requires 15+ years of experience in Financial Services/Service industry
• Experience in client-facing/servicing role is preferred
• Experience in Product Management and P&L Management for a financial industry is a plus
• Ability to promote positive work relationships with all departments; be the change agent, adapt to change quickly
• Exceptional interpersonal, communication, consensus building, influencing skills; ability to influence peers, superiors and subordinates
• Effective written and presentation skills
• Strategic and analytical skills
• Ability to make effective trade-offs that support the customer centricity, business strategy, profitability and competitive advantage

Director of Customer Experience Resume Examples & Samples

• Agreements, Productivity, Quality, NPS, Escalation Rate and Contact Rate
• Monitor costs and losses across the APAC operations teams
• Teach direct reports to become “Ultimate Hosts” as leaders for their own direct reports
• Ability to look at each problem or data set from many different angles to find innovative and simple solutions
• Embrace the adventure with Peers, Partners, and teams and use superior communication skills to cultivate professional relationships with Key Partners
• Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles

Customer Experience Team Lead-portuguese Resume Examples & Samples

• We are only looking at candidates who are fluent/native speakers of Portuguese AND English
• A Team Lead’s role is vital to the success of the Global CX team and to Airbnb reaching its mission. A Team Lead achieves success when they have a highly motivated team that delivers strong consistent results and their customers are loyal followers of our brand. This is achieved by focusing their efforts in 3 main areas
• Accountable for managing and meeting the metrics of their team: NPS, Losses, Productivity, QA, as well as adherence to company policies and schedules
• Performance management: own the team and individual performance targets; drive for results; celebrate team and individual successes
• Let Specialists know where they stand with clear, timely and direct performance feedback
• Take quick but fair action on underperformance based on guidelines created by Talent
• Collaborate and network with peers to help drive performance goals, employee engagement and leverage strengths among the group
• Detail Oriented:Ability to see the big picture and create a vision for the team, then zoom back into the day-to-day details of the operation to set clear and actionable goals
• Customer Orientation: Knows what our #1 priority is and keeps the customer in the front of their mind and their team’s mind. Answers escalated customer contacts personally or can delegate to the appropriate Specialist. Sets and meets personal monthly solutions/day targets
• Develops Team Members:Coaches others how to be the ultimate “Host” to each user’s experience; coaches Specialists to continually develop and progress in their role and career
• Communication/Interpersonal Skills:Communicates effectively and professionally; “Simplifies”; builds credibility across the organization by building collaborative and positive relationships, being approachable and following through on commitments
• Subject Matter Expert: have a good understanding of non Trip/Trip workflows and escalation processes as well as all systems, tools and reports to performance manage a CX team effectively
• Excellent people management, leadership and customer service skills
• Demonstrated experience managing multiple initiatives on top of managing the direct reports
• Experience recruiting customer facing roles
• Min of 5 years of related management experience within a customer service environment, or similar role
• Ability to manage multiple channels (phone, email, chat) and programs with solid metrics skills
• Hands on leader, be innovative and a positive motivator
• Communicate the vision of Airbnb and translate it into meaningful and clear goals for Leads and Specialists; ensure entire team sees the impact of their contribution to the big picture
• Let Leads know where they stand with clear and direct performance feedback, even when it is difficult; help them improve as leaders and operators, have meaningful career conversations and take quick but fair action on underperformance
• Oversee performance management and career development of entire team; hold Leads accountable for regular performance assessment and actively participate in performance improvement planning and career development activities
• Trust Leads to keep the team running on a day-to-day basis, while keeping an eye on the big picture; ensure team make-up, workload and structure are working in support of broader team goals
• Maintain ultimate responsibility for recruiting, onboarding and training of all team members, in partnership with Leads, Workforce Management, Talent/Recruiting and Training
• Ensure your Team and 1:1 meetings happen like clockwork at an appropriate frequency and are productive and focused. Lead with a Host mindset by always being available for questions, concerns or ideas
• Define the strategy and direction of the team, in support of Airbnb and Department goals and direction; Translate strategy into actionable goals and initiatives
• Work closely with WFM to ensure staffing and other needs are met based on data and analytical information; Work closely with Shared Services to ensure projects, tasks and resources are allocated appropriately and the team is leveraged to execute the strategy and best meet customer needs
• In collaboration with Leads, Specialists and the Customer Voice team, identify opportunities and advocate for product improvements and/or tools that support the team’s strategy and the needs of the customer
• Regularly assess risks and opportunities and question how the team is working; Understand best practices, drive for process improvements, and find new ways of operating, with a focus on simplification
• Collaborate with Leads to solicit feedback and inform the team strategy; influence larger department strategy by providing input to the leadership team
• Ensure completion of requests of your team by required deadline; follow through on commitments made at all levels and be accountable on behalf of your team for Getting Stuff Done
• Lead and/or participate in projects outside of this scope, often company-wide; these projects may be assigned by leadership or identified and advocated for by the OM
• Strategic ThinkingandDetail Oriented:Able to see the big picture and create a vision of a better future; then zoom back in to the day-to-day details of the operation to set clear and actionable goals
• Customer Orientation: Knows what our #1 priority is and keeps the customer in the front of their mind and their team’s mind. Answers customer contacts personally, sets and meets personal monthly solutions/day targets. Someone you trust to handle difficult customer situations and meet customers in person
• Innovative:Is a “Cereal Entrepreneur,” who solves problems with creative solution, is resourceful, and is driven to find new ways to achieve the impossible
• Develops Leaders:Teaches others how to be the ultimate “Host” to each employee’s experience; coaches leaders to understand the whole person, respect individual needs, and help employees grow personally and professionally
• Communication/Interpersonal Skills:Communicates effectively and professionally on projects, updates and requests; “Simplifies”; builds credibility across the organization by building collaborative and positive relationships, being approachable and following through on commitments
• Inspiring Teams:“Champions the Mission” of Airbnb to help the team understand how their work contributes; knows what matters to each member of the team and motivates them in a positive, personal and compelling way
• Analytical Skills:Is able to dig into the details of the data, but also zoom out and see the bigger impact. Knows that “Every Frame Matters” and thinks of all implications before perfecting and implementing every idea
• Excellent leadership and customer service skills
• Proven ability to manage the daily operations of a Customer Experience Contact center of at least 100+ FTE
• Demonstrated experience managing multiple projects at once to allow for the organizations continued growth
• 10+ years of related management experience within a contact center environment
• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Quality, NPS and Contact Rate
• Monitor costs and losses across the NA CX team
• Develop Leaders: Teach direct reports to become “Ultimate Hosts” as leaders for their own direct reports
• Inspire Teams: Champion Airbnb’s Mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment
• Strategic Thinking and Analytical Skills: Ability to look at each problem or data set from many different angles to find innovative and simple solutions
• Entrepreneurial Spirit: Ability to take what is available and build a fort with it; it’s not a problem, it’s a challenge
• Financial Prowess: Be a cereal entrepreneur and ensure that we are using our resources to the best result possible. Show skills in managing budgets and handling forecasts
• Simplify: Able to see through complexity to find best path forward
• Communication/Interpersonal Skills: Embrace the adventure with Peers, Partners, and teams and use superior communication skills to cultivate professional relationships with Key Partners. Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles. Be an inspirational leader that can infuse enthusiasm within the team
• Minimum 10 years senior management experience in an operations role
• Experience leading customer operations teams of 100+ employees
• Track record of results and strong leadership

Customer Experience Lead, South Korea Resume Examples & Samples

• We are only looking at candidates who are fluent/native speakers and writers of Korean (in addition to English)
• Utilize CX resources, such as QA, Talent, Analytics and Training to develop Specialists and support team objectives
• Innovative:Is a “Cereal Entrepreneur,” who identifies and solves problems with creative solutions, is resourceful, and is driven to find new ways to achieve the impossible
• Flexible and Adaptable:“Embraces the Adventure” of an ever changing organization by being flexible when focus shifts and re-prioritizing with a positive attitude
• Inspiring Teams:“Champions the Mission” of Airbnb to help the team understand how their work contributes; knows what matters to each member of the team and motivates & recognises them in a positive, personal and compelling way
• Proven ability to manage the daily operations and performance of a Customer Experience team of 15 members
• Exposure to managing performance through NPS metrics, productivity metrics (calls / emails per day), using and analysing available data
• Experience with multi-tasking in a hyper-growth environment
• Presentation skills and comfortable using Excel & Keynote
• Bachelor’s Degree required
• Legally authorised to work in South Korea

Customer Experience Knowledge Management Specialist Resume Examples & Samples

• Maintain internal knowledge platforms, such as wikis and enterprise knowledge management systems
• Write and review knowledge content, such as workflows, guideline documentation and other content types
• Triage and respond to content and workflow feedback from across the organization
• Ensure knowledge management (KM) initiatives and content changes are rolled out to the right audience, using various communication mediums
• Build and maintain key relationships with CX, Partners, Training, Quality, and Business Process teams
• Manage complex sets of data and content bodies, ensure the right support content is mapped against the right user issue categories
• Contribute to the KM roadmap to keep up with quickly changing business needs
• 2 years of post-graduate experience in operations
• Demonstrated ability to get cross-functional consensus and collaboration
• In-depth knowledge of customer service and contact center operations; proven ability to think like a customer and understand agent behavior
• Experience working in a multi-cultural, multi-lingual global organisation
• Familiarity or experience with Content Management Systems (ex: Adobe, Oracle soutions)
• Ability to prioritize tasks and work autonomously in a fast-paced environment
• Experience in process and content management a distinct plus
• Experience in CSS, HTML, JavaScript a plus
• Familiarity with Atlassian tools (Jira, Confluence) a plus
• Familiarity with Localization challenges and best practices a plus

Customer Experience Payments Specialist Resume Examples & Samples

• Process/manage payments and line items including charges, refunds, adjustments, misc credits and payouts
• Communicate with third party processors and track payments/payouts with our third party processors, WorldPay, Paypal and Braintree
• Understand how foreign exchange rates work, and assist customers with related inquiries and troubleshooting
• Execute currency settlements
• Perform Payments related tasks including fixing reservations retroactively and triaging the inboxes
• Strong analytical skills and ability to recognize patterns
• Exceptional interpersonal skills and ability to diffuse stressful situations/upset users
• Ability to do arithmetic and simple math
• Fluency in English and one or multiple of the following languages: Japanese
• MySQL is a plus!
• Candidate must be located in Singapore

Customer Experience Analytics Specialist Resume Examples & Samples

• Provide quantitative analysis and insight into call centre cost and customer experience drivers. This analysis will be used to support program roadmaps, project delivery teams, and overall customer experience strategy
• Develop and manage financial business cases and forecasts to prove the viability of new initiatives
• Partner in the vision, design and delivery of large-scale cross functional programs, involving change management and systems implementation, from concept to execution
• Engage and Influence senior management and executives through all project phases to ensure alignment and adoption of deliverables
• Create and deliver compelling strategic presentations to provide project status updates to senior management and executives
• Demonstrate strength and build experience in the following areas
• Strong analytical skills with the proven ability to develop viable financial business cases and forecasts
• Passion for uncovering business needs, identifying opportunities, and aligning efforts to ensure timely implementation
• Experience in creating strategic presentations to executives and senior management to provide project updates, obtain approval for financial support or changes to project design/scope
• Ability to understand complex dynamics of working with multiple stakeholders with divergent interests
• Proven conflict resolution skills
• Technically inclined with a thorough understanding of the telecom/technology space as well as current market trends
• Fully proficient in MS Office suite
• Working knowledge of SQL (ability to write queries a must) and SAS (would be a great asset)
• Bachelor Degree in Business, Science, or Engineering considered an asset

Customer Experience Platform Manager Resume Examples & Samples

• Provide the support necessary to current users of our Medallia CX tool and onboard new users. That includes training, answering questions and managing necessary tasks like activation
• Oversee the development, growth, and adoption of the new CX program within Vail Resorts
• Ensure customer survey data, feedback system architecture and reporting/dashboards are current, accurate and structured in a meaningful manner. This includes data accuracy and governance, working with IT, and working with users
• Manage the relationship with Medallia on an ongoing basis to ensure that our program is always of the highest quality. Use both quantitative and qualitative data to assess Medallia’s performance, and implement changes as needed to improve
• Analyze and identify ways to link customer experience data analysis to operational improvement and business growth
• Champion the CX program by sharing success stories and helping others see the benefit
• Identify how the CX program should evolve including leading the completion of new Medallia capabilities
• Thoroughly evaluate and analyze the Net Promoter Score (NPS) survey, partnering with the Director of Omnichannel Customer Experience evaluate those areas that are targeted as key satisfaction components
• Serve as point of contact and system/survey owner of the Foresee website satisfaction survey. This includes making revisions to the survey to satisfy business owners’ requests for information, providing regular cadence of reporting/making recommendations to the appropriate stakeholders and participate in implementing strategies as needed to address the key issues impacting scores
• Monitor Central Credit/Customer Service call volume by reason type and analyze opportunities for improvement in conjunction with the NPS feedback. Partner with Central Credit/Customer Service and Finance on future projections based on the schedule for implementing recommended changes
• Maintain a tracking system of each improvement commitment and a timeline, keeping the improvement owner on track, whether internal to Bloomingdale’s or corporate partners (Logistics, Credit/Customer Service, etc.)
• Represent Bloomingdale’s interests during Quarterly Partnership Meetings with Bloomingdale’s, Macys.com, and MCCS. Surface key customer issues that require cross-brand partnership and build strong opportunity assessments to prioritize projects
• Maintain regular communication with Logistics and Credit/Customer Service regarding NPS analysis and status updates on ongoing initiatives
• Help manage all Bloomingdale’s escalated customer complaints directed to the corporate offices and coordinate with all parties needed to reach resolution. Ensure all complaints are resolved to the customer’s satisfaction while maintaining a tracking system of the root cause of each complaint
• Travel to Mason, Ohio, Tempe, AZ and Cheshire, CT periodically to meet in person with business partners and understand first-hand the day-to-day operations
• Minimum of five years’ experience in an ecommerce / retailing environment focused on business improvement
• Must be highly proficient in Microsoft Office Suite
• Strong relationship-building skills and an ability to engage in collaborative decision-making

Customer Experience Lead-banana Republic Resume Examples & Samples

• Demonstrated ability to deliver results through motivation and accountability
• Ability to communicate well with others and provide clarity to the team about the vision and day-to-day tasks
• Has a understanding of the business, and a drive to apply knowledge to help impact the business
• Enable the team to meet and exceed metrics expectations. Support Team Leads to understand what levers to pull on their teams to improve outcomes
• Collaborate with Team Leads to assess metrics-based goals; consistently drive teams toward higher performance and quality expectations and hold individuals accountable
• Work with Quality Assurance team and NPS programs to ensure analysis is consistent and regular
• Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget
• Proven ability to manage the daily operations of a Customer Experience Contact Center of at least 100+ full time employees
• Ability to manage multiple channels and programs with solid metrics
• Strong analytical skills; Ability to leverage data to lead projects forward
• Excellent leadership, communication, and customer service skills
• Track record of being a hands-on, innovative, and motivational leader

Customer Experience Lead-english Team Resume Examples & Samples

• Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth
• Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed
• Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues
• Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals

Customer Experience Payments Lead Resume Examples & Samples

• Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance and developing members of the team to ensure career growth
• Keep up with day-to-day management duties such as scheduling, shift approvals, team and one on one meetings, and answering basic HR-related questions (pay/benefits, etc)
• Act as primary owners of workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed
• Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
• Understand the top user issues and make recommendations to improve Airbnb products and policies
• Stay connected to the customer by spending at least an hour/week working on tickets and handling occasional escalated issues
• Accountable to the overall metrics of the team, including productivity, quality and efficiency
• Drive team to meet and exceed metrics expectations; Understand what levers to pull to improve outcomes and take action to meet goals
• Able to balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb
• Ensure completion of all requests of your team (i.e. surveys, metrics requests, etc) by required deadline
• Stay connected with key teams (Product, CV) and leverage ideas and suggestions in order to create efficiency for our product
• Work closely with Legal and Head of Compliance to ensure PCI compliance throughout the teams
• Understand needs of other CX Teams and work together to provide the appropriate coaching and content

Customer Experience Manage Resume Examples & Samples

• Oversee customer choreography and act as primary lobby leader
• Fully comprehend the training for all Bank applications i.e. TPT, Salesforce, Branch Capture
• Recognize additional products or services that fit the customer’s needs
• Comply with service values, Brilliant! at the Basics
• Promptly acknowledging customers in a friendly and professional manner
• Simplify, understand and guide customers while using superior customer service principles
• Working to in-depth knowledge of state and federal laws and regulation related to Fair Lending and other applicable regulations
• Strong independent judgment and decision-making skills
• Proven management skills
• Personal Banking products/services and commercial deposit products
• Compliance training
• Proven or strong aptitude for sales skills

Gcg-customer Experience Management, VP Resume Examples & Samples

• Sustain a Values–Based Culture through Power of One
• In one or more of the following disciplines
• Customer Service & Quality Management
• Ability to work at both strategic and tactical / operational levels
• Exceptional interpersonal and communication skills
• Ability to promote positive work relationships with all departments; be the change agent
• Ability to think clearly, analyze and resolve problems with good judgment
• Ability to adapt quickly
• Ability to direct staff performance, coaching and development
• Create a positive and high-morale work environment
• Ability to provide training as it relates to the job function

Customer Experience Love Specialist Resume Examples & Samples

• Assist Global Customer Experience Team & support WhiteGlove/VIP Team
• Contribute to improve internal processes & workflows
• Bring creative ideas to the table and raise the bar when it comes to delivering a magical experience
• Be the eyes and ears for local and regional vendors and gifting trends
• Go on special missions when needed example: World Cup, SXSW
• Serve as POC & decision maker for escalated and sensitive situations
• Document every touch point with customer in our tracking system, currently within Lantern
• WhiteGlove/VIP Support
• Assist guests with booking assistance - searching, messaging hosts, coordinating check-in
• Respond to internal-inquiries and give updates to Comms, Founders, Marketing & Management
• Keep the Customer Experience stand alive, through weekly host experience events and managing the cards writing station
• Exceptional written and oral communication skills (professional grammar and tone)
• Speaker of more than one language preferred
• Thorough understanding of Airbnb policies and product
• Proven track record of exceeding goals, going above and beyond
• Strong understanding of the vacation rental, travel industry
• Service or Sales Oriented background
• Amazing interpersonal skills and ability to handle difficult people & stressful situations creatively
• Professional and Discreet
• Very well-organized and able to handle large amounts of data– Excel/GDoc spreadsheet experience is a plus
• Ability to manage time and work independently
• Ability to think critically and make strategically sound, cost-effective decisions
• Flexibility with time and schedule
• Plus for experience with events or VIP services
• Leadership:Serve as internal Customer Experience expert. Bring knowledge from prior experience, keep a pulse on industry trends, and share these insights with the team to benefit the NYT business. Continuously identify areas of opportunity, think of new and out-of-the-box programs, all with the goals improving customer satisfaction and retention. Champions cross-functional projects and flourishes in a collaborative environment and builds strong working relationship with colleagues across the organization. Oversees team of professionals at various levels of experience and tenure and provides ongoing feedback and mentorship and helps team meet business and development goals
• Voice of The Customer: Develops a program for collecting customer feedback from various sources – call center, online comments, social media – and translates that data into actionable outcomes. This person has an ability to disseminate information clearly throughout the organization, and is able to deliver potentially sensitive and negative customer feedback in a constructive and professional manner
• KPI Development:Define and benchmark KPI’s that measure customer satisfaction. Partner with Customer Insight Group to establish ongoing Customer Satisfaction and NPS measurement programs and benchmarks across channels – call center, on site, etc. This person will identify new vehicles and methods for measuring customer satisfaction and will incorporate those learnings into future marketing and product plans
• Improving Customer Experience: Partners with colleagues throughout the organization – Care, Marketing, Product, Advertising, Technology, Legal – to advocate for the customer and ensure a best-in-class experience for all of our readers that is befitting of The New York Times brand
• Influencing Change: Serve as a catalyst for change throughout the organization based on customer feedback and sentiment. This person has the poise and confidence to challenge the norm and advocate for change on behalf of our customers. This person will help shift our culture to one of customer centricity in everything that we do
• Call Center Quality:Re-imagine call center quality process to ensure consistency across business units, accuracy and integrity by the agents, and to measure customer satisfaction in addition to compliance measures
• Budget Management: Manage financial forecasts around customer growth and expenses. Ensure optimal use of expenses to meet business goals at positive ROI
• Requires quarterly travel to contact centers in North Carolina and Iowa
• Bachelors degree required, MBA preferred
• 8+ years relevant work experience in customer experience, retention marketing, consumer marketing, and / or subscription management
• Experience interpreting and acting upon customer research, satisfaction metrics and measurement tools
• Data-driven individual who is comfortable with data and technology and can lead meaningful dialogue with product and technology teams
• Poise, maturity and interpersonal skills to deal professionally and collaborate across functions and internal stakeholders
• Proven strategic thought leadership and demonstrated experience driving innovation and change
• Leadership skills – demonstrated ability to manage high-performing teams and develop cross-functional working relationships
• Strong problem-solving skills – approaches problems logically with a solution-oriented mindset and with good judgment to provide the appropriate customer outcome
• Demonstrated ability to influence, manage, and present ideas via excellent clear written and verbal communication skills
• Strong project management skills including ability to manage multiple priorities at once, build relationships and work effectively with internal and external partners
• High degree of initiative and results orientation with a strong attention to detail. Proactive self-starter who sets priorities, takes on new projects and drives deliverables to execution with full accountability and a can-do attitude
• Experience working with call center and/or customer service organizations required.Direct Response Marketing experience in a B2C environment a plus
• Experience managing others and ability to develop talent

Customer Experience Senior Analyst Resume Examples & Samples

• Lead the analysis and reporting around customer feedback from the CX systems (Medallia) with the goal of identifying opportunities to improve customer experience, satisfaction, and loyalty
• Analyze and report on NPS and customer satisfaction data gathered through an online CX platform (Medallia)
• Align and analyze customer feedback data and research data to make actionable recommendations for changes that will improve the customer experience
• Partner with and advise Operations Managers, Marketing, User Experience, and Research, etc. on customer needs, trends, and focus areas
• Ability to analyze data and extract the most salient points that provide important insights, telling a story based on the data
• Use modelling and statistical techniques to identify relationships within CX data sets and establish causal relationships between customer experience and business performance
• Use data visualization tools, such as Tableau, to portray CX data and analytics in simple yet visually compelling and impactful ways

Data Analyst, Customer Experience Resume Examples & Samples

• Create and report on the efficiency of AOL’s sales process by establishing and tracking KPI’s, insights and reports
• Develop and maintain quote-to-collect end-to-end reports on sales process performance, trends and operational health for top management, and to drive project prioritization
• Design, develop, test, automate, and maintain reporting through various coding languages and web based reporting tools
• Contribute programming solutions that create efficiency and further push the technical aptitude of the Customer Experience team
• Troubleshoot, track, and investigate data related issues
• Maintain knowledge of current digital advertising industry trends in order to implement relevant operational metrics related to our programmatic, display, mobile, and video advertising businesses
• Support team members with technical guidance and tools for reporting projects
• Passionate about data and automation
• 1+ year of experience in a related analytics or developer role, digital advertising experience a plus
• Proficient in Microsoft Excel including experience with VBA
• Track-record of improved business results driven by candidate’s data analysis and insight
• Ability to translate analytically-driven insights to actionable recommendations for Sales, Tech and Product organizations
• Strong communicator who can partner with a diverse set of technical and non-technical stakeholders
• Extremely organized and capable of managing, tracking and troubleshooting multiple projects simultaneously in a fast paced environment
• Bachelor’s degree in Computer Science, Mathematics, Statistics, Economics or Finance preferred
• Any similar, relevant combination of education and experience

Cards Customer Experience Rewards Journey Team Lead Resume Examples & Samples

• Lead team to identify, consolidate, and integrate customer and business needs, market trends, and customer insights to prioritize needs and evolve product roadmap that will deliver remarkable customer experiences and capabilities to our customers
• Partner with Market Research to define and implement customer research/customer co-creation, prototyping and testing to gain insights and identify customer needs and solutions
• Partner with Product Rewards team to design optimal rewards experiences both in need to have and innovative approaches
• Support partnerships with global and regional consumer stakeholders and with global channel teams to evolve, integrate, align, prioritize, and represent business and customer needs
• Interface with Legal, Compliance, Risk, and ensure strategies and execution for the set of features under their control are delivered flawlessly and meet key compliance, risk, and control need to protect both our business and customer interests
• Passion and knowledge of digital ecosystems and digital customer experience best practices across desktop, mobile, and tablet. Knowledge of mobile first principles a plus
• Customer Centric and an engineering mindset. Significant experience using customer centric research and customer analytic tools (i.e., Voice of the Customer, NPS, Opinion Lab, Usability labs, Market Research) to identify customer mindsets and solutions
• 7+ years experience in Financial Services and/or Credit Cards

Temporary Executive Assistant to SVP of Omnichannel Technology & Customer Experience Resume Examples & Samples

• 1) Manage all scheduling functions in Outlook including coordinating calendar availability across multiple attendees, booking conference rooms, managing incoming invitations, moving meetings as needed and settling schedule conflicts based on prioritization
• 2) Ownership for regular kitchen supply ordering and daily replenishment from backstock
• 3) Preparing meeting materials and distributing as needed
• 4) Track and reconcile expenses and corporate credit card statements
• 5) Set up and orient newly hired team members with Systems department for appropriate systems access
• 6) Book travel including flights, hotels and cars
• 7) Order meeting meals as needed
• 8) Coordinate with building security for external guests and ID badges for employees
• 9) Manage the conference room on the floor, maintaining a clean organized space and facilitating room reservations as needed
• 10) Assist with minimal reception duties, distribution of mail, signing for packages, assisting and greeting candidates and visitors
• 11) Coordinate team events such as team lunch & learns, volunteering, spirit events, birthdays and holiday gatherings for the Omnichannel team
• 12) Serve as a team captain for major fundraising events such as United Way, JDRF, etc
• 13) Help coordinate events in the building such Halloween, etc
• 14) Update and maintain phone lists, email distribution lists, org charts and other contact information sheets
• At least 2 years work as an Executive Assistant
• Ability to prioritize and manage scheduling with a diverse group of contacts
• Assertive and adaptable in a fast-paced environment
• Organized, self-motivated and results oriented
• Ability to create and edit files in PowerPoint, Word and Excel

CE, Customer Experience Expert Resume Examples & Samples

• Identify and report trending issues
• Must utilize educational tools to keep yourself updated on changes in the business
• Will work with leaders to drive positive movement in center KPIs
• Elicits and records customer information and inquiries, following prompts from a computerized system
• Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse
• Remains up-to-date on products and services to ensure customer satisfaction and to maximize sales opportunities (e.g. marketing matrix, new product information). Determines and implements advanced strategies/techniques to effectively counter competitive offers and educate customers on product comparisons. Applies advanced knowledge of competitors to influence customer decisions
• Resolves customer complaints/concerns through active listening, empathy, and professionalism
• Demonstrates ability to establish and maintain effective relationships with customers, delivering the Comcast Quality Experience (CQE)
• Establishes customer needs through enhanced probing techniques, then promotes and recommends Comcast products and services based on customers' needs and interests to establish long-term customer value
• Aligns product, feature benefits, and pricing to the need of the customer. Promotes, recommends, and sells the value of Comcast products and services based on a logical relationship to the customers' needs and interests. Demonstrates increased proficiency with customer interactions
• Demonstrates proficiency in technical troubleshooting of all product lines and articulates relevant information and directions in an organized and concise manner. Supports, develops, and mentors peers or other customer experience agents to increase quality of overall customer experience. Continues to improve sales ability through ongoing training, role-playing, and coaching. Supports co-workers with advanced knowledge of Retention job family disciplines. Shares successes and new ideas with team members in order to achieve both individual and team goals
• Assists team leaders and supervisors with customer-impacting projects
• Maintains and coordinates interdepartmental communications. Supports other lines of business as call volume dictates
• Work in a fast-paced, high-pressure environment, maintain composure in stressful situations, and manage and diffuse angry or upset customers
• Provides prompt assistance and resolution to customer experience agents who are having problems with order entry, billing or need help finding the best offer to retain customers
• Considers customer request to disconnect or downgrade services and makes valid attempt to prevent adverse action
• Provides constructive coaching to the front line customer experience agents based on their supervisor feedback, and productivity report with the goal to help the agents to improve their productivity and efficiency
• Generates appropriate written communication to subscribers and maintains required records, logs and documentation relative to productivity standards
• Independently recognizes and diffuses escalated customer situations utilizing all resources available in a courteous and patient manner
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary

Customer Experience Analytics Analyst Resume Examples & Samples

• In-depth analytical thinking-ability to interpret information, and identify root cause to formulate and document multiple hypotheses
• Excellent oral and written communication skills, especially in the areas of active listening and providing objective, constructive feedback. Cognizant that information may be of a sensitive or controversial nature
• Strong prioritization and time management skills
• Curiosity - in finding the root cause of the problem or opportunity, getting the right audience, usage, and context
• Exceptional relationship building skills
• Sound judgement skills
• Self-Starter
• Partner with cross-functional teams to help drive goals on ‘Top Down’ and ‘Bottoms Up’ Net Promoter Scores
• Identify key customer journeys and formulate action plans to ensure best-in-class experience
• Help drive best-in-class customer value propositions across our products and market offerings
• Architect end-to-end product experiences and enhancements across all customer touch points and channels, in partnership with Product and front-end teams
• Take the lead and implement market leading on-boarding processes, fully leveraging the evolving nature of the local marketplace
• Assess end-to-end business policies, processes, and practices which currently stand in the way of outstanding customer experiences, and implement enhancements to drive customer satisfaction and improve net promoter score
• Be the customer experience advocate on key cross functional initiatives and projects
• Partner with cross-functional teams to develop/ implement a roadmap of new servicing and engagement experiences, in order to surprise and delight our customers,
• Work closely with Operations and Technology teams to track problem incident trends, identify root cause and structurally eliminate key pain points
• 12+ years Product management, Marketing or Sales Management
• Post-graduate degree

Manager, Enhanced Customer Experience Resume Examples & Samples

• Focusing on bringing the state-of-the art customer experience features and solutions to existing products
• Understand how customer experience features & solutions are being utilized and impact customer satisfaction
• Work closely with Product, Care, Tech Ops, and Retail Teams to understand challenges and develop proactive solutions to improve the customer relationship
• Create and manage internal and external awareness tactics to promote the use of self-service support tools. Support ongoing product literacy efforts to inform employees and customers about the latest customer experience innovations
• Regular competitive benchmarking of self service tools and awareness best practices
• Travel to field locations to support focus group, training activities, and internal awareness
• Ability to lead & manage projects across multiple teams
• Demonstrates excellent project management skills with a proven track record of successful delivery of projects on time, in line with budget expectations & strategy
• Background in technology or Care a plus
• Consistent exercise of independent judgment & discretion in matters of significance
• Regular, consistent & punctual attendance
• Available for travel on regular basis

Team Lead Customer Experience Resume Examples & Samples

• Lead quantitative and qualitative market research studies focused on the existing and potential customers to understand customer needs
• Liaise with Business Intelligence for customer analysis and segmenting
• Responsible to analyze and interpret the NPS score as well as implementation of action steps to increase the NPS score
• Develop a loyalty program catering to all mytheresa.com customers at different levels including a smart reward system of benefits, services and experiences
• Create, increase and maintain customer engagement through a unique customer loyalty program
• Devise strategy and implementation plans through targeted initiatives and partner collaborations (“customer lifecycle management”)Review program performance and analyze reports in relation to average sales, acquisition, spending behavior, return visits to identify opportunities and enhance program accordingly
• Develop and implement KPIs as well as standard reporting systems to evaluate program performance and member purchase behavior across key segments
• Secure close collaboration with Brand Management, Online Marketing, Shop Management and Retail
• Lead, inspire, and cultivate the VIP customer management team
• Build strong personal shoppers and develop a leading “concierge service” Manage a team of currently 3 employees incl. efficient budget management
• Several years of relevant work experience preferably gained in a luxury brand environment
• Bachelor or equivalent (MBA preferred)
• Ability to anticipate the needs and desires of the mytheresa.com customer
• Strong relationship builder both within the organization and with external partners
• Enthusiastic, creative, innovative with proven experience to create loyalty programs
• Detail-oriented, hands-on mentality and result-oriented
• Ability to manage multiple projects in a fast-paced, deadline-driven environment
• Fluent in written and spoken English

Customer Experience & IX Focal Resume Examples & Samples

• At least 2 years experience in delivering digital business and marketing projects and initiatives with tangible results, working across organizational boundaries, and interfacing with client management
• At least 2 years experience in contributing to thought leadership in digital marketing, branding and strategic consulting, facilitation techniques, and leading practices
• At least 2 years experience in demonstrated excellent written and oral communication skills, including presentation skills
• Readiness to travel Up to 4 days a week (home on weekends-based on project requirements)

VP, Product Customer Experience Resume Examples & Samples

• Architect end-to-end product experiences and enhancements across all customer touch points and channels, in partnership with Product teams. Projects will include new product launches and refreshes, customer facing channel enhancements and changes to product policies
• Assess end-to-end business policies, processes, and practices which currently stand in the way of outstanding customer experiences and implement enhancements to drive customer satisfaction and improve net promoter score
• Advocate for the customer experience on cross functional projects
• Partner with team to develop a roadmap of new servicing and engagement experiences to surprise and delight our customers,
• Identify and resolve customer experience issues in partnership with the customer servicing unit
• Ensure sound control and compliance for all customer touch points
• Must be passionate about creating best-in-class experiences and driving customer-centric change
• 7+ years of relevant experience in customer experience, digital experience, product development, marketing or service
• Unique customer focus. Ability to apply a customer mindset to shape solutions and approaches and to drive change/achieve business goals
• Ability to translate concepts and ideas into business requirements
• Strategic thinker with ability to anticipate downstream impacts of decisions
• Hands on, Pragmatic problem-solver
• Successful track record in managing projects that entail collaboration with cross-functional teams (e.g., Business teams, Servicing, Vendors, Technology, legal, Finance)
• Must be able to prioritize assignments and work in a fast paced environment
• Demonstrated ability to drive results with a strong sense of urgency and decisiveness
• Strong relationship management skills with ability to deepen relationships and build partnerships among peers, internal partners and external constituencies
• Comfort with analyzing and interpreting data
• Strong written and verbal communications
• Willingness to question traditional assumptions
• Bachelors degree required.  

Assistant Analyst, Customer Experience Resume Examples & Samples

• Define, test, and iterate on concepts that improve the Customer Experience
• Deliver Ad-Hoc analyses and reporting to our cross functional partners
• Audit qualitative and quantitative data sources and ensure data integrity
• Analyze Voice of Customer data to surface operational issues and customer preferences
• Conduct strategic analyses with partners in the organization to develop recommendations for changes in policies, processes and systems
• Contribute to short and long term vision of the Omnichannel Customer Experience
• Partner with Contact Center and Store Operations to ensure our frontline associates are aware of new initiatives, functionality and enhancements in our stores and online
• Conduct industry research on trends in the omnichannel space
• Conduct focus groups with our front line associates and Contact Center Reps to understand points of friction
• Create reporting that helps monitor the day to day health of our the customer experience
• Create requirements and UAT on a data warehousing project
• Omnichannel experience is a plus
• Knowledge of order management systems, call center and distribution
• Analytical and comfortable communicating insights from data
• Strong organizational skills and attention to detail
• Ability to multi-task in a dynamic work environment and manage competing priorities
• Positive attitude and the ability to change direction with little notice
• Highly motivated/self-starter with a sense of ownership, a willingness to learn, and a strong desire to succeed
• 2-3 years experience in reporting/analytics

Specialist Customer Experience Resume Examples & Samples

• Works across business to identify and fix high impact CX issues
• Analyse insights to identify CX improvement opportunities and pain points
• Evaluate and recommend potential solutions in order to deliver customer improvement solutions and initiatives in conjunction with business to establish a differentiated and desired customer experience
• Establish closed loop processes and engage stakeholders to agree action plans for remediation or improvement of customer pain points

Citibank Berhad Kl-head of Customer Experience & Quality Resume Examples & Samples

• A minimum of 10 years of experience financial services preferred
• Broad based experience in Service, Marketing, Business Process Engineering, Customer Research & Technology
• Sound Knowledge of the Financial Services industry

Customer Experience Insight Analyst Resume Examples & Samples

• Implement and run the Customer Experience Tracking programme
• Support roll out of the new Customer Experience Tracking programme
• Manage and run the on-going reporting of the Customer Experience Tracking
• Deliver insights to the business to improve our customer experience
• Design and run all store and shopper research with support from wider team to improve store design and merchandising

LS Professional Services & Customer Experience Resume Examples & Samples

• Works with internal stakeholders to develop a comprehensive CX vision, strategy and innovative CX solutions for the organization. Strategy will be based on sound analytical approach, using competitive intelligence, metrics and alignment with LS business plans
• Develops a comprehensive professional services strategy for delivery of innovative solutions and offerings for the organization
• Develops 3 to 5 year plan to drive transformation across with the ultimate objective of attaining Top 3 Net Promoter Score
• Effectively translates strategy and execution dimensions for services to the senior leaders and front-line staff
• Provides strategic leadership and direction for the delivery of pre-and post-sales services and support to customers. Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy
• Responsible for providing consultative services for schools to support technology delivery
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements that translate to a value add to the customer
• Maintains a focus on all activities, processes and initiatives that will drive revenue, reduce inefficiency and reduce costs
• Works collaboratively with the Sales organization to ensure that services offerings support core product and that delivery costs are in line with profitability targets and goals
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function
• Drives comprehensive staffing capacity management planning to best utilize all staffing options including full time, part time and temporary employees to service all markets|
• Plays a critical role in leading development of a culture that is customer focused at all levels and within all functions
• 10 to 15 years of proven experience in strategic customer-facing role, with specific expertise in delivering best in class service delivery capabilities using NPS as a measurement of success
• Proven track record of developing and executing strategies that drive cultural change related to the customer experience
• Outstanding communication and interpersonal skills
• Ability to write and present clearly and persuasively
• Strong financial skills
• Analytical and process oriented mindset
• Solutions oriented-ability to think fast and move quickly to find the right offering that will meet customer needs
• Makes sound, logical and data-based decisions on complex issues and problems, fully considering the risks involved
• Define and communicate the new Customer Experience vision by fully engaging with the Senior Leadership team and other key stakeholders
• Outline “the journey” to achieve the customer experience vision including key landmarks and measures of success
• Working with the Customer Research team (Marketing) define the research and quantitative measurement of Customer Satisfaction and NPS, and build a first-hand understanding of the current customer experience as seen through customers' eyes, across all touch points
• Be the voice of the customer for the business and the advocate of greater customer satisfaction
• Ensure regular programmatic reporting on progress and impact
• Work across the UK business as a whole. It’s vital that this is seen as a cross business programme and not ‘owned’ by any one area
• Build good strong relationships with all departments – all areas of the business will be involved in the CX programme
• Ensure that the CX process is embedded , adapted where necessary, and followed
• Proven experience of leading customer experience programme in large service organisation and with demonstrable positive impact resulting in increased customer satisfaction
• Passion for customer experience - analysing products, customers and market dynamics and aligning these to connect the right prospect to the right product or service
• Analytical capabilities with an ability to make effective, timely decisions and also empower others to do so within clear accountability frameworks
• Able to lead by example and inspire, influence and energise others around new opportunities
• Understanding of how to develop customer experience initiatives
• Excellent communication and networking skills with a strong sense of teamwork and an ability to deal with stakeholders at varying level of seniority
• Exceptional leadership skills
• Strategic planning & delivery leadership
• Commercial acumen – justifying investment
• Good understanding of the UK education sector (preferred)
• Experience of adhering to a well-known UK or international brand
• MBA (preferred)

Senior Customer Experience Improvement Leader Resume Examples & Samples

• Deep understanding and experience working with on-premise and hosted software solutions for Enterprise customers
• Ability to articulate analyses and findings in a crisp and concise manner both verbally and through written presentations/communications
• Fluency with data analysis, voice of customer/customer research, and performance measurement; ability to integrate multiple data sources to inform root cause analysis and customer-centric decision making
• Strategic mindset with demonstrated experience influencing leaders to drive customer experience improvements across products/channels
• Proven ability to build partnerships and engage at the executive, team, and individual levels across organizations
• Should be equally comfortable working in a program and product management capacity, both are required for success
• Knowledge and understanding of Adobe enterprise products and the competitive space in which we operate

UK Customer Experience Teammate Resume Examples & Samples

• Build and sustain an extremely high level of skills centered on sophisticated customer handling and superior communication
• Express a significant capacity to troubleshoot all products related to the eBay platform and clearly offer solutions or recommendations
• Ensure all information related to customer issues is logged and tracked
• Ensure you keep up-to-date with all relevant updates/new features by keeping up-to-date with outlook emails/team updates etc

Head of Customer Experience & Service Resume Examples & Samples

• Lead, organize, and drive execution within the customer experience & service team
• Design novel customer experiences that challenge conventional customer service for new technologies and products at scale
• Track, analyze, report on, and optimize customer service
• Work with a global management team to deliver cohesive and coordinated customer engagement and market development strategies
• Develop and improve customer service best practices and playbooks that reflect commitment to achieving the highest standard of satisfaction, excitement, and loyalty

Customer Experience Senior Operations Manager Resume Examples & Samples

• Direct experience in Customer Service or Retail E-Commerce Operations
• Extremely comfortable in running large-scale customer service operations in a fast paced, rapidly changing environment
• Solid understanding of the latest technologies and systems—you’re always looking for ways to improve processes from a technical standpoint
• Demonstrated ability to manage multiple projects and coordinate across functional teams

Head of Customer Experience Analytics Resume Examples & Samples

• Lead team focusing on driving insights that inform the Customer Experience strategy and roadmap and deliver value through quality of insights and recommendations
• Utilize best in class tools and techniques to bring data including the use of a Customer Experience Analytics tool using ClickFox, Lead customer experience reporting and cross-channel KPIs
• Synthesize information available (both qualitative and quantitative) and formulate strategic recommendations
• Support product teams in developing and evolving key journey roadmaps based on client and business needs, market trends, and customer insights

Head of Quality & Customer Experience Resume Examples & Samples

• Bachelor's Degree and above
• Professional License or Specialized Training or Certification is preferred
• 10+ years of relevant working experience, deep knowledge and expertise of customer service management
• Strong negotiation skills and problem solving skills, ability to work with different business lines and functions across the organization
• Tenacious, patient and sensible with a keen eye for details
• Strong sense of managing risk and compliance requirements
• Conceptual and innovative thinking is needed

Customer Experience Resume Examples & Samples

• Performs monthly analytics of customer survey results and complaints
• Identifies potential issues and directs research into root causes and potential solutions
• Coordinates, prepares, and facilitates monthly business review with Senior Executives
• Facilitates all survey design and implementation strategy with various groups across CCB
• Works with partners to establish and manage project requirements, priorities, and deadlines
• Coordinates resources (staff, equipment, vendors and consultants) across one or more projects
• Support business case assessment across investments
• 3-5 years of relevant experience in business analysis, financial analysis, or business strategy
• Bachelor’s degree in Finance, Economics, or related field; advanced degree preferred
• Passionate problem solver and critical thinker with exceptional analytical skills
• Strong project management skills with a proven track record of executing against deliverables
• Excellent oral & written communication skills
• Able to synthesize large amounts of data, summarize key concepts and articulate relevant issues
• Self-starter that seeks to break the status-quo and initiate improvements
• Strong technical skills; proven record of partnering with data teams to deliver analytical insights
• Flexible, able to adapt to changing environment and goals
• Ability to navigate across functional groups within CCB and across the firm
• Proven ability to deal with ambiguity, think critically, solve problems creatively
• Excellent time management skills – must be able to multi-task
• Must be able to plan and meet deadlines, demonstrate strong sense of personal accountability
• Experienced with MS Office Applications (Word, Excel, PowerPoint, SharePoint, etc…)

Ah-customer Experience Development Partner Resume Examples & Samples

• Establish advocate performance targets that connect customer experience with business goals
• Partner with leadership teams to identify and diagnose potential development opportunities within the team
• Identify data collection tools, data sources, benchmarks, and performance targets
• Develop methods for data analysis methodologies and management reporting
• Develop methods of measuring if performance management aligns with organizational goals
• Identify and act upon inconsistencies in interpretation and/or application of policy and procedure
• Recommend coaching tools, training enhancements or programs that support desired behaviors
• Talk with management to identify specific work situations requiring employees to better understand changes in policies, procedures, regulations, and technologies
• Perform call and case monitoring evaluations to assist with identification of behavior or process trends
• Coach, mentor, and help develop customer interaction skills
• Support training, including in-class call simulations and evaluation and facilitation (as needed)
• Work independently or as a group to complete projects and advocate performance evaluation
• Participate in cross-functional calibration sessions to help promote the continuous refinement and improvement of performance analysis
• Collaborate with members of leadership to identify, analyze, create and implement customer experience performance solutions
• Displays high attention to detail
• Demonstrates strong informal leadership skills
• Regularly exercise discretion and independent judgment on business matters including confidential performance
• Demonstrate a positive attitude, professionalism, initiative, and flexibility
• Strong interpersonal skills (positive attitude, flexible, adjusts to change and thrives under pressure)
• Demonstrates strong mentoring skills
• Ability to prioritize tasks; work in an unstructured environment and multi-task
• Ability to convert data and trends into actionable information to improve performance
• Has demonstrated the ability to provide feedback to leadership and advocates
• Has demonstrated the ability to interact with various levels of leadership
• Exhibits strong computer skills, including solid knowledge of MS Office applications (Word and Excel)
• Experience handling customers within a contact center environment
• 2+ years’ experience in quality assurance or auditing role
• Ability to work full-time Monday through Friday (hours subject to change based upon business need or project requirements)

Head Customer Experience Resume Examples & Samples

• Identify and define necessary system for process improvement
• Identify, drive and facilitate process improvement initiatives to support the business goals to reduce process defect, improve cycle time, and increase customer satisfaction
• Coordinate country process improvement reporting both internal and regional
• Escalate any potential issues that might be impacting/delaying the process improvement initiatives
• Responsible in managing the Service Council meeting in driving the customer experience culture across the business
• Provide regular performance update on service initiatives to the service council members and other senior management
• Provide, manage and analyze consumer insight from various sources into actionable input to address business issues and improve business strategy
• Responsible, coordinate and work closely with process owners for NPS Bottom-Up, NPS Top-Down and Mystery Shopping survey result analysis and corrective action plans on key driver satisfactions
• Coordinate the internal customer satisfaction survey as a temperature check and test if newly established critical new processes are performing according to set expectations and provide feedback to process owners
• Ensure critical performances measurement tracking (Vital Few Measurement) achieved the set standard
• Ensure corrective and preventive actions are in place
• Coordinate with process owners to identify and set up new performance metrics that are critical to customers or any improvement opportunities to raise the bar
• Coordinate and ensure the implementation of Client Excellence Programs
• Candidates will have Customer Management Experience and will be passionate about Customer Service
• Applicants will need to have detailed knowledge and understanding of the service sector – including Consumer Trends, Social Media, Research, Transformation and Design of Customer Journey
• You must have previous experience in leading customer experience team, achieving high levels of engagement and business performance
• You will also have Customer Strategy/Journey design experience with a proven track record in delivering operational transformation to drive cost savings and Customer Experience Improvement
• Commercially astute, with well-developed influencing/negotiation skills and a positive approach to bring solutions working closely with the Senior Management
• Degree or equivalent experience preferred

Customer Experience Projects Leader Egm & Shs Resume Examples & Samples

• Connects directly with internal customers to understand the needs of improving & transforming Customer and Employee experiences and then aligns with the relevant teams to achieve projects goals in the domains of Service Center, Preventive Maintenance Experience, Customer Communication, Analytics visibility and projects that enable growth
• Develops external and internal customers experience maps and shows the impact of improvement across different customer touch points and drives innovation in customer experience as a core differentiator to GEHC
• Works closely with Digital Operations team to support or lead the digital tools regional deployment projects with a project management framework / methodology. Works closely with Marketing organization to align on the expected customer outcomes and value proposition
• Supports the deployment of analytics initiatives of customer feedback across the entire services and implement the actions aligned to improve customer experience in the relevant region
• Works with Product Management and Services Commercial teams to design the roadmap for Customer Experience for new products and services prior and during the launch milestone
• Develops and leads action plans that improve customer resolution time across GEHC services portfolio and drives the right culture to improve responsiveness across difference GE teams
• Coordinates project activities, including the development of internal and external communications, establishing roadmaps and benchmarks, developing implementation, testing and training plans
• Maintains effective working relationships with peers and global teams to seamlessly integrate the customer experience project into the overall strategic objectives and activities of the organization
• Excellent written and verbal communication skills and ability to interface and influence at all levels in the organization
• Demonstrates project management skills including project initiation, scoping, resourcing, and communication
• Experience with process quality methodology
• Solid understanding of IT technologies and how to apply them
• Ability to travel 50% of yhr yimr
• Analytic, creative and business focused problem solver
• BS Degree in Engineering, Information Systems, Computer Science or equivalent
• Minimum five years IT / Project Management experience of which two years should be in project management or equivalent
• Qualification in service design and customer experience mapping tools
• French Language
• Project management certification
• Experience in supporting marketing projects / initiatives
• Leadership Training Program Experience (IMLP, OMLP, FMP)
• Lean experience
• ITIL certified
• Experience in the Healthcare industry

Customer Experience Executive Resume Examples & Samples

• This role is an ongoing temporary role starting ASAP**
• To ensure that every customer sales enquiry is dealt with through the appropriate sales process
• To ensure that incoming/outgoing telephone calls are answered in a professional and timely manner
• Supporting and helping customers to switch to new means of communications
• To manage incoming calls and transfer calls, where appropriate, to the relevant department
• Dealing with the running and accounting of all administrative operational systems
• Working as part of a team
• Provide a friendly and professional welcome to all customers

Customer Experience Measurement Leader Resume Examples & Samples

• Manage the design and execution of all primary VOC for Equifax Customer Experience Program including Net Promoter Score, Top client studies, Win-Loss Research, operational satisfaction and other satisfaction and loyalty programs to help with building greater client engagement
• Implement and Manage customer feedback system and tool from Qualtrics
• Act as the subject-matter expert within the company regarding customer experience research and customer feedback methodologies
• Design and implementation of client experience and customer research programs and processes
• Provide qualitative and quantitative insights to guide the evolution and improvement of our customers' experience
• Ensure customer survey data, feedback system architecture and reporting/dashboards are current, accurate and structured in a meaningful manner
• Collaborate with all levels of the organization to develop, implement and manage customer experience and customer feedback programs that generate actionable insights into customer attitudes and behaviors, needs and wants
• Provide vendor management, if required, to ensure projects are completed on time and on budget
• Grow and enhance primary VOC expertise to continue to meet the changing needs of the business
• Bachelor’s degree required, Master’s Degree preferred
• 10+ years’ experience in customer insights or customer satisfaction or customer experience management role, in marketing or operations. Previous experience in business-to-business environment preferred
• Proven capability at managing large-scale research tracking programs including the development of reporting/dashboards and the actionability of insights and recommendation
• Experience in driving large scale change management programs
• Ability to design and execute insights project plans and deliver insights to multiple stakeholder audiences including high-value customers and senior leadership
• Excellent written and verbal communication skills, experience communicating with all levels of an organization – including C-suite/Executive level presentations
• Strong organizational and project management skills, ability to handle multiple projects simultaneously while meeting deadlines
• Strong computer skills including PC-based analysis tools
• Qualtrics or Confirmit experience a plus
• Proven ability to manage, coordinate and collaborate with all levels of an organization

Customer Experience Differentiation Manager Resume Examples & Samples

• Design and model structured pilots to test and measure the effectiveness of new concepts
• Define business requirements and lead the development of new service offerings
• Develop and maintain workflow, project plans, proof of concept, operating procedures, management reports and instructional/training materials required for the evaluation and adoption of new processes and technologies
• Research, track and communicate industry trends, best practices and competitive service offerings to identify opportunities for growth, innovation, increased market share, and competitive advantage
• Evaluate and articulate ROI and risk factors such as staffing, infrastructure, profitability and scalability, lead testing and evaluation of all implemented solutions
• Lead project teams and collaborate with business line advocates to achieve results
• Bachelor’s degree required, Masters preferred
• Three to five years in a Customer Experience related action planning role or related Research & Design, Product, or Innovation role
• Demonstrated success as a change agent, a willingness and ability to facilitate change and effectively address resistance
• Proven track record developing and implementing innovative solutions to attract, satisfy or build customer loyalty
• Excellent communication and presentation skills

Manager of Customer Experience Resume Examples & Samples

• Champions Stewart’s customer insights-driven growth strategy
• Drive the organization to work together for optimum customer experience delivery
• Creates vision for customer experience (CX) and Voice of Customer (VoC) programs
• Develop best practice surveys and tools for customer feedback analysis
• Work closely with field sales, operations, sales operations and marketing to understand the Stewart customer journey
• Develops actionable insights and recommendations to improve the customer experience
• Develop KPI’s and metrics that measure and monitor the health of the customer relationship
• Responsible for the development of Stewart’s Voice of the Customer program
• Oversees vendor relationships, as necessary, to facilitate research and analytics
• Recommend process and communication strategies to align with customer insights
• Facilitate working together across the business functions that touch the customer across the life cycle
• Define the customers’ value –determine the differentiating experiences to be delivered
• Other duties as assigned or reassigned by management
• Understanding of customer insights-driven growth strategy
• Customer experience understanding and methodology expertise
• Prior experience with primary customer and market research methodologies
• Previous management experience
• Analytical consultative approach
• Proven experience with instilling the discipline of process change and change management into the organization
• Ability to influence managers across multiple business units
• Bachelors degree in Marketing or equivalent
• 7 years of management consulting or agency experience in marketing research, CX/ VoC programs and customer analytics- or similar experience
• 5 years prior management experience
• 5 years prior experience in an analytics and or guantative marketing environment
• Creating compelling online written content that helps users to resolve issues and maximize their use of Dropbox
• Work closely with Content and Social Support managers to define and deliver overall content strategy
• Ensure that self-serve content is consistent, intuitive, and reflective of the Dropbox brand / tone-of-voice across all assets
• Manage self-serve content for all product and feature launches
• Drive continual content refinement and improvement through content experiments, user feedback and C-SAT / CES metrics, collaborating closely with CX Decision Analytics team
• Implementing the CX Self-Support UX and UI strategy through compelling experiences for support and education
• Building wireframes, mock-up and digital templates for self-support content channels
• Creating engaging video, image and rich media content across desktop, tablet and mobile resources to simplify how information is shared with our users
• Work closely with our Service Delivery, Product Expert and Decision Analytics teams to continually refine and optimize content and online design

Customer Experience Team Lead-critical Response Resume Examples & Samples

• Manage and mentor at least 8-12 associates in a fast-paced environment
• Help guide the strategic direction of team
• Performance management of team ­- monitor/review associates' work objectives and overall contribution to the team
• Owns and/or contributes to key results under relevant team objectives
• Bachelor's degree or equivalent
• 2+ years experience in customer support
• 3+ years experience in a management role
• Ability to inspire and motivate teams towards achieving individual and company­-wide goals
• A true customer advocate who knows what it means to go above and beyond for the customer
• Define and state expectations and objectives with team members that align with a shared vision
• Communicate well with multiple stakeholders and represents professionalism in the workplace
• Comfortable in a fast­-paced environment subject to rapid change and ambiguity
• Bilingual is a plus!
• Lead a team of at least 8-12 Critical Response Line associates, who respond to escalated customer support issues
• Manage individual and team performance - monitor and review associates’ work objectives and overall contribution to the team
• Own and contribute to key results under relevant team objectives
• Maintain constant communication of team needs, pain points, and wins
• Available for rotating on-call shifts as primary point of contact for emergencies
• Ensure that escalated issues are addressed appropriately and completely in a timely manner
• Commitment to excellence
• 3+ years in a fast-paced, high-volume contact center environment
• Must be willing to work the overnight shift, have a flexible schedule, willing to work off­ hours and weekends
• Familiarity with contact center operations, software and processes along internal tools and operating systems
• Undergraduate degree or equivalent required
• Must be self-motivated and driven
• Start-up and technology experience strongly preferred
• Strong communication and executive-level presentation skills
• Strong interpersonal skills and relationship building skills required; ability to proactively resolve conflictsStrong contact center management skills (technology, training, recruiting, etc.)

Customer Experience Lead m/w Resume Examples & Samples

• Establish a trusted/strategic advisor relationship with relevant Clients, and Commercial and Operational stakeholders, to drive the value of American Express GBT services
• Work with targeted Clients and Commercial teams to establish the relevant key performance indicators to track and guide servicing performance improvement
• Advocate customer needs/issues internally cross-departmentally
• Develop and share Customer Experience best practices to Clients to help improve the value proposition of American Express GBT
• Provide/enable relevant coaching and education of Service Delivery processes
• Identify opportunities to improve experiences to differentiate American Express GBT from competitors
• Use customer feedback and operational data analysis and insights to highlight priorities/opportunities
• Partner with regional leadership to develop Customer Experience improvement plans and drive relevant improvement initiatives
• Communicate plans and activities routinely, influencing and inspiring stakeholders
• Support internal stakeholders in delivering increased satisfaction, adoption, and retention
• Requirement to travel in region, e.g. customer visits, on-sites
• Prior experience in customer satisfaction/loyalty related role with a history of increasing customer satisfaction, adoption, or retention
• Bachelor’s degree or equivalent
• Fluent in English and at least one of French/German. (additional EMEA languages beneficial)
• Influential communicator able to challenge existing practices and position new ideas
• Strong team player with the ability to work collaboratively as part of a cross-functional team
• Good analytical skill set to use direct feedback and data to develop insights/opportunities
• Strong problem-solving ability
• Proficient in the use of MS Office software with strong presentation skills
• Good understanding of Business Travel organization (esp. Service Delivery) a plus

Customer Experience Insights Partner Resume Examples & Samples

• Identify opportunities to improve the Global Business Travel Customer Experience and also deliver differentiation versus competitors
• Review, interpret and challenge data to drive understanding of key drivers, risks, and opportunities, ensuring business change can be derived from insights, driving the ‘So What&#8217
• Collaborate and share expertise with other members of the Insights team
• Support the on-demand call monitoring activities to gain insights and, if required, support the compliance monitoring to achieve required coverage
• Identify and agree training needs that make GBTs service the provider of choice
• Support in developing the operational servicing improvement plans
• Influence partners to get support on change by using value add insights
• Communicate plans and activities routinely, engaging and influencing stakeholders
• Support relevant Customer Experience related operational activity e.g. survey alert closed loop process, to ensure SLA adherence and quality outputs
• Requirement for some travel in region, e.g. travel center visits, team meetings
• 5+ years experience in a customer experience improvement including customer feedback analysis and insight generation resulting in increased customer satisfaction or retention
• Excellent analytical skills and problem-solving ability
• An influential communicator able to challenge existing practices
• Ability to scale and operate in a global organisation, work collaboratively as part of a cross-functional team
• Strong attention to detail and accuracy
• Pro-active self starter with ability to succeed in a dynamic environment working to tight deadlines
• Very good Microsoft Excel skills and good PowerPoint skills
• Good understanding of Business Travel organization (esp. Service Delivery Network) a plus
• Fluent in English (additional APAC languages beneficial)
• Six Sigma, Lean or Process Excellence experience a plus

Customer Experience Team Lead Resume Examples & Samples

• Oversees 10-15 Customer Experience Associates
• Responsible for the successful on-boarding of the newest members joining the Customer Experience department
• Manages, coaches and develops entry level customer service reps
• Trains Customer Experience Associates on the foundation of core customer communication via email and mastering FAQs and low priority email tickets
• Evaluates potential to become full-time Customer Experience Associate and ongoing opportunities for career development
• Assimilates training classes to the customer experience team culture
• Becomes the expert in email as a channel for communication; allocates resources properly to handle email volume by urgency
• Continues to contribute in the channels while balancing management duties
• Identifies ongoing training opportunities

Senior Manager, Global Customer Experience Resume Examples & Samples

• Leads the global help desk and the delivery of IT services
• Drives the help desk service strategy at a global level
• Leads end-user life cycle management including asset management and related financial aspects
• Leads the desktop modernization strategy
• Plans and leads the implementation of end-user service solutions throughout the organization
• Develops, maintains and implements policies and procedures for optimal desktop services delivery and end-user support
• Plans and executes installations in support of business operation
• Works closely with IT functions and leaders to provide global support with tools and capabilities to result in high levels of customer satisfaction
• Partners with IT Enterprise Architecture for the review and execution of the desktop architecture
• Ensures continuous improvement to the end-user services that are aligned with customer’s needs and the IT strategy
• Provides technical expertise and direction in the areas of help desk/desktop/laptop/mobility computing and audiovisual in support of Edwards’ business
• Develops, maintains and implements procedures and guidelines in support of vendor provided equipment
• Builds and maintains productive business relationships with peers, business, vendors and customers at a global level
• Minimum of 13 years related work experience, plus Bachelor’s Degree in Computer Science or equivalent related work experience required; or MBA/MA/MA with 11 years of related work experience required
• Of total years of related work experience, minimum 5 years necessary as IT leader in the areas of help desk, desktop support and/or end-user support
• Healthcare or Manufacturing experience preferred
• Experience leading IT teams in medical/clinical/manufacturing environment
• Experience leading global IT teams
• Expert knowledge of help desk support and practices
• Expert knowledge

Executive, Customer Experience Management Resume Examples & Samples

• Translate the company’s service vision, corporate objectives and core values into handling plan for each customer
• Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department
• Communicate politely and timely including but not limited to SMS, email, letter and telephone calls
• Demonstrate awareness of the customers’ needs by taking actions that are tailored to the customers’ needs and requirements
• Provide effective service recovery in addressing customer’s needs by ensuring compliance to service recovery procedures and minimizing costs through corrective actions
• Coordinate with the relevant stakeholders to investigate and respond to customers in a timely manner
• Identify and highlight issues that impact policies, processes and procedures for the necessary changes/ improvements
• Maintain accurate and timely records of correspondence or discussions with the customers in various systems
• Keep abreast of developments and changes in products, services, policies and procedures by reading pertinent journals, attending briefing/meetings and courses
• Participate in a variety of special projects as requested, including explorations of system or process improvements etc

Customer Experience Center Resume Examples & Samples

• Completes incoming customer requests to provide accurate, complete, consistent, accessible and timely information to optimize every interaction
• Responsible for processing incoming work to Lilly per required processes and timelines
• Serves as contact for the center for designated products and / or partners with business liaisons, brand, medical, and technical
• Responsible for knowing the portfolio of approved resources available to answer and fulfill requests
• Understands and exhibits the customer experience principles through interactions
• Responsible for ensuring the call center supplier needs are met and serve as additional resource to complete work as needed
• 3+ years of experience as pharmacist, nurse or other qualified health care professional
• Strong interpersonal skills with demonstrated ability to influence and motivate others
• Microsoft Office/personal computer skills
• Ability to work independently and without close supervision
• Strong customer service orientation and experience
• Ability to communicate effectively to a variety of audiences including customers
• Initiative and problem solving skills to pursue issues and take appropriate action
• Highly organized with the ability to prioritize in a rapidly changing environment
• Strong ability to influence without authority in a team-focused environment
• Pharmaceutical industry experience

Customer Experience & Portal Manager Resume Examples & Samples

• The transition from a predominantly hardware business to a mixed hardware- software business which enables faster innovation, new business models, full customer journey management and ultimately a “Services First” business
• The digital transformation of the Corporate Business towards Software as a Service (SaaS)with subscription models and delivery via the cloud for most offers
• Responsible for translating relevant customer needs and innovative possibilities into digital services for our clients, based on a solid business analysis
• Align existing business processes towards a customer-centric approach and apply to new customer services
• Define and deliver customer/channel -facing business processes, navigation and user experience (Lead to quote, post-sale Service…), taking into account the end-to-end customer journey and enhanced digital customer experience Enterprise wants to promote
• Assist manager in motivating fellow Outfitters, keeping them engaged and working as a cohesive team
• Fosters growth and development of retail Outfitters by supporting training initiatives
• Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Kiosk, VOC and In-Store Pick-up

Analyst, Customer Experience Resume Examples & Samples

• Coordinate with various lines of business and obtain requisite data to develop daily, weekly, and monthly reports to publish to cross-functional teams and mid-to-senior level management
• Develop new reporting and dashboards to support the changing needs of the core team
• Assist in testing of new software rollouts and manage software enhancements effects on managements reporting
• Translate business needs into a MIS
• Work alongside fellow MIS developers to bring synergy
• Train users on new reports and how to navigate, access, and analyze
• Look to bring automation in reports
• Develop project dashboards, program summaries, executive summaries
• Perform other duties as needed on a monthly and ad-hoc basis
• Be flexible and adaptable to change
• Stick to deadlines
• Actively participate in discussions not related to his/her core work but related to the parent process

Customer Experience Leader Resume Examples & Samples

• Partners with management and process owners to develop transformational strategies and objectives designed to transform the business processes by placing focus on the customer value proposition and continuous improvement
• Participates in the development and coordinates the implementation of activities to include diagnostic, design, evaluation and sustainability. Ensures progress towards transformation objectives, optimization of results and continuous improvement
• Facilitates and leads transformation of business processes which include the review of current state, creation of maps and future state targets, along with continuous reviews and assessments of the end to end processes/customer experience
• Collaborates and partners with value stream leaders and management to define, educate and engage the workforce in the transformational strategies, objectives and future state targets. Ensures appropriate communication methods are utilized resulting in the continuous communication of key deliverables
• Develops implements and maintains visual measurement systems, dashboards and reports to track the effectiveness of continuous improvement processes. Facilitates periodic reviews with key stakeholders, value stream leaders, managers and the workforce
• Champions the business transformational efforts by engaging the workforce in challenging the way we do business, educating and implementing improvement lean methodologies and tools, driving measureable improvements and process flows to ensure alignment, achievement and sustainability of goals, objectives and future state targets
• This position requires extensive or prolonged typing/keyboarding
• This position requires 1-33% travel, which may include flying and/or driving and some overnight stays
• Exceptional strategic and analytical expertise with ability to take ideas and assemble concepts/solutions
• Effective communication skills, both oral and written; particularly expertise in using PowerPoint to effectively present strategy, concepts and initiatives
• Previous experience driving and measuring business outcomes
• Considerable knowledge and experience in leading the implementation of Customer improvement/process improvement/transformational methodologies, strategies and tools
• Excellent analytical skills, attention to detail, problem-solving and decision-making skills and demonstrated application of skills
• Excellent organizational, interpersonal and negotiation skills
• Ability to effectively communicate and make presentations to diverse audiences which may include, key stakeholders, organizational leaders, management and staff associates
• Strong quantitative, statistical, data analysis and interpretative skills, with the ability to evaluate data/information to identify opportunities
• Demonstrated ability to meet stringent deadlines, to work independently and as part of a team, to guide, train and motivate others
• Ability to handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment
• Ability to work with all levels within the organization
• Ability to maintain a high degree of confidentiality
• Ability to travel up to 33%
• Minimum of 5 years experience leading transformational efforts

Customer Experience Analytics Lead Resume Examples & Samples

• Developing strong, open and professional relationships with colleagues across Barclays to ensure broad understanding of the key drivers in the business (10%)
• Work with business partners to further understand how customer journey analytics can benefit their business and development key findings and recommendations based on journey analytics to improve customer experience and refine business practices (25%)
• Work closely with the customer experience journey process and mapping team to assist in any MI needs and insights (20%)
• Maintain strong working relationships with vendors that provide insight or software used in journey analytics and maintain the day-to-day contractual responsibilities (15%)
• Develop ad-hoc strategies and analysis to identify areas of customer experience opportunity that will improve customer experience and maintain portfolio growth and profitability (20%)

Analyst, Customer Experience Analytics Resume Examples & Samples

• Post-Secondary degree, 2+ years of direct experience, Expert technical and business knowledge of all P&C products and processes
• Expert knowledge in Windows-Microsoft Office, specifically Excel and PowerPoint
• In-depth analytical thinking-ability to interpret information, and identify root cause to formulate and document multiple hypotheses. Experience with speech analytics
• Tactful diplomats
• Strong knowledge about business processes in various lines of business
• Ability to work under pressure and meet tight deadlines
• Strong presentation skills-ability to tell a compelling story
• Self-motivated, team player who can also work independently

Russian Customer Experience Teammate Resume Examples & Samples

• Calling Russian customers in a bid to resolve their issues
• Answering email enquiries from Russian customers
• Own customer issues to the point of resolution, keeping Top Traders updated throughout
• Be an advocate and ensure satisfaction of the Top Trader group
• Achieve Quality, Satisfaction & Metric driven Targets as set out by Supervisor

Customer Experience Analysis Associate Resume Examples & Samples

• Bachelor’s Degree is preferred but related business experience is acceptable. The ideal candidate will also demonstrate
• Strong work ethic and high degree of self motivation
• Comfort with math and a desire to work with numbers
• Proficiency with Excel is a plus
• Desire to learn and share knowledge in a changing environment
• Implement internal services and integrations using Python and SQL, connecting to services like Salesforce and Zendesk
• Build internal and external-facing web applications using Python, HTML and Javascript and a variety of open-source technologies like React and Flask
• Work with other engineering teams to integrate our support systems into all our products
• Maintain and improve business-critical legacy systems and integrations
• Research technical solutions to business problems
• Write technical documentation and operational playbooks to scale yourself, ensuring the systems you build are maintainable long-term

Customer Experience Spec Resume Examples & Samples

• Gather & analyze all sources of client feedback, create summary, and make recommendations for corrective actions for all LOBs
• Assist in any aspect of LOB partnerships with Retail, Commercial, Wealth, Channels
• Coordinate with LOB partners the response to specific escalated client feedback complaints
• Research and respond to varied requests/questions related to CX scores, reporting, incentives
• Administrator tasks of client experience surveying/reporting: source file & data file administration, reporting site user administration, reporting site edits
• Own various CX Award programs and administrative tasks
• Coordinate request fulfillment for CX reporting for Global / Regulatory / Exec / Incentives
• Create and edit internal & external communications to be Transparent & Clear
• Assist in educating and coaching others in CX performance
• Be a proxy for any team member at any meeting
• Administer meetings/ webexs / videoconferences
• Build a high-performing organization
• Define the strategy, policy, and product business requirements for maintaining an exceptionally high customer experience bar
• Evangelize the customer experience bar and drive proactive risk management with stakeholder teams
• Define and report out on critical metrics needed to track customer experience and Seller compliance
• Identify and fix current gaps in current processes to detect and manage risk
• Dive deep into customer and seller complaints to resolve escalations and create future mitigation plans
• Create business requirements for new machine-learning based technology solutions to create risk-based detection and enforcement
• 10+ years business experience in Product or Program Management
• Bachelor degree in a field with a strong emphasis on analytics (Computer Science, Engineering, Statistics, Mathematics, Economics, Finance, Operations)
• Advanced Excel operations and analysis with large-scale datasets
• Excellent Verbal/written communication & data presentation skills, including an ability to effectively communicate with both business and technical teams
• Experience leading a global business and/or teams
• Experience in Pricing
• Experience in continuous process improvement, Lean methodologies and risk management
• Implementing clear service entitlements, covering: support offering, response time, customer service satisfaction and SLA
• Co-ordinating across all customer-facing support touchpoints for segment – spanning outsourced tier 1, tier 2 escalations, and self-service – to identify and address friction points, and to deliver continuous improvement
• Providing direct support to customers as needed
• Identifying and implementing region / country-specific refinements to service delivery where appropriate
• Working closely with localization / internationalization in particular to ensure translation quality across all customer-facing touchpoints
• You have 2+ years of work experience in a program management or customer service in the technology sector, preferably both
• You have existing knowledge of Dropbox products
• You can communicate complex technical information in user-friendly ways
• You have strong analytical and problem solving skills
• You can complete set tasks in a timely and effective manner
• You are degree qualified in a business or technical discipline
• Ideally, you have 1+ year project management experience or certification
• Apply excellent verbal and listening skills to reflect a friendly, positive disposition and commitment to the customer (whether it is our customers or the stores)
• Able to navigate proficiently through multiple systems
• Efficiently and effectively research inquires and complaints
• Prepare and maintain call center relation forms and reference material
• Document appropriate information on all issues handled
• Keep current with all new policy and procedures
• Follow up on all written correspondences and escalate as necessary
• Able to multi task while maintaining a professional disposition
• Follow up and coordinate with other departments to ensure problem resolution, and work together with other Representatives and Supervisors to promote an environment of customer satisfaction
• An upbeat positive work ethic
• Excellent follow through skills and the ability to work in a fast paced environment
• Solid PC skills including Excel, Word and Outlook are required with PowerPoint & Access skills a plus
• Prior retail experience preferred
• Excellent communication skills are required
• In addition, the successful candidate must display exceptional professionalism
• Geographical Leadership - represent Oracle Applications in the ANZ market, to customers, system integration partners, prospects, internal stakeholders, industry associations, and the media
• Thought Leadership - provide insight into the local Applications market, map our offerings to local market needs
• Business Plan - develop and execute our plan to dominate the ANZ software market in Applications in collaboration with the solution strategy team
• Territory Management - identify the market, target organisations, and segment according to your chosen go to market model
• Personnel Development - target, recruit and develop a local sales and solution team
• Sales Incentive Planning - manage team quota achievement
• Generate Demand - develop senior executive relationships within target accounts in the designated territory
• Campaign Development & Execution - collaborate with the solution strategy team to develop marketing and PR campaigns in the local market
• Strategic Sales - personally engage in the most strategic sales engagements, ensuring maximum sales conversion
• Pipeline & Forecast Management - accurately manage sales reporting on opportunity qualification and sales forecasting
• Customer Relationship Management - manage ongoing relationships with senior customers
• Customer Referencability - ensure maximum customer referencability from sales through quality of delivery and relationship management
• Stakeholder Management - manage stakeholder relationships internally, both with the regional Apps & Tech sales organisations
• Business Practice Management - ensure the sales team adhere to company policy on pricing, approvals, and contracting
• Sales experience – sales management experience, in a enterprise applications environment ideally
• Financial management capability – Demonstrated ability to manage sales pipeline and deliver accurate forecasts
• Sales experience – Track record of personally delivering sales success on a consistent basis and quota exceeding $3million per annum
• Industry experience – significant Apps sales experience
• CX, CRM, Contact Centre or similar customer oriented business apps knowledge
• Business planning capability – Demonstrated ability to articulate a strategy and plan to build a sales business based on financial objectives, territory planning, marketing plans, etc

Customer Experience Responsible, Years Resume Examples & Samples

• You will be in contact with Emerson customers by email and by phone
• Upon reception of Customers orders, you will have to identify the relevant products, clarify the prices from the system and the Customer Database and book the orders in the ERP system in a timely manner. This involves checking the lead-times provided by the Plants, potentially get a better lead-time for the customer and confirm the order
• You will follow-up on customer orders from order entry until delivery and invoicing of the goods including organization of transport worldwide
• You will offer support to the Sales Offices for all questions and direct them to appropriate contacts in other departments if needed
• You will be in contact with production plants and marketing, quality, application engineering and logistics departments all over Europe and be the single point of contact between the Emerson departments and the customer
• You will become expert in your field and will be able to solve complex customer issues
• Ensure holistic view of the customer experience enterprise wide; all products and channels via design sessions, and via root cause analysis of complaints and issues data
• Create customer experience improvement plan and influence implementation of key initiatives to improve results and drive customer loyalty
• Deep understanding of our customer through research and analysis related to customer loyalty; understand the competition
• Builds highly effective, highly motivated team of colleagues and partners
• Previous experience leading strategic customer experience programs
• 15+ years’ experience in a consumer/commercial leadership role with direct responsibility for delivering exceptional “customer experience”

Customer Experience Lead, Japan Resume Examples & Samples

• Ensure employee happiness by creating a trusting team; communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth
• Drive team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals
• Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings
• Influence Leaders to ensure Host and Guest feedback is being taken into consideration
• Be a confident problem solver, create a solutions orientated environment
• Understand the top user issues and make recommendations to improve Airbnb products and policies; support team in being the voice of the customer to the rest of the company
• Balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb
• Lead and/or participate in projects outside of the scope of your department, as assigned by your manager

Director, Innovation & Customer Experience Resume Examples & Samples

• Responsible for pre-sales activities within CAC, including Applied & Distribution Order Management, Applied & Distribution Demand Planning, and sales pipeline system. Oversee 8-10 outside vendors who provide 3rd party products for resale and services (IT systems, extended warranties). Provide weekly sales forecast to HQ
• Responsible for customer education activities within CAC including Technical Writing and Customer Training organizations
• Act as a liaison with LGEUS Credit, AR, Warehousing and LGEAI divisions to resolve customer issues and improve business performance
• Oversight of 4 CAC training academies and office facilities
• Ownership and administration of CAC Customer Satisfaction Fund
• Responsible for innovation systems and coordination of all cross functional components of digital platform
• Manage and control departmental expenditures within budget including travel. Build awareness and knowledge of CAC operational support and customer requirements and provide guidance to VP, CAC and staff
• Implement and mature the CX and UX process within enterprise services
• Design and conduct user research with internal customers for both services and products, including but not limited to user interviews, surveys, competitive analysis, and ethnographic field studies
• Sketch, wireframe, and prototype internal web products
• Design and conduct usability tests and any other exploratory activities to assess designs and prototypes
• Work with service engineers and service owners to create customer journey maps
• Conduct stakeholder interviews in order to determine requirements for projects
• Summarize and present research results and appropriate deliverables (user flows, user journeys, personas, etc.) to service owners and leadership
• Design and create objective surveys to assess internal user perceptions and satisfaction
• Experience creating presentations and engaging audiences
• Ability to communicate at both a high level and technical level
• Ability to work independently with little direction
• 0 Years with Bachelors
• 2 Years with Bachelors; 0 Years with Masters
• Awareness of new trends in interactive design, development, and digital platform
• Solid portfolio of research summaries, web and/or multimedia design is a plus
• Knowledge of usability, accessibility (Section 508), Search Engine Optimization (SEO), Search and
• Findability Assessments,, and other standard best practices
• Experience with Java Script and possess a basic understanding of current front-end coding practices
• Experience with SharePoint publishing and collaboration sites
• Experience with AGILE and waterfall project methodologies
• Experience using design thinking practices to solicit multiple ideas and create innovative solutions
• Experience championing CX and UX initiatives and adoption and creating or using metrics, other than usability, for measuring the impact of CX and UX towards key overall business goals

Global IT Tpm-customer Experience Resume Examples & Samples

• Facilitate the integration of hard metrics with feedback captured through customer engagements
• Compile this data to support new and existing Customer Experience enhancing projects and deliverables
• Act as the voice of the internal customer and influence the decision making and prioritization process for IT support and IT infrastructure engineering team activities based on quantified customer needs
• Translate customer needs into design and usability requirements for IT support and IT infrastructure engineering team project efforts
• Identify risks and remove blockers within IT support and IT infrastructure engineering team project efforts
• Track and report on the customer experience benefits tied to new services and service modifications resulting from customer feedback and product/service prioritization changes
• Bachelor’s degree in Computer Networking, Systems Administration, Computer Engineering or related technical discipline or comparable work experience
• Ability to communicate effectively with technical and non-technical individuals
• Proven problem solving skills
• Strong organizational skills
• Track record for managing complex technology projects with aggressive schedules and limited resources
• Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects
• Interact with project sponsors, Technical Program Managers and multiple engineering, support and development teams to define and deliver solutions in support of customer experience
• Drive effective teamwork, communication, collaboration and commitment across multiple groups with competing priorities
• Lead the global work stream managing CX focused design activities including research, design methodologies, benchmarking, and cross-functional recommendations for the online customer onboarding process (across cards and bank, all regions)
• Enforce the continuous optimization of application forms thru Avoka via use of dynamic A/B testing and data analytics across the markets. Help establish KPIs for each implementation to continuously measure success and performance
• Be a force of influence in leading the discussions with the Business, Compliance, Legal, Risks, and other control groups in negotiating ways of collecting customer information without creating customer friction or compromising regulations and policies
• Research business cases on how other companies are successfully accomplishing CX improvement goals leading to an improved “submit” and “conversion” rates in their online channels
• Ensure best practices and lessons learned are effectively communicated across all Avoka implementations
• A strategic driver in building the Avoka business case for new markets, products, and product expansion within Citi
• Track and monitor risks to the project as it relates to CX. Identify roadblocks across local markets that needs to roll up to global leadership team for escalation
• Support Program Manager in gathering information for executive reporting regarding global deliverables and milestones on the global Avoka rollout plan
• Own deliverables as delegated by the Program Manager and investigate solutions for gaps where no ownership is identified
• Enforce global standards and ensure customization is minimized in local market implementation
• Minimum of 5 years of professional experience in online CX optimization (or equivalent) and digital A/B testing related work
• Innovative, quick to adapt and eager to keep pace with the emerging technologies in the digital marketing space
• Must understand how to leverage data to drive CX strategies and derive insights to continually improve the onboarding experience using the Avoka platform
• Ability to develop strategies and execute against them with strong project management skills
• Experienced in working with external vendors to achieve business results
• Confident communicator who can engage senior management on relevant topics
• Ability to easily digest and interpret business priorities and objectives in a fast paced environment
• Bachelor’s Degree required; graduate degree preferred
• Strong project planning and management experience; highly organized and detail-oriented
• Embraces agile values and in delivering working products fast and frequently
• Must be comfortable with uncertainty and working with global functions and lines of businesses
• Autonomy must be balanced with teamwork. Should be able to work with minimal supervision and direction
• Interpersonal skills, patience, tact and the ability to maintain composure under pressure
• Good communication skills, both verbal and written. Assertive but polite in the face of conflicting demands. Must be able to adapt to different work and communication styles
• Strong sense of responsibility and might need to put in extra hours, depending on job demands
• Problem solving skills. Troubleshoots conflicts
• Expectations, breakdown severity and business impact, using customer measurement feedback
• Perform detailed analytics in order to identify root cause problems impacting customer experience delivery
• Participate in cross-functional working groups with the aim of identifying customer experience improvement solutions for identified and impacted business areas
• Facilitate and participate in customer experience proof of concepts and test solution efficacy for BSSA customers prior to implementation
• Conduct meetings, workshops with frontline staff, mystery shopping activities, etc. and perform root cause analysis
• Provide specialist guidance to the BSSA community on all matters relating to the customer experience both frontline and back office
• Support the production of business cases as part of the root cause and insights solutions
• Support the Head Customer Experience to interpret and translate Group Customer Care strategy into clear deliverables specific to BSSA
• Consult with Group Customer Care & Insights business partner on the contribution to customer experience ensuring alignment with and participation in current and new initiatives
• Develop solutions that will enable front line team members to provide a sustainable, proficient and professional level of service to customers
• Facilitate the project and programme lifecycle from a customer perspective and participate in the delivery of the solutions into the business
• Develops solutions to repetitive customer failures derived from roots causes, insights and all other problems that adversely affect customer experience
• Establish and execute on performance improvement programme in order to drive customer experience actions across BSSA
• Facilitate and participate in customer and employee forums in order to gain insights into customer experience and the obstacles to the delivery of a differentiated customer experience
• Develop and implement specific service initiatives tailored to the targets agreed for customer service level improvements for BSSA (NPS, Customer Satisfaction Index, Complaints, FCR, Quality, etc.)
• Produce quality reports on root cause analysis, the identification of solutions and the tracking of the effectiveness of actions deployed to improve customer service levels
• Present findings (Root cause, insights, action plans, customer solutions, etc.) to management and other BSSA audiences
• Providing accurate inputs to various BSSA and Group reports on root causes and the effectiveness of actions/solutions deployed to improve customer experience failures and service gaps
• Implement, track and monitor corrective action plans
• Build comprehensive networks and sound relationships with businesses across Retail & Business Bank including BSSA, in order to influence ways of working
• Represents BSSA Customer Experience on forums and positions best practice solutions
• Continuously engage with business as part of cross functional working teams in developing potential improvement solutions
• Ensure that appropriate relationships are fostered and developed with internal services and external partners, ensuring a culture of collaboration
• Manage the relationships with external parties that provide the insights and customer analytics
• Provide insights to customer forums and BSSA Exco to enable sound decision making that will drive the customer experience strategy
• Compliance to Group policies, legislation and regulations
• Relevant degree (NQF Level 6) or equivalent
• 5 years retail banking experience
• Proven ability to translate strategy into implementable initiatives
• Experience in root cause analysis and exposure to customer insights

Customer Experience Team Leader Resume Examples & Samples

• Role Model – to lead by example and treat others with courtesy and respect at all times. Live the OM brand (Caring, Connecting and Challenging) both external face to the customer and internally with colleagues
• To be a team player and work as part of a team to deliver the best possible service and experience
• People Management – to ensure the wellbeing of their Champions through active engagement, coaching and communication so living the OM brand
• Coaching – identify areas for improvement of individuals and team and provide feedback and coaching to improve performance
• 3 years of experience

Specialist, Customer Experience Resume Examples & Samples

• Maintain an end-to-end view of the customer experience and serve as subject matter expert on cross-functional Customer Experience initiatives
• Leverage various research resources and techniques to maintain current and relevant customer insights
• Support iterative research, design, and pilot/test cycles to test improved experiences. Confirm consumer needs are met while balancing business value. Lead or support rollout efforts to broader consumer base
• Identify and monitor critical customer experience metrics. Provide input into initiative prioritization and business case development
• Influence cross-functional customer touch point design, content, and timing. Ensure alignment with brand standards
• Promote and reinforce Customer Experience best practices and standards
• Foster a customer centric perspective and approach

Customer Experience Internship Resume Examples & Samples

• Act as a direct contact to our customers to ensure the best Shoptiques.com experience
• Oversee customer issues and ensuring timely resolution of all matters
• Provide thoughtful insight to customer concerns and work with the company to improve processes to enhance the WOW team experience
• Assist other areas of the business when required (Sales, Studio, International, Account Management, etc.)

Customer Experience Infrastructure Manager Resume Examples & Samples

• Monitor the Customer Experience parameter performance by providing Customer Experience Dashboard and regular Customer Experience report to management and provide business recommendation
• Lead the execution of Customer Experience Use Cases using Big Data capability
• Continuously improve the Customer Experience Data architecture and Dashboard referring to competition benchmark and best practice

Customer Experience Engineer Resume Examples & Samples

• Provide quality solutions for customer issues related to Commercial LaserJet and Ink Printers (Page Wide Array) hardware and/or software
• Set clear expectations and commitments during the investigation and resolution phases, then drive action plans
• Provide timely and proactive updates to customers, Field Technicians, Contact Centers and team members
• Elevate cases to next level ATS support as required by conveying case information in a concise and complete way
• Document the problem resolution to allow for future reference in Knowledge Database
• Provide consulting services for Contact Center and Field technicians as required
• Prepare for rollout/NPI of new product/services within defined technical areas
• 100% ownership of the cases received and driving it until resolution
• Understand the criticality of cases, how to prioritize these cases in existing workload and meets initial response time as defined in Service Level Agreements
• Deliver training to partners
• Perform Analytics to determine issue and response trends to drive prioritized resolution investment
• Prevent future occurrence by driving service response and/or communication of design fix requirements
• Bachelor of Science (BS) in Computer Engineering degree or equivalent or 3-5 years of experience in troubleshooting print hardware, software, or system issues while supporting customer facing and onsite support environment
• Proactive support/backlog management before cases are elevated to next level
• Basic project management, communication, and analytical skills. Lead cross-functional team members or small programs/projects
• Ability to provide thoughtful analysis of complex ideas/cases; develop and support main points with logically sound reasons and well-chosen examples
• Understanding of the business and organization to engage in quality programs with cross-functional teams
• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process
• Identify process/technical knowledge gaps in the organization & contribute to process change implementation
• Check & Disseminate Technical information to partners
• Advanced proficiency with case management databases and tools
• Superior customer service skills
• Phone and remote support experience. E-support experience, knowledge and resolution ability
• Ability to solve and document solutions for usage of other technicians and customers
• Ability to lead resolution activities with escalated customers

Head-customer Experience Resume Examples & Samples

• 15+ years of solid business development experience with respect to technology services and/or products with a leading technology services/products/consulting organization
• Experience working with a technology consulting organization
• Engineering degree
• MBA or equivalent relevant business experience
• Work with teams to research industry news and trends
• Collaborate on multiple Sales Operations projects, such as the re-launch of the online National Distributor Account Library
• Present and have exposure to senior executives
• Develop and execute a clearly defined customer experience improvement strategy in a manner that supports business growth, enhances equity, drives awareness and builds a loyal and engaged customer base
• Build and maintain strong cross-functional alignments and partnerships,
• Work with business and technical teams to identify and make significant changes to site features and experience, driving data quality and a top-tier customer experience
• Automate features and scale processes to improve convenience and product discoverability for shoppers,
• Define and implement improvements to product category classifications, product details/attribute, and inter-product relationships
• Produce impact analysis to measure ROI
• Utilize data to uncover insights and trends, develop actionable metrics and improvement plans based on the analysis and automate solutions to reduce manual effort
• Bachelor's degree in Business or related field
• MBA or advanced degree preferred
• 8+ years experience in customer experience
• Extensive industry experience with SQL, XML
• Deep knowledge of online marketing strategy development
• Built and led teams and influenced broader cross-functional teams
• Previous eCommerce industry experience strongly preferred
• Open to travel, domestic and international, as needed
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Conduct research as needed
• Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools
• Minimum of one year of customer interaction or customer support experience strongly preferred, either by phone or face to face
• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Excellent verbal and written communications skills, with a clear distinct voice
• Ability to handle outbound and inbound phone calls in a timely manner
• Ability to quickly resolve customer questions utilizing various computer screens and programs
• Strong computer skills including: Excel, Outlook, MS Word, etc
• Ability to learn new information quickly and apply it immediately
• Individual should be detail oriented and be able to work as a team as well as individually
• Auto experience strongly preferred

Customer Experience Data Analyst Resume Examples & Samples

• Receive client inquiries via all access channels (Clarity, Email, Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines
• Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support
• When appropriate provide consultative guidance to customers towards the resolution to their service issue
• Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues
• Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve
• Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes
• Routine maintenance, troubleshooting, and development
• Proper escalation and routing of customer issues and requests
• Familiarity with customer service and support for software or other information technology products
• Monitor group caseload, escalate or reprioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training
• Monitor and process flows to ensure that client cases are progressing through the workflow
• Serve as a mentor to team members on general Support tasks and processes
• Review SLA metrics and raise attention to other management teams in Support when the team is failing to meet the SLA guidelines
• Collaborate with Function Leads to help ensure client concerns are addressed with appropriate priority
• Serve as a first level of escalation and work directly with clients on escalated cases and concerns
• Regularly interface with other Concur departments to resolve customer issues and to develop and define processes
• Associates degree in a technical field or equivalent experience (Bachelor’s degree preferred)
• One or more years of troubleshooting software/hardware issues
• One or more years in a role interfacing with customers
• Travel industry knowledge is preferred but not required
• Ability to pass a background check
• Excellent analytical, written and verbal communication skills, including persuasion and documentation skills
• Ability to think logically
• Ability to plan and to prioritize
• Ability to deliver results and meet SLAs in a fast-paced environment
• Familiar with Windows OS, basic security and its built-in applications
• 1 or more years of experience in working in enterprise PC/Mac LAN/VPN environments
• Provide high quality analysis and insight to stakeholders including verbatim analysis, quality evaluation and front-line focus group feedback
• Identify opportunities to improve the GBT Customer Experience and also deliver differentiation versus competitors
• Review, interpret and challenge data to drive understanding of key drivers, risks, and opportunities, ensuring business change can be derived from insights, driving the 'So What'
• Requirement for some travel in region, e.g. travel centre visits, team meetings

Customer Experience Transformation Lead Resume Examples & Samples

• Performing and directing analysis of business performance
• Provide advice on product and process design initiatives across the business and identifying, scoping and assessing opportunities for improvement
• Driving approval and implementation of, and managing a portfolio of initiatives; &
• Working jointly with other members of the CE team to maximise outcomes to strengthen the Optus Customer Experience
• Degree qualified within a finance or business discipline
• Highly developed interpersonal and presentation skills
• Proven ability to perform business analysis and identifying improvement opportunities
• Proven ability to lead projects with multiple stakeholders outside your direct sphere of management control
• Able to demonstrate successful delivery of projects that enhance the Customer Experience
• High level of IT literacy (Advanced MS Office in particular Excel), with exceptional strong numerical and problem solving ability

Customer Experience / Digital Manager Resume Examples & Samples

• Managing the growth of multiple Ecommerce websites; including content updates, landing page creation, A/B split testing and constant innovation to drive business success online
• Day to day management of digital & social marketing campaigns including reporting, planning and managing the agency relationship
• Day to day management of web development projects to improve the customer experience and always put the customer first
• Working as a digital producer to methodically find, document and improve customer experience issues in digital environments
• Preparing presentations and documentation to outline compelling business cases to engage stakeholders and showcase what has been done and why
• Implement recommendations on digital/social media marketing channels to leverage for greatest impact based on research and analysis
• Liaise with cross functional MasterCard teams (Marketing, Product and Sales in particular) to coach and inform on best practice digital execution
• Work with teams across numerous time zones; a global role that will work across numerous regions (Asia Pacific, Europe, Middle East and Africa, North America and Latin America)
• Strategize and design the Customer Experience wing-to-wing roadmap, which includes the various touchpoints GEHC has with it's Customers
• Driving a Customer-focused culture across the APAC organization
• Manage and lead a team of region Customer Advocacy Leaders (CAL)
• Work with CALs and region teams to drive ownership and the sense of urgency to resolve Customer escalations
• Communicate with Customers as needed to ensure a desirable Customer experience
• Develop and lead Customer initatives
• Coodinate with global functions and teams for their support
• Develop, deploy and analyze Customer metrics & dashboards to measure Customer satisfaction and what matters most to Customers
• Develop, deploy and analyze Customer surveys in APAC, e.g. Listen & Act, NPS, etc
• Develop and deploy Customer focused operating mechanisms
• At least 5 years experience in GE Healthcare
• Knowledge and experience with GE Healthcare products and processes
• Assertiveness to communicate our needs internally to improve our customer experience
• Strong external Customer communications
• Strong influencing skills to lead a cross functional horizontal team
• Business-level written and conversational English and Japanese
• Highly motivated and passionate team player with the sense of urgency to satisfy our Customers
• Passionate about satisfying and delighting Customers
• Internal candidate with commercial or marketing (i.e. Customer facing) background

Tcs-customer Experience Quality Resume Examples & Samples

• Ensure Customer Experience quality improvements are identified, with clear action plans for improvement via Nissan Europe Functions and RBU’s (Regional Business Units)
• Responsible to ensure deployment of Customer Experience improvements within Nissan Europe (Function and Market) building Customer Experience ownership at all levels
• Propose and manage implementation of process and activity improvements to drive Customer Experience Quality via Nissan Europe Functional teams
• Escalate high priority Customer Experience issues to senior TCS management
• Identifying and deploy best practice for maximum impact
• Working with Customer Quality Planning/Analysis team ensure Experience Quality concerns identified, reported and triaged based on Customer Experience impact
• Ensure countermeasure actions are appropriate and viable
• Reporting both upstream and downstream as required
• Prepare analysis/presentation material for Monthly/Quarterly Quality review meetings
• Min 2 Years Experience within Automotive OEM
• Understanding of Dealer Operations
• Ability to interrogate data, processes and systems to identify Customer quality issues
• Self-motivated, Influencer with strong written & verbal communication skills
• Able to work cross functionally
• Highly competent with MS Office - Excel, Word, PowerPoint for daily management, data analysis, presentation and solution development
• Ability to organise and prioritise effectively ensuring deadlines are met
• A good team player who questions the norm and strives to provide solutions
• Rapid/In-depth analysis and development of monthly insights
• Execute operational aspects of the Attrition and service disconnection survey process, including survey send, CRM linkages, report development and the closed loop process
• Effectively discuss, develop and present research analysis, and provide recommendations that impact and improve our customer's experience with Concur products, processes and people
• Maintain the data integrity and accuracy of the customer listening program

SVP Customer Experience, Canadian Division Resume Examples & Samples

• Leveraging the unique talents of others
• Influencing and encouraging others to embrace and seek change
• Attracting, developing, and retaining top talent by supporting growth and development
• Fostering our culture behaviours: work as one (collaboration); question and innovate (innovation)own our future (empowerment)
• Challenges, coaches, counsels and enables the leadership team to develop to their fullest potential
• Supports managing talent across CX, and the Canadian Division business units for development and succession
• Provides guidance and direction to employees with regards to multiple business strategies and direction
• Aligns organizational roles and accountabilities with strategic objectives
• Sets the vision for talent requirements, both short term and long term, and provides support to direct reports in recruiting the required people to deliver each year’s plan and objectives
• Encourages efficiency and effectiveness in day to day customer experience
• Bachelor's Degree in a relevant discipline
• Demonstrates strong strategic, broad thinking and critical/analytical thinking with a strong aptitude for business and financial acumen
• Experience with customer focused strategy development
• Background in strategic consulting, business development, product development and marketing, or finance with 15+ years of progressively senior work experience
• Ability to influence a broad range of stakeholders, at a variety of levels
• Demonstrated solid reasoning and judgment skills in decision making
• Superior relationship, communication and change management skills
• Strong drive and initiative
• Demonstrated leadership capabilities
• Creative, out- of- the- box thinker with ability to communicate and engage team members, peers and senior management in business concepts and strategies
• Advocate for technology-enabled customer experience improvements across organizational and functional boundaries
• Become an expert in the big picture customer journey as well as specific customer pain points
• Stay up to date with both large and small initiatives that will improve (or harm) the customer experience
• Be a thought leader on frictionless customer experience and how Staples can achieve that goal, particularly in relation to self-service, online help, digital assistance, etc
• Partner with other divisions to orchestrate opportunities to work together in pursuit of the optimal customer experience
• Influencing leaders across the company on a proposed new customer experience
• Orchestrating technology vendor evaluations and framing up proof of concept engagements, particular in the self-service, online help, and virtual agent space
• Presenting research findings to gain agreement on recommendations
• Creating and advocating for IT business cases to gain funding
• Crafting an executive level presentation to clearly and concisely explain a complex issue impacting our customers
• Debating the statistical results of in depth analysis performed by our research team
• Analyzing voice of the customer verbatims to seek out customer pain points
• Facilitating cross-departmental solutioning sessions
• Monitoring customer feedback on newly implemented capabilities to identify improvements
• Designing questions for an ad hoc survey in partnership with our research team to understand customer viewpoint on a particular experience
• Meeting with Customer Service representatives and customers to understand pain points
• Assessing how other projects will positively or negatively impact the customer experience
• Applies thought leadership and real world experience in order to execute initiatives that change our business
• Is insanely curious about the root causes of a less than ideal customer experience
• Loves to talk to customers to understand their needs and expectations
• Can think strategically but execute tactically
• Works collaboratively with specialized departments (statisticians, researchers, project managers, business analysts, marketers), but can just as easily roll up your sleeves and dabble in these capacities when needed
• Easily network across the organization, making connections to gain a broader understanding of how the operations of different departments impact the customer experience
• Quickly establishes credibility quickly as someone who truly represents a customer
• Has an uncanny ability to sift through the noise and focus on most critical issues
• Can juggle a wide variety of activities, from strategic to tactical, from communication to data analysis, and does it with limited oversight and while keeping stakeholders informed of progress
• Bachelors of Science in Business, Marketing or a related discipline, and/or 7-10 years project management, product management, marketing, ecommerce, or related experience
• Experience in a thought leadership/consultative role and with presenting to senior leadership
• Strong track record of customer-focused thinking and problem solving
• Understanding of functions of and interfaces between departments in a retail organization
• Experience defining and developing customer experience KPIs

Customer Experience Improvement Manager Resume Examples & Samples

• Well developed, articulate and persuasive communicator – with the gravitas to deal effectively with staff at all levels
• Excellent analytical skills and attention to detail
• Strong influencing skills with the ability to effective handle and overcome objections
• Ability to demonstrate commercial experience defining and measuring benefits
• Flexible approach allowing for changing priorities
• Proficient with Microsoft office suite of applications, particularly excel
• Self-starter able to work under own initiative
• Team player with strong people skills
• Project Management experience of managing small to medium projects from start to completion desirable
• Knowledge of customer services, operations and Planviewer desirable
• Highly organized/detail-oriented
• Self starter, independent worker
• Positive dedicated team contributor, selfless
• Good listener
• Intuitive, ability to see relationships between data/information
• Adept with Excel, pivot tables, regression analysis, statistics
• Adept with PowerPoint
• Ability to work in a consultative manner across multiple business areas
• Strong analytical & problem solving skills
• Fast paced, quality assurer
• Flexible, willing to adapt to new assignments
• Strong written skills
• Strong verbal communication skills, with experience & comfort interacting with senior executives
• Prefer well rounded experience in data analysis
• Prefer dedicated client experience or business process improvement role

Senior Director of Customer Experience Resume Examples & Samples

• Develop and own the customer experience strategy to execution roadmap across multiple distribution channels and/or product partnerships
• Support the definition of a future state vision for the customer experience and develop strategies aligned to that vision
• Build and execute plans and detailed requirements for multiple consumer segments in an omni-channel / cross-channel / live / and digital environment, with a deep understanding and the strategic know-how of how those experiences translate across and within consumer interaction points
• Build a governance plan to ensure end-to-end accountability for driving results
• Drive positive change across the organization by uniting, influencing, and collaborating with front-line, executive, and C-level leaders across the organization; Understand and design enterprise change management models and best practices across verticals, at multiple levels
• Serve as “go-to” expert on understanding our customers across the organization, thoughtfully synthesizing internal and external knowledge sources, as well as brining breakthrough insights and emerging trends from outside think-tanks and knowledge sources
• Understand/define/refine the customer segments and develop action plans based on insight into customer behaviors and propensities
• Partner, support, and align with consumer strategy leadership to continuously build and refine a segment-based customer strategy while building an operational roadmap to bring those strategies to life
• Utilize “right-brain” and “left-brain” thought leadership to bring complex, big-data voice of the customer needs, drivers, and requirements into the agenda thoughtfully with a prioritized, strategic lens
• Translate action plans into business rules that define how each type of interaction should be handled for each customer segment
• Design customer experiences that reflect corporate strategy, enhance satisfaction, and are profitable
• Identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences
• Analyze and synthesize data to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
• Build compelling and insightful data-driven presentations to business partners, driving the customer experience priorities and agenda
• Prioritize key customer requirements and develop key metrics that will adequately quantify performance on each key dimension
• Drive a deep understanding of how organizational and business-level strategies shape the customer experience, while influencing decision makers to refine/rethink direction to always deliver an enhanced experience
• Identify quantitative and qualitative research methods that link customer experience enhancements to organization outcomes and return on investment including impact on key financial metrics and operational excellence
• Partner with Intelligence, operations, and Analytics to define enabling capabilities, infrastructure, and processes to ensure seamless execution, measurement, and continuous improvement
• Partner with HR teams and align with employee engagement strategies to build a best-in-class customer-employee optimization model
• Create scorecards/dashboards/ target metrics and presentations for programs to support optimization of investments
• Provide strategic leadership of short- and long-term goals through the use of thoughtful techniques in the communication of the company’s mission and core values as a means to implement positive change and/or create organizational structure within the assigned business unit(s)
• Lead operational efforts through subordinates to complete the administration of business processes and services to ensure the operations effective achievement of goals within the assigned business unit(s)
• Direct and control the broad activities of the business unit(s) through the interpretation, application and implementation of company-wide policies and processes appropriate to the functional area(s)
• Ensure that budgets and schedules are within company requirements with significant organizational responsibility for the overall control of planning, staffing, budgeting, expense priority management, and recommendation and implementation changes of current methods
• Consistently exhibit a joy and passion for driving the customer experience agenda, for the greater goal of our mission and always doing what is right by the customer
• Assist with various projects as assigned/other duties as assigned
• 12+ years’ leadership experience in consumer strategy, marketing, and/or distributed retail customer experience roles; Financial services preferred; Other service industry leaders considered
• Demonstrated ability to maintain a positive attitude in all environments, under multiple time constraints, requests, and pressure levels
• Exceptional customer-centric focus and previous experience with segmentation building and organizational alignment
• Ability to work with a strong sense of urgency and working with limited information and data
• Strong interpersonal skills with the ability to communicate with all levels of management through diplomacy and tact
• Excellent oral and written communication skills; Compelling powerpoint capabilities with ability to tell stories from multiple, complex data sources

Head of Customer Experience & Advice Development Resume Examples & Samples

• Own the 'client experience' that will deliver greatly improved client engagement and NPS
• Input on the development of NAB FP's Approved Product List (APL)
• Develop Ongoing Service Program (OSP) to key client segments taking into account cost to serve and customer preferences

Ebay Customer Experience Resume Examples & Samples

• Review accounts in an effort to verify activity and mitigate loss
• Analyse the sellers account history, trends & performance and set expectations with the seller on how they should trade on the site and create a good buyer experience whilst growing their sales on eBay
• Understanding of the importance of customer service to businesses in terms of buyer loyalty & how customer-centricity can drive sales
• Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism
• Achieve Quality, Satisfaction & Metric driven Targets as set out by Team Leader

Performance & Customer Experience Senior Analyst Resume Examples & Samples

• Adhere to highly credible methodology as relates to target setting
• Provide project support with ability to answer and escalate questions, identify risks, and make key decisions
• Management of day to day programs for Customer Experience
• Vendor Relationship Management
• Complete performance analysis and scenarios, and extrapolate this data to make appropriate recommendations to business leaders
• Build and leverage partnerships within Shared Services and partner groups
• Provide all Business Distribution Leaders the rationale and methodology for decisions and recommendations
• Advanced Experience with Microsoft Office, specifically Microsoft Excel, Access, PowerPoint
• Knowledge of operating systems and data warehouses
• Demonstrated strategic thought leadership
• Strong understanding of target setting methodology and analysis
• Ability to multitask, make key decisions, and work independently
• Strong presentation skills with Senior level management
• Strong understanding of various statistical, econometric, and quantitative analysis techniques, solid understanding of computational methods and their applicability to business problems
• Strong knowledge/experience of workforce management metrics including AHT and Calls Handled, and Customer Commitment Time
• Strong knowledge of PC Capacity Plans and Forecasting, Vacation Loads and other FTE impacting formulas
• Has aptitude to analyze sales, productivity and customer experience data and provide proactive business recommendations

Customer Experience Activation Manager Resume Examples & Samples

• Capture insights and issues across regions that impact the Customer Charter and develop an opportunity pipeline for improvement in line with overall customer experience program
• Generate and embed Customer Heartbeat /Voice of customer insights into the Customer Charter and overall CX agenda
• Management of timely updates to the Charter based on decisions derived from insights and issues
• Recommend and develop tools, frameworks and communication approaches required to drive the activation and continuous improvement of the Customer Charter
• Drive the activation of Customer Charter and other CX projects working in collaboration with OUs and CX Network
• Support the development of key OU enabler projects in conjunction with relevant functions within Lubricants
• Develop and execute measurement programs to monitor Customer Experience Activation and the rollout of the Customer Charter, inclusive of customer charter scorecard and tracking system to monitor overall performance
• Contribute to the overall CX agenda by leading the development of additional CX projects
• Lead and own the communications program for Customer Experience team
• Establishing close working relationships and consistent engagement with the senior marketing leaders and the Customer Experience Network. Additionally the role interfaces with senior leaders in digital, IT&S, global supply chain, operational excellence, insights, OU activation teams, amongst others
• Clearly communicating the key programme messages to ensure buy-in with various stakeholders within the Business / Regions
• Often ambiguous and an evolving environment with multiple different stakeholder expectations and demands
• The implementation of new marketing tools and techniques within an established sales and marketing team
• Experience in marketing, including marketing and/or customer operations
• Good networking and influencing skills
• Awareness of BP Lubricants’ business and markets
• Experience in leading marketing, sales and change programmes
• Experience in developing value propositions and understanding of brand management
• An ability to work within a local and global team
• Project management experience would be desirable

Customer Experience Lead, Building Resume Examples & Samples

• Design and implement game-changing customer experiences that challenge conventional customer service for new technologies and products at scale
• Develop and improve customer service policies, best practices and playbooks that reflect commitment to achieving the highest standard of satisfaction, excitement, and loyalty
• Partner the GTM lead to create the 3 year channel strategy that serves all touch points of consumer experience from Discovery/Buy/Use to Support
• Liaise with internal community support teams to deliver cohesive and coordinated customer engagement and market development strategies
• Support creation of a warranty cost model that aligns to our Go-to-Market Business strategy
• Analyze and incorporate external and internal customer insights into our processes to ensure industry parity and improvement in customer value
• Partner with branding, engineering, marketing, and operations to deliver better customer service and experience through communications, technology and process
• 10+ years of work experience, including 4+ years of related consumer experience in an Internet or hardware company
• 3+ years experience with warranty policies and warranty cost modeling
• Bachelor or Master’s degree in Operations, Supply Chain Management, Business or a closely related field
• Creative, results driven, able to zoom from strategy to execution, business minded, and collaborative
• Knowledgeable in delivering quality customer experience & service over a variety of channels
• Analytical and modeling skills
• Experience leading operational and strategic initiatives across various geographies, developing process improvements and playbooks and ability to present to and communicate with executives
• Experience with structuring ambiguous problems, identifying analyses and creating appropriate presentations and story lines to influence executive decisions
• Experience planning for and managing projects, coordinating and collaborating with cross ¬functional team members to deliver quality results within the project deadlines
• Demonstrated experience leading cross-functional teams, and ability to create structure and drive progress in an ambiguous environment
• Communication, problem solving, and collaboration skills
• Ability and willingness to travel up to 25% to global locations
• Establish professional and deep relationships with key personnel in assigned customer accounts
• Lead account planning process that develops account strategy, financial targets, and critical milestones
• Lead and manage the end-to-end sales process through engagement of appropriate resources such as Pre-Sales Consultants, Oracle Consulting, Executives, and Partners
• Deep understanding of customer's business environment, and proactively assess, clarify, and validate customer needs on an ongoing basis
• Pipeline development through a combination of phone calls, email campaigns, and market sector knowledge/intelligence
• Create and maintain a sales pipeline to hit and surpass goals within designated market sectors
• Engage with prospect organizations to position Oracle solutions through strategic value-based selling, business case definition, ROI analysis, references, and analyst data
• Generate short-term results whilst maintaining long-term perspective to maximize overall revenue generation
• Accurate quarterly forecasting and revenue delivery
• Extensive, relevant experience selling enterprise software solutions with a major software vendor
• Demonstrable track record of sales over achievement
• Credibility at all levels, including CXO
• CRM, Sales Automation or similar business apps sales preferred

Analyst Customer Experience GA Resume Examples & Samples

• Deliver high-quality, value-add data driven insights that drive improved decision making with the CPB Coverage, Sector and Customer Experience teams and demonstrably moves the business forward and achieves commercial outcomes
• Industrialise best RM performance principles by using data to drive quality customer interactions
• Improve acquisition targeting and ensure the drivers of retention are understood and embedded
• Manage multiple stakeholders and guide analysts and senior analysts in providing quality outputs on multiple projects
• Proactively take part in process improvement through idea generation and business delivery improvement initiatives (e.g. project enhancement through additional analysis modules etc.)
• Prepare for the quarterly audits and ensure compliance to all audit checks
• Help in evaluating and managing risk (Audit issues, Ops risk, internal risk assessment) for the team
• Masters in Business Administration / Maths / Statistics / Economics / Operational Research / Quantitative Economics
• Bachelors Degree in Engineering/Economics/Commerce/Mathematics
• 4-6 years of relevant experience in data management preferably within financial services industry or database marketing
• 2-4 years of relevant experience in analytics preferably within financial services industry or database marketing

Ddi-customer Experience FED Manager Resume Examples & Samples

• Work with senior management to define interactive delivery, thought leadership on customer experience strategy, innovations, end-to-end solution architecture for complex business problems within domain areas
• Work with senior management to optimize digital customer experience team structure, prioritize digital domain knowledge development plan and direction, and participate team building and talent retention activities
• Work with senior management to expand digital delivery interactive offerings, develop digital customer experience common practice and reusable assets in both depth and breadth
• Cooperate with Accenture internal teams and external alliances
• Play from technical contribution perspective during qualified digital delivery project sale phase
• Plan, estimate, design solutions, lead build, test and deployment cycles for digital delivery/implementation/maintenance projects
• Customer Experience and Design Services domain knowledge expertise, covering a wide spectrum of interactive design, creative design, accessibility, front end design/development, portal, and internal/external UX of IT system transformations
• Program/project management leadership and coordination with other capability leaderships. Play critical program/project roles related to customer experience especially at front end, in a bigger digital delivery project
• Drive a fast-paced, client-facing consulting environment in which it is essential to keep up to date with the rapidly developing trends in digital delivery
• Has latitude in decision-making and determining objectives and approaches to critical assignments

Global Customer Experience Agent With English & German Resume Examples & Samples

• Provide support and troubleshoot small and medium business customers’ product related queries across multiple channels: phone email and chat
• Optimize customer’s online presence, digital marketing and create superior customer experiences
• Introduce features and new products for existing business customers
• Manage the daily workload of responsibilities efficiently and be able to adapt to the work plan
• Creatively come up with innovative solutions for customers and for internal use
• Min. 6 months of previous customer services experience , ideally within online related services
• C1 level of German and B2 level of English
• Experience working in a B2B environment would be an asset
• Comfortable with a rapidly-changing environment
• Focus on end-user and customer experience
• Flexible and quick learner, able to adapt to continuously evolving client needs to help grow their business on the advertising platform
• Ability to understand your current clients’ processes and guidelines
• Ability to provide constructive feedback to the overall product, processes, and policies, as part of delivering and improving services delivery model
• Ability to research, perform account investigations, upsell, optimize, document, update and follow up on these issues and responses as they come up
• Commercial mindset, interested in digital marketing
• Resolve customer issues in a timely manner, pro-actively communicate the progress to clients and identify areas where they can improve how they use our solutions
• Self-driven with attention to detail and follow-through
• Ability to multi-task and work under pressure

Global Customer Experience Agent With English & European Languages Resume Examples & Samples

• Support operations of online advertising product
• Provide support to our online advertisers for all of their product related queries across multiple channels - chat, email and phone
• Campaign optimization and pitching features for existing and new customers
• Troubleshooting queries from customers
• Account activation and account optimization
• Account, campaign, budget and keywords management queries
• Complaints, fraud, and account hijacking queries
• Bachelor degree or equivalent experience
• Written and spoken fluency in business English and other listed languages
• Focus on end user and customer experience

Global Customer Experience Agent With English & Russian Resume Examples & Samples

• Campaign optimization and pitching features for existing and new customers via outbound contact to selected portfolio of customers
• Managing account activation and optimization, campaign, budget, troubleshooting and keywords queries from customers
• Bachelor or master degree
• Customer services experience - min. 6 months - ideally within online related services
• Written and spoken fluency in business English and Russian
• Flexible and quick learner, able to adapt to continuously evolving client needs to help grow their business on advertising platform
• Ability to provide constructive feedback to overall product, processes, and policies to improve process

Customer Experience Fields Intern Resume Examples & Samples

• Assist the WBG Customer Engagement team with the promotion and management of event opportunities including NFL hospitality, golf outings, summer concerts and MLB events
• This includes coordination of meeting and event logistics, including securing venue, catering, signage, RSVP list management and all other event details
• Develop framework for execution, align with sales, communicate, drive attendance and provide reporting
• Benchmark results and execute ROI analysis for all events

Head of Consumer Bank & Wealth Management Customer Experience Resume Examples & Samples

• Define the future state vision for a world class customer experience and develop diagnostic scorecard
• Create road map to improve the customer experience and deepen relationships (listening points and interventions for each point along the journey)
• Partners with all internal stakeholders to ensure end to end accountability for driving results to support evolving customer needs
• Understands the landscape of best practices and benchmarking across relevant industries and surveys (JD Power, NPS scores, etc…)
• Develops fact based business case assessments to drive the best investments and ensure consistency and standardization across big data
• 10+ years of broad leadership experiences focused on consumer businesses with an analytical / strategic focus (large scale distributed retail networks a plus)
• Strong passion for growing engaged customers and deep understanding of business drivers
• Digitally savvy
• Ability to synthesize large amounts of data to tell a relevant story
• Collaborates well in highly matrixed organization and ambiguous environment
• Comfortable presenting recommendations to senior management and capable of influencing multiple stakeholders
• Proven project management experience working autonomously in a fast-paced environment owning multiple work streams end-to-end
• Strong quantitative, critical thinking, and analytic skills and the capacity to quickly learn and develop new strategic frameworks
• BS/BA; MBA preferred but not required
• Answering emails from eBay High Value customers
• Provide direction to Top Sellers on how to improve their business performance on eBay (on Shop Features, Seller Dashboard, DSR’s, Shipping, Policy, etc.)
• Be an advocate and ensure satisfaction of the High Value customer group
• Provide up-selling, cross-selling and account retention services as directed or needed
• Utilize discretion and deliver timely judgments with the primary goal of resolving the client problem and retention of a satisfied customer

Manager Senior Customer Experience Resume Examples & Samples

• Deliver projects which lead to the creation of an industry leading customer experience which is notably different, far exceeds expectations and is at the global forefront of simplicity and usability while still maintaining the depth and rich functionality of the Absa product set
• Leverage insight and data to ensure that products/services/solutions are truly designed around the customer/client
• Work with insight teams to develop a comprehensive understanding of the market
• Manage user testing, including stakeholder interviews, focus groups, contextual enquiry and usability testing – in partnership with external vendors if necessary
• Develop relationships with colleagues and stakeholders across Barclays to ensure development and delivery of consistently great customer experiences that drive customer intimacy and leverage best practice
• Manage 3rd party agencies for the delivery of testing, UX and Design work according to agreed quality standards and timeframe
• Coach and mentor colleagues on the skills and capabilities required by high performing change professionals
• Manage and provide objective feedback, conduct performance reviews and oversee career development of line reports (where applicable)

Ebay Customer Experience Member Member Resume Examples & Samples

• Be empathetic to member concerns and show a sincere desire to serve
• Successfully be able to balance eBay expectations with member expectations
• Understand how to respond to the following escalated issues; eBay Money Back Guarantee, Seller protection, Feedback policies, Canceled transactions, Partial Payments, UPI Appeals, INR, SNAD, Returns, and Prohibited items
• Understand funds availability and their policies
• Demonstrate a high level of patience and empathy
• Demonstrate strong customer service skills
• Investigate moderately complex issues and make informed decisions and judgments as a result
• Understand how to respond to the following escalated issues; Refunds, High Value Claims, High Risk, Buyer Risk Management, Bad Buyer Experiences
• Demonstrate high levels of customer service skills
• Work with complex and challenging issues and questions
• Make accurate judgments and decisions with limited information
• Demonstrate exceptional questioning and investigatory skills to understand root issues and core problems
• Operations (Quality, throughput, service, employee engagement)
• Change Management
• Lead the Service Desk team
• Lead the Access Management team
• Lead Customer Experience across the Division
• Comprehensive individualized feedback/development plans aligned with customer experience standards of behavior (culture of continuous learning)
• Alignment of hiring methodology with customer experience expectations (job descriptions, interview questions, interviewer training, screening/assessment tools, selection, 90 day post-hire feedback checkpoint - do we walk the talk)
• Develop appropriate forums/systems for sharing best practices (IT, Division, Corporate, etc.)
• Bachelors required, Masters preferred

Senior Analyst, Customer Experience Resume Examples & Samples

• Monitor integration points with various CRM systems (i.e. Salesforce, Microsoft Dynamics)
• Ensure daily/weekly operating of EFM system and take key lead and follow through to resolution when issues arise
• Act as first point of contact to internal business partners responding to questions and requests
• Manage use logins authorization and use access rights
• Execute and provide ongoing communication of reports and messaging to internal clients according to planned schedule
• Support the Manager of Customer Experience with project implementations
• Help produce and maintain appropriate project documentation for all CX programs
• Develop relationships and have frequent communications with EFM vendor
• Manage assigned responsibilities and support Customer Experience EFM programs that will ensure the voice of the customer (customers and consumers) is heard
• Engage with key functional groups in IT and Operations to ensure appropriate support for initiative launch and ongoing maintenance
• Analyze and interpret data and historical trends; driving effective and actionable business decisions
• Collect and analyze data from EFM platform and/or other data sources and assemble results into client-facing deliverables
• Support ad hoc research requests
• Help identify ways to simplify and improve processes, proactively making suggestions for efficiency improvements
• Develop and execute ad hoc survey projects as requested
• Manage other responsibilities as they arise
• Bachelor degree Business Administration, Marketing, and/or Statistics. (MBA, MMR or other advanced degree a plus.)
• 3+ years of work experience in Customer Experience or business intelligence role
• Working knowledge of various CRM systems (i.e. Salesforce, Microsoft Dynamics)
• Technical experience with the setup and management of automated data flows
• Experience with survey software a plus (i.e., Clicktools, KeySurvey, Qualtrics)
• Experience managing Enterprise Feedback Management vendors and their solutions (i.e., Medallia)
• Proven ability at establishing strong relationships and credibility among key stakeholders
• Experience in managing projects, vendors, and clients
• Ability to work in a fast paced, deadline oriented, multi-task environment in which attention to detail is expected
• Working knowledge of MS Word, Excel, PowerPoint, and Outlook required
• Intermediate SPSS (or similar software) skills
• Highly detail oriented
• Ability to manage multiple tasks to completion
• Ability to trouble shoot and problem solve through resolution
• Willingness to learn and to take on challenges
• Strong work ethic and dedication
• Positive attitude and a team player
• Energetic, adaptive

Customer Experience Mgr Resume Examples & Samples

• 5 years of experience in executing customer/client experience strategies in B-to-B, B-to-C or B-to-B-to-C companies, leading product management, leading six sigma change initiatives, strategy/management consulting and/or product commercialization efforts
• Six Sigma master black belt or black belt
• Proven track record of establishing the customer experience strategy
• Established and operated Voice of the Customer programs (collecting feedback, analyzing, reporting, customer follow-up, insights on what actions are needed)
• Part of a dedicated customer experience organization that drove improvements
• Strong at implementing sustained employee behavior changes

Supv Customer Experience Resume Examples & Samples

• Provides day-to-day management and support to customer service staff
• Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance
• Provides input into termination, compensation, and promotion decisions
• Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance
• Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal
• Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms
• Communicates and enforces company policies and procedures and develops and implements customer service performance standards
• Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization
• Determines training needs and establishes programs
• Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data
• Investigates and resolves escalated customer service inquiries
• Direct supervision of ________ full-time employees, and
• Indirect supervision of _________ full-time employees, including call center administrative staff
• Experience: 5 years of relevant work experience
• Call center or customer service experience and supervisory/management skills required
• Must have prior Quality Assurance work experience
• Fluent in English, written and oral, Multi-lingual is a plus
• At least one GDS environment knowledge (multi-GDS a plus)
• Knowledgeable with MS Office
• Strong Presentation skills
• Management report preparation
• Excellent organizational and analytical ability for process mapping and thinking out-of-the-box for new and better ways of doing business
• Demonstrate pro-active and “can do” solution driven approach
• Display initiative and ownership
• Capable of making sound judgments
• Rigorous, well organized and self-motivated
• You are a rare breed. Highly analytical, creative and innovative; you get things done in digital with a 7+ year track record working with a beloved consumer brand in retail, service, financing or hospitality to prove it
• You have hands on experience managing most/all digital channels
• Exceedingly analytical nature and experience running A/B, multivariate, and usability tests
• You combine a data-driven approach that’s grounded in customer insights
• You must be highly motivated, a brilliant communicator and a resourceful problem-solver with the ability to lead and collaborate effectively with cross-functional teams
• You are a high-energy, hyper-focused and obsessed with today’s customer experience
• You have 4+ years of proven track record delivering successful CEX improvements for a beloved consumer brand in retail, service, financing or hospitality
• Experience integrating customer experience processes/touch points with technology
• You must be highly motivated, resourceful problem-solver with that ability to lead and collaborate effectively with cross-functional teams
• Consult with current and prospective clients, client solutions and operations teams on customer experience design, optimization, and transformation
• Complete end to end customer experience journey mapping evaluations for current and prospective clients
• Use insights garnered from customer interactions to drive transformation and change in customer experience strategy, design, and delivery
• Provide thought leadership and subject matter expertise on customer experience related topics including but not limited to customer experience measurement and analysis, survey design, contact engineering, emerging technologies, multichannel support strategies, contact reduction, customer effort reduction, transformation strategy and journey mapping
• Complete customer experience benchmarking across and within industry verticals
• Develop market facing content to educate customers and prospects on customer experience topics
• Manage Customer Experience projects as assigned by leaders including discovery, planning, observation, analysis, recommendations, presentations, implementation, follow-up, and success measurement
• Present findings and recommendations to key client stakeholders
• Partner with Client and Business Solutions teams to leverage the company’s value to our clients by driving performance and client satisfaction, enhance business value propositions, and examine new growth opportunities by adding value and differentiation through Customer Experience Transformation activities
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties
• At least 5 years of related experience required, inclusive of at least 2 years experience researching, presenting and defending theories or recommendations in a business or academic setting
• Prior contact Center/Client Management experience within the Business Process Outsourcing industry preferred
• COPC Registered Coordinator, Six Sigma, or other Customer Experience industry certification preferred
• Previous experience using Business Intelligence and Analytics software such as Tableau or Interaction Analytics software such as Call Miner an asset
• Knowledge of quality or customer experience principles strongly preferred
• Excellent interpersonal skills and the ability to interact and collaborate with across all organizational levels and with clients
• Demonstrates exceptional continuous improvement/transformational skills
• Ability to deliver professional and logical presentations in front of key decision-makers
• Ability to research information online
• Ability to analyze data and findings and formulate solutions
• Ability to make logical and effective decisions in a fast-paced environment
• Ability to manage in a matrix environment
• Excellent personal computer skills including Microsoft Office
• Excellent judgment, reasoning, and problem solving skills
• Ability to maintain the highest level of confidentiality

Exceptional Customer Experience Resume Examples & Samples

• Support the rollout of the Business Aircraft brand across the Customer Experience organization and customer facilities to ensure it is entrenched in the organization through revised letterheads, business cards, templates and other communication vehicles
• Assist in the planning, conducting and analysis of research through surveys, interviews, workshops and user testing
• Consolidation of survey results and action items
• Research and prepare analysis and comparison reports of different suppliers
• Data entry of feedback forms and customer preferences
• Understand how and what information is manually gathered and entered into customer databases
• Conduct Data cleansing activities to support larger CRM effort
• Manage the ExceptionalXperience inbox, track suggestions and coordinate responses to employees featured in Customer Success Stories
• Complete process mapping activities for different work functions
• Prepare presentations and reports linked to strategies and key projects
• You collaborate with many partners and suppliers (agencies, consultants, translators, copy editors, etc.)
• You are pursuing an undergraduate diploma in marketing, communications or business
• Self-sufficient, you are detail-oriented and have a strategic mind
• You respect timelines and enjoy working in a fast-paced environment
• You like challenges and demonstrate initiative and creativity
• You enjoy teamwork and like to establish good interpersonal relationships
• You are very proficient in both French and English, spoken and written
• Knowledge of the aerospace industry is an asset
• For the duration of the internship, this position is full-time, 40 hours/week

Flagship Customer Experience Manger Resume Examples & Samples

• Brand Management
• Customer Experience Management (CEM)
• Knowledge of Customers
• Organizational Communications
• Retail Business Development
• Retail Channels
• Retail Industry
• Retail Operations
• Sales and Marketing
• Sales Function
• Sales Support and Administration
• Store-based Retailing
• Talent Management
• Training and Development
• Be passionate about delivering exceptional customer experiences
• Have experience working with customer journey design or analysis
• Be able to manage and influence stakeholders and deliver results
• Be able to grasp complex information and use it to make good decisions
• Possess the ability to work on multiple projects and prioritise effectively
• Be driven to implement positive change across business
• Possess sound market knowledge and be able to offer key industry insights
• Creating and realising the delivery of the IT&S customer experience roadmap in alignment with the broader IT architecture strategies, policies and plans
• Creating budget plans in alignment with the above mentioned customer experience roadmap and ensure priorities are clear and articulated together with associated risks
• Providing Customer experience guidance to IT&S service owners wishing to redesign their existing, or create new services
• Optimising and adapting customer feedback channels and capitalizing on any improvement opportunities including well defined escalations processes
• Creating and managing customer centric IT&S surveys and research across organisations to leverage smarter, more effective mechanisms for gaining ‘in the moment’ returns
• Creating SLA reporting for customer experience across the wide range of IT&S services and implement tooling as required, to assist with such measurement in order to drive consistency
• Present new products and services and enhance existing relationships
• Work with internal colleagues to meet customer needs
• Arrange and participate in internal and external client debriefs
• 15+ years of professional work experience, including experience as an executive role in a B2B disruptive company, startup experience preferred
• Extensive track record leading business development combined with proven success in building business development functions with rapidly growing revenue
• Keen customer insight and strong understanding of target audiences, channel marketing and brand. Proven self-starter who thrives in a fast paced environment with tremendous opportunity ahead
• Ability to drive to results through excellent communication skills and streamlined decision making
• Experience with millwork and/or building products preferred
• Experience with CRM systems ie salesforce.com, ERP type, etc
• BS required; MBA preferred
• Answer inbound calls from restaurants and diners with regards to changes to their account and online content
• Update restaurant and diner online content and account information
• Document all calls accurately using ticket tracking system
• Follow up with clients within specified time period to resolve open issues
• Provide quality customer service on every ticket
• Communicate clearly with in office and remote staff

Intern Intangibles & Customer Experience Management Resume Examples & Samples

• Enrolled student(f/m) at a university or university of applied sciences
• Preferred field(s) of study: business administration, marketing, business informatics, business psychology or related fields
• Computer skills: MS Office
• Strong written & verbal communication & presentation skills in English; German is a plus
• Ability to work independently; flexible team player
• Available for 6 months
• First professional experience in one or more of the following fields would be desired and a great plus

Customer Experience Assistant Estagiário Resume Examples & Samples

• Analyze and update databases
• Coordinate action with Sales Executives
• Read surveys
• Understand what our customers are requesting and translate into suggested action plans
• Major degree preferred in Administration, Marketing or related area
• Students who will graduate in two years timeframe
• Portuguese / Spanish speaking
• Strong Soft Skills
• Advanced excel
• Teamwork orientation
• Not required
• Manages and directs the Sampler package team at sales site(s) and is responsible for the overall performance of the team
• Handles client complaints and monitors satisfaction during the Sampler process to ensure all guests leave the sales office with a good sales experience
• Ensures "customer rights" are met, to include any tour experience
• Handles client and owner complaints and satisfaction on complaints/issues that are forwarded from corporate or other sources, in reference to sales and marketing on site
• Acts as the compliance liaison between the site, management, and corporate entity reporting the issue
• Partners with management to maximize sales results
• Follows and enforces business unit policies on office set up and maintenance, along with team member attire, nametags, etc
• Partners with management to learn and administrate processes such as non-qualified management, referral lead collection, rescission management, data harvest, hospitality survey, tablet/iPad projects, and any others processes as determined by management
• Completes all required company trainings and compliance courses as assigned
• Adheres to company standards and maintains compliance with all policies and procedures
• A minimum of one (1) year of experience in the administrative and vacation ownership field required
• A minimum of two (2) years of supervisory experience in the administrative and vacation ownership field required
• Operates general office machinery (i.e., computer, copy machine, fax machine)
• Computer proficiency in Microsoft Word, Excel and Outlook
• Understand how to develop and implement business strategies
• Ability to interpret and create policies, procedures and manuals
• Proficient in time management; the ability to organize and manage multiple priorities
• Ability to take initiative and effectively adapt to changes
• Recognizes an emergency situation and takes appropriate action
• Able to establish and maintain a cooperative working relation
• Ability to interpret and create spreadsheets
• Able to use sound judgment; work independently, with minimal supervision
• Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes
• Competent in public speaking
• Performs well with frequent interruptions and/or distractions
• Know what the Customer Experience is today by capturing and understanding customer, operational and brand metrics that reflect the performance of the Customer Journey Map in Manulife Hong Kong today
• Review and analyse the data across the Customer Journey Map (Transactional NPS, Alexa Rankings, Brand Awareness etc.) to provide insights and recommendations across the customer touch points through the Net Promoter System and Omni-Channel Taskforce
• Stay up to day on customer experience trends and technology
• Identify areas and conduct further research to understand the potential options of how a customer touch point can be redesigned and the impact on the customer experience
• Work with members of the Omni-Channel taskforce to help make informed strategic decisions on future customer journeys based on the facts and research presented
• Bachelor of Arts from a top-tier university
• At least 8+ years of work experience
• Knowledge and experience in implementing the Net Promoter System
• Experience in the life insurance industry and consulting, strategy or marketing function is a definite advantage
• Perfect written English
• Fluent in Cantonese and Traditional Chinese characters
• Critical and Strategic Thinking: Can apply independent thinking and critical analysis to market trends
• Analysis, Insight and Problem Solving: Strong problem solving abilities by identifying issues, developing insights and asking the right questions. Takes a logical approach to finding an answer based on research and sound analysis. Through the insights developed, is able to understand and prioritize key issues
• Collaboration and Influence: Has excellent collaboration and influencing skills to work with a team of peers and senior stakeholders
• Perseverance and Hard Work Ethic: Has a strong sense of ownership and hard work ethic to see things to completion. Is not deterred by challenges and obstacles. Will explore all angles and think creatively on how we can overcome obstacles and challenges to achieve our objectives
• Strong Financial/Data Analysis: Ability to translate financial information into relevant and applicable information
• Project Management: Ability to drive projects to execution by developing deliverables timelines and effectively managing stakeholders
• Stakeholder Management: Effectively manage cross business and functional stakeholders across Hong Kong Operations – Individual Financial Product, Employee Benefits, Operations and IT, Marketing and Legal and Compliance to provide the deliverables needed to drive projects to completion
• Change Management/Ambiguity: Can work in a fast paced environment with incomplete information, but continue to push through based on known information, common sense and asking the right questions
• PowerPoint, Word and Excel: Expert skills on PowerPoint with the ability to tell a story and sell a message. Can analyze large quantities of data, generate charts in Excel. Should have the ability to translate what the data is saying into applicable and useful information. Is disciplined on formatting documents
• Take responsibility for the development of the strategy for Customer Experience across the total consumer database with the aim of improving the service and product features available to our customers
• Initiate and implement the customer life-cycle concept and roadmap to enable the business to deliver a “best in class” customer experience to our chosen markets in Africa
• Ensure a consistent “go-to” service experience for our customers across segments, products and services in Africa
• Monitor and enhance the customer service levels and experience through our call centre, and drive improvement in business performance and customer experience
• Embed the LIMME and values based business culture across all customer touch-points for the area, and ensure that the customer is always central to all business activities, systems, processes and procedures
• Support the up-skilling and the development of our staff who are in contact with customers so that any customer issues can be resolved through a “best in class” approach
• Lead, initiate, design and implement customer experience improvement initiatives and projects within the portfolio
• Facilitate the strengthening of our view of the customer to enable and enhance customer experience improvement initiatives / innovation
• Initiate and lead customer insight exercises/projects aligned to the business strategy and growth market share growth objectives
• Ensure that service levels and turn around times within the portfolio are in line with agreed objectives / industry benchmarks, and continuously enhance these through on-going research and activities
• Work closely with technology functional teams to ensure the platforms support the customer experience strategy
• Ensure that customer channels are managed effectively, and that new and existing channels are in line with our “go-to” strategic roadmap
• Head customer service forums, and provide ongoing feedback / analysis on our current performance in the customer experience sphere, with recommendations to management flowing out of these
• Manage and oversee the customer complaint process and develop pro-active tools to ensure that customer complaints are reduced
• Own the customer touch-point experiences and lead the transformation of our brand strategy to be the “go to” card of choice in our chosen markets
• Drive P&L performance within the business by developing income generating products and services for target markets in Africa
• Ensure the business drives a holistic sales approach to customers in line with the brand strategy and customer experience business intelligence within the business
• Ensure that business channels such as the call Centre act as strong retention and business growth platforms for all products
• Initiate and implement customer experience standards for the business’s touch-points, and ensure the application of these standards by providing the required leadership and support for monitoring and implementation of initiatives
• Facilitate product / process enhancement initiatives with staff & involve them in producing solutions/improvements/action plans to enhance customer services experiences
• Assume overall accountability for the customer experience for the area by interacting with customers, analyzing trends and patterns in customer complaints, and driving service initiatives and projects
• Lead regular interaction opportunities with the area touch points to drive appropriate conduct, and to drive a Values based customer centric business culture
• Take responsibility for handling all communications, negotiations and stakeholder engagements with business related vendors
• Provide leadership to the direct and indirect teams at the various touch-points to drive appropriate behavior and values based business culture
• Be a visible advocate of the customer experience drive for the business by role modelling behaviors and though models relevant to the customer experience
• Motivate and develop colleagues at touch-points to improve our customer experience and to become the “go-to” of choice through specific development initiative and coaching
• Implement and embed the performance management processes within the business
• Lead the shift from a support driven culture to a customer experience one, and build a culture driven by ownership and innovation
• B-degree in (Marketing / Business / Psychology) (NQF level no.6)
• 15 years (Technical/Managerial) experience, with Customer Experience / Insights experience being an advantage
• A good understanding of the various functions in the banking system
• Expertise in both retail and commercial banking product lines and services with a good understanding of CVPs
• Strong track record in service and sales functions
• Management experience of complex team structures and stakeholder groups
• A clear understanding of the competitive business dynamics within target markets
• Ability to implement projects/programs according to a set of objectives/timelines across a broad spectrum

Customer Experience Champion Resume Examples & Samples

• Identify, plan and lead cross-functional project-based and on-going activity both within and outside of the business unit across a variety of stakeholder organizations
• Build and foster collaborative relationships across organizational lines
• Participate and contribute as a key member of the executive team of the business unit in staff meetings, weekly product and strategy forums, engineering program reviews, key product development lifecycle reviews, etc
• Engage with customers and partners around the world, systematically capturing their feedback and experiences, and coalescing these into actionable plans for improvement and consistent repeatability
• Research and identify best practices and methods from other Dell EMC business units and the industry, identifying those which have the greatest opportunity for impact in Isilon, and driving their adoption
• Build a network of exec- and operational-level contacts across the company in partnering roles that influence, support and contribute towards Isilon’s customer experience
• Ensure the accuracy and integrity of data and reporting
• Communicate and present findings, plans, status and outcomes at operational and executive levels within the company
• Invest time developing an expert level understanding of customer experience, the factors affecting it, and the data and analytics to track it from individual customers through regional-, geo- and global-level perspectives
• Ability to work cross-functionally, influencing others to achieve results
• Ability to develop plans and execute them to successful outcomes
• Technical understanding at the user/admin level of an Isilon cluster and its administration
• Operational understanding of all phases of GS/CS/PS processes and practices
• Ability to prioritize projects and/or deliverables
• Ability to work and communicate effectively with senior and exec management
• Attention to detail and a data-driven approach to all phases of the role
• Ability to self-initiate and self-manage complex cross-functional project activity
• Develops and possesses operational command of the business
• Proven track record of strong problem-solving skills. When engaged, demonstrate ability to interview customers to get a clear understanding of their issue or request and then promptly respond with the right answer or action
• Solid technical understanding of Avalara products, with focus on AvaTax and CertCapture. Eagerness to expand knowledge to include Excise and Communications
• Experience / knowledge working with ERP systems, connectors, working through software implementations, network and datacenter components, and Avalara administrative consoles
• Professional maturity, including the ability to interface appropriately with senior management at customer companies, working toward resolving customer issues while representing Avalara’s point of view all while managing various internal stakeholders
• Strong sense of customer advocacy; ability to articulate a broad view of customer needs to the appropriate stakeholders within Avalara
• Self-directed & goal driven. Demonstrated ability to set and achieve personal goals with minimal direction or supervision even in the face of competing or conflicting demands
• Strong written and verbal communication skills. Must communicate effectively with variety of customers over the phone, in email and in person
• Detail-oriented. Demonstrated ability to identify requirements, break these into smaller work tasks, and ensure all tasks are completed with high quality
• Minimum 5 years in a software support, consulting, or engineering
• Comfortable with office computer technologies including Microsoft Excel, Outlook and Word; CRM systems; as well as a working knowledge of popular Internet and social media sites
• Optimistic, enthusiastic and self-motivated. An individual who thrives in a start-up environment that can sometimes be stressful and chaotic
• Previous experience in a Sales Engineer role, providing pre/post sales insight for customers

Customer Experience Transformation Manager Resume Examples & Samples

• Conduct focus groups, interviews, surveys, and interact with customers at all touch points
• Represent the Voice of the Customer within Verizon, clarify customer expectations, and highlight where those are not being met
• Quantify the customer experience and its value to Verizon
• Define customer journeys and map them to business processes
• Lead conception, scope definition, and execution of various types of strategic and operational business transformation initiatives, ranging from Process Improvement to Corporate and Operational Strategy
• Provide proactive and engaged leadership on key projects designed to increase revenue, reduce expenses, enhance business efficiency, and improve customer experience
• Act as an effective change agent utilizing proper stakeholder analysis and change management techniques
• Provide senior leadership and functional unit management with updates on project status, key metrics, issues, and risks
• Understand and analyze various drivers impacting key metrics and outcomes and provide a fact-based recommendation to the stakeholders
• Be a liaison between business units on projects that have a multi-organization or business unit scope
• Facilitate team meetings and cross-functional workshops
• Conduct analyses needed to prove or disprove the hypotheses driving the project execution
• Support others by providing just in time coaching on business transformation, customer experience, and process improvement methodologies and tools
• 4-year degree required
• MBA and/or experience of working in a tier-1 management consulting organization is advantageous
• At least 5 years of total work experience in consumer businesses
• Experience or certification in customer experience design is a plus
• Proven record for managing virtual teams across multiple simultaneous projects on time and budget
• Excellent presentation skills, including ability to create presentations using MS Power Point and experience presenting to all levels of an organization
• Outstanding quantitative and analytical skills, including ability to conduct outside/inside research, analyze data, and use MS Excel effectively to develop models and drive analyses
• A focus on strategy, operational processes, and customer experience
• Proven record of performance and trusted professional credibility
• Experienced team leader with proven facilitation, change management, and problem solving experience
• Comfort in working up and across the organization – working with senior staff members and front line employees
• Demonstrated competency in strategic thinking that result in new ideas that drive the business forward
• Track record of handling extremely confidential information appropriately
• Evaluate each member’s account and situation to provide accurate information, appropriate education and resolution to their specific problem
• Reliably follow up with members on issues that were not able to be resolved during a single contact
• Understand how to respond to the following escalated issues
• With Director of Customer Experience and Head of Customer Experience (Claims), contribute to shaping an aligned DLG Customer Experience strategy, across both Personal Lines and Claims, so as to deliver on the brand strategy for each core own brand and strategic partnership
• Seek to continually improve the customer experience across all touchpoints in Personal Lines; based upon research, benchmarking, analytics, best practice and competitor analysis
• Understand and clearly articulate customer expectations vs internal delivery and capability, and highlight gaps and opportunities; work with the business to implement change
• Complete external benchmarking, best practice in financial services and other sectors, and competitor analysis to inform our approach. Make sure techniques like mystery shopping are used to get under the skin of the experience delivered – well beyond just high level measures eg. AHT
• Chair and coordinate cross-functional sessions designed to prioritise and improve customer experience and business performance across DLG’s key customer journey(s)
• Champion and promote the benefits of delivering improved customer experience; be a passionate advocate for excellence in customer experience and the strategic and commercial reasons for this
• Determine the strategic metrics, measurement framework and reporting approach for measurement of customer experience including through into AIP
• Champion customer journey profitability and analysis work, optimising customer value and NPS simultaneously
• Undertake customer insight and root cause analysis to identify customer and business pain points, drivers of customer experience and options for improvement
• Develop and demonstrate robust business cases for improving customer experience; use these to secure appropriate funding and resources for budgets and projects
• Real-world experience – credibility at senior (board and manco) level
• Analytical, data analysis skills
• Experience of using multiple sources of insight and reporting to determine the correct approach for business problems
• Understand the customer, be empathetic and walk in the customer shoes
• Identify and prioritise pivotal points within the customer journey that will enable win-win interventions for both customer and company
• Communication skills – communicate at all levels, tailor communications style to different audiences to bring to life the customer experience and inspire teams to achieve
• Proven ability and track record of influencing the relevant strategic agenda(s), projects, investments etc to achieve business objectives (eg new systems to improve service)
• Must possess the fundamental knowledge and thorough understanding of the journey that our customers will take with our company
• Be able to analyze what steps, activities, questions, barriers and emotions may come up throughout the customers’ journey
• Provide the most meaningful touch points for our customers through the products & services we offer, with a goal to support the customer throughout their entire journey
• Ability to deliver an experience that sets us apart in the eyes of our customers
• Work with management to integrate continuous improvement methodology and framework into your day-to-day operating rhythm
• Drive for the best possible outcomes in key performance & key improvement areas
• At least 2 years in college or the equivalent with no back subjects
• 6 months or more of previous customer service experience
• Creative Thinker
• Highly flexible and adaptable
• Must be sociable and engaging
• Exceptional verbal and written English communication skills
• Proficient with various Microsoft Office applications (Outlook, Excel and PowerPoint) and the ability to learn technology quickly

Customer Experience Rep-phoenix Resume Examples & Samples

• Plays a vital role in the retention of Grainger’s customers
• Responsible for improving customer retention through programs and services provided to the customer
• Provide a remarkable customer service experience that drives customers to return to Grainger time and time again through superior communication skills
• Combines service, sales and systems skills with basic product knowledge, while efficiently position applicable exploratory questions, to uncover customer needs and navigates to relevant solutions
• Empowered to resolve customer issues promptly and accurately in a manner that will promote customer loyalty

Mgr, Customer Experience Resume Examples & Samples

• Owns business partner relationship to ensure cross functional operations are optimal (i.e. Sales, Branches, etc )
• Handles high level Sr. Management escalations (i.e. Help Phone or Seller inquiries)
• Participates in Organizational involvement

Senior Mgr, Customer Experience Resume Examples & Samples

• Manages, plans, and directs the overall service related activities for at least one large Contact Center group/unit
• Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow
• Ensures the volume of work produced meets productivity, service and exceeds quality standards
• Manages the activities of leaders in a section or department with accountability for goals, objectives, and operational policies
• Participate in the development of functional strategy
• Has overall accountability for hiring, termination, performance and salary decisions
• Identifies, analyzes, organizes, and leads operational development opportunities that are scalable throughout the Customer Service organization that enhances the Contact Center strategy
• Partner with Operations Manager to ensure exceptional service and operational excellence of the regional contact center and remote workforce to make Grainger our Customers’ First Choice
• Provides direct leadership to 4-5 Managers and indirect leadership to 200+ team members, in non-exempt positions to communicate strategy, direction and vision to align and achieve organizational objectives through efficient use of resources and talent
• Make key decisions impacting every aspect of the Regional/National Contact Center, which includes activities that drive superior service, sales growth, strong customer relationships and internal partnerships, employee development, and expense/budget management
• Ensures exceptional service and operational excellence of the Contact Center and virtual/WFH workforce to make Grainger our Customers’ First Choice
• Routinely and proactively monitors the competitive landscape to stay informed about relevant industry trends. Reflects on potential benefits to Grainger and recommends Customer Service
• Builds a Continuous Improvement culture by making problems visible, challenging the status quo and promoting tools and methodologies that generate process improvements required to drive standardization and effectiveness
• Sponsors initiatives and projects that deliver operational efficiencies and effectiveness. Empowers leaders and team members to design and implement Contact Center standard work

Customer Experience Rep Resume Examples & Samples

• Accurately performs fundamental work assignments to deliver a superior customer experience by listening to their needs and providing timely solutions (Order entry, order follow-up, shipment tracking, update orders, etc)
• Consistently captures customer’s intent when placing an order and seamlessly provide delivery option that meets those needs
• Uses system capabilities to provide information on pricing, availability, and alternative solutions to complete customer interactions and solver customer problems
• Proactively looks for opportunities to drives sales growth by engaging in actions that identify leads for further selling opportunities
• Demonstrates and participates in continuous improvement activities

Supv, Customer Experience Resume Examples & Samples

• Identify and recommend operational improvements
• Spends at least 60% of time directly working with team to guide development and performance
• Minimum 0 to 2 years Supervisory experience
• Prior experience managing TM’s preferred

Customer Experience Rep-waterloo Resume Examples & Samples

• Works extensively with the customer to resolve problems, orders, and technical issues in an effort to retain our customers’ service and relationship
• Accurately performs fundamental work assignments to deliver a superior customer experience by listening to their needs and providing timely solutions (Order entry,order follow-up, shipment tracking, update orders, etc)
• Shares relevant information with sales partners and acts on customer feedback
• Ability to personalize interactions with customers, while using a positive, “say yes” approach, and set appropriate expectations to resolve conflict
• Guide direct reports and cross-functional teams with instructions limited to tasks and general objectives
• Accurately read key relationships within the organization and communicate at the appropriate level of detail to achieve consensus
• Update own knowledge and applies new techniques to review and improve individual and team performance
• Develop and execute a strategic vision that connects customer requirements and experiences to operations and achieves desired results
• Understands Grainger’s business and the major industry sub sectors. Able to interpret P&L and understand the major levers that drive the business
• Build a successful team and develop individuals through objective evaluations, providing timely and relevant feedback and acting as a mentor to all team members
• Advanced analytical skills using Excel, Access, SPSS, and/or Teradata

Mgr, TPS Customer Experience Resume Examples & Samples

• Minimum 3 to 5 years Supervisory experience
• Minimum 2 to 4 years leading leaders
• Experience in LEAN preferred. Demonstrate excellent communication and organization skills, employee development skills, and team building
• Ability to influence team members to achieve individual and team objectives
• Develops staffing recommendations and partners with WFM & training and onboarding plan for the team (i.e. TPS/SCS)
• Owning a process/project as applicable
• Works directly with cross functional RSVPs to partner and communicate business updates
• Go to market strategy
• Standard work instructions, KPI, training, quality monitoring,
• Managing vision and process
• Must have the ability to problem solve both simple and complex issues from team members and business relationship
• Develop and implement departmental changes enhancing workflow optimization
• Facilitate and/or lead quality excellence teams on special projects
• Ability to develop and maintain positive employee, customer and cross-functional team relations; actively engaged in team member development
• Plans, directs, supervises, and evaluates work flow. Coordinates work activities to achieve the volume expected to meet operational requirements
• Will be responsible for the direct management of approximately 15 front line agents
• Reviews performance metrics, diagnoses root cause of underperformance and develops an improvement plan
• Keeps team informed of key events in the center and solicits feedback
• Responsible/Accountable for selection/hiring, on-boarding/training of new hires
• Drives employee engagement through direct interaction and support. Celebrates team and individual success. Drives higher employee engagement scores as reflected in internal survey

Customer Experience Partner Resume Examples & Samples

• To deliver a positive customer experience for all clients and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the shared service center in India (GSC)
• Identify when a face to face interaction would benefit the customers relationship or where large potential profitability has been identified
• Build strong relationships with all stakeholders including off shored GSC teams
• Be fully responsible for customer satisfaction and experience
• Coordinate with Scope team (GSC) on SOP maintenance and best practice for (partially) migrated processes
• Handle incoming customer services queries, issues and exception management
• Be actively involved and take action on improving business processes, such as invoice quality, commitment compliance, SFDC (Salesforce) usage
• Promoting the Safmarine Brand in daily interactions through various channels and media
• To deliver a positive customer experience for all customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the customer and internal teams
• Build strong relationships with all stakeholders including off shore GSC team
• Full understanding of customers business drivers, needs and requirements
• Effectively handover of terms and conditions agreed with customer to stakeholder groups, including GSC team
• Actively promotes the use of ECOM
• Handle incoming customer services quires, issues, exception management
• Volume (ffe)
• Cost Recovery ( Intermodal and D&D)
• Invoice Accuracy
• At least 1 year working experience in Customer Service. Experience in Zendesk will be an added advantage
• An ability to work under minimal supervision
• An outstanding organizational skills
• An ability to be multitasking and creative
• Make drivers and passengers happy: Promptly manage taxi bookings and customer service enquiries to ensure that drivers and passengers are happy with GrabTaxi Vietnam
• Train and guide taxi drivers and passengers: Serve as the one-stop resource on training and guiding our clients (taxi drivers and passengers) on using our app and marketing promotions
• Solve problems:Manage service enquiries and disputes arising from our clients (taxi drivers and passengers) via email, phone and social media. Handle complaints, solving problems between drivers and customers, provide appropriate solutions
• Build and maintain client relationships: Maintain good relationships and community building efforts with taxi drivers and passengers
• Effectively manage large amount of incoming calls
• Shift work (maximum 1 week night shift/month)
• Prior experience in sales & customer service preferred
• Strong phone call contact handling skill and active listening
• Excellent communication
• Customer orientation and ability to adapt/ respond to differrent kind of character
• Ability to multi-task, manage time effectively
• At least 2 years experience in Customer Experience

Head of Customer Experience Management Resume Examples & Samples

• Defining, evolving, and embedding the customer experience strategy
• Leading and motivating the business to ensure the delivery of our strategy & plans across all customer touch points, journeys, channels & services
• Holding the mirror up to the business through customer led culture & governance at multiple levels of the organisation
• Customer Journey Mapping: Develop Customer Journey Maps or Customer Experience Maps to allow everyone in the organization to clearly understand the steps in the customer journey and take appropriate actions
• Identifying Drivers of Loyalty: develop and implement mechanisms to regularly understand which customer experiences drive customer loyalty. These mechanisms will supplement the intervals between Net Promoter Score surveys
• Root Cause Analysis and Action: identifying and acting on the root causes of customer pleasure or displeasure
• Building a customer focused business: actively review and revise existing processes and procedures to build a Customer Centric organization
• A minimum of 10 years’ experience in a consumer marketing/commercial leadership role with a minimum 3 years’ experience with direct responsibility for delivering exceptional “customer experience.”
• Experience of operating in a multi-channel customer facing environment is essential
• Experience of operational management would be desirable
• Management and leadership of teams
• Project leadership on a multi-site, multi-stakeholder level
• Financial and budget accountability

Global Head of Customer Experience Insights Resume Examples & Samples

• Set the vision and strategy for Insights
• Build the next generation of offers/capabilities to ensure Insights stays on the forefront
• Accelerate Medallia’s go to market in coordination with Sales & Marketing functions
• Create a heightened profile for Insights in the market
• Refine Medallia’s thought leadership in Operational CEM and key analytic topics
• Champion Insights to senior internal stakeholders and clients
• Develop the team’s internal structure and development paths for individual growth
• Scale team operations to support growth while meeting revenue and margin targets
• Excellent client management and relationship building skills with a track record of success
• Analytical leadership at a high performing company with a history of impact
• Strong data-driven storytelling; strong facilitation, presentation, & strategic communication skills
• Ability to scale a team of high-performers and self-starters
• Familiarity with research methodology, quantitative modeling, and advanced analytics
• Experience in B2B, SaaS or enterprise software industry
• PhD or Masters degree
• Deliver a positive customer experience for all customers and to ensure a smooth execution of the end to end shipment lifecycle by working closely with the customer and internal teams
• Hunt leads and follow up opportunities for new customers, lost or inactive accounts as well as regular accounts. This includes conducting campaigns and sales promotions across customer opportunities
• Ensure all products and services are sold to the customer to maximise Safmarine profitability
• Effectively handover of terms and conditions agreed with customer to stakeholder groups, including GSC teams
• Actively promote the use of E-COMMERCE/digitalisation
• Graduate with relevant experience in Sales or Customer Service
• Selfdriven individual who is seeking an exciting challenge
• Passion for delighting our Customers together with strong leadership is a prerequisite for this role. Candidate must possess and demonstrate excellent communication skills at all levels of the organization
• Abilty to work under pressure and manage multiple priorities

Integrated Customer Experience Insight Manager Resume Examples & Samples

• Previous experience with Adobe Analytic platform or similar
• Previous experience on various analytical techniques including time series analysis, cluster analysis, regression analysis, predictive modelling techniques and decision trees
• Previous experience with R
• Previous experience in data extraction and manipulation, in particular with SQL
• Previous experience in visualizing results and creating reports in particular with Tibco Spotfire or similar

Customer Experience Banker Resume Examples & Samples

• An entry level banker role with real career opportunities
• Ongoing training and development
• Customer focused role to existing NAB customers

Head of Channels & Customer Experience Analytics Resume Examples & Samples

• Lead the effort to utilize innovative analytic methods to develop unique segmentation and models that will optimize business investment and customer experience decisions
• Leverage insights and analytics to help drive new end-to-end lifecycle strategies that deliver measurable improvements in engagement and long-term-value of our customers and clients
• Analyze key customer journeys, provide the business actionable quantitative recommendations and develop new metrics to benchmark progress
• Provide analytic leadership in the consolidation of multiple data assets to understand customer channel preferences and migration
• Drive Branch analytics, modeling and reporting around Sales Practices, staffing and distribution
• Lead strategic and ad hoc analysis to quantify "what", "how" and "why" customer behavior shifts are occurring. Identify and track key performance indicators and dashboards
• Lead the Analytics & Decision Sciences People Agenda including building a team, onboarding, succession planning, talent management, performance management and improving employee engagement

Customer Experience & Digital Manager Resume Examples & Samples

• Coordinate and execute on the content strategy across the business (in partnership with Product and Marketing) including driving stronger and consistent email marketing that is best-of-breed and results driven
• Day to day management of digital campaigns including reporting, planning and managing the agency relationship
• Translate high-level direction into detailed specifications for all online web properties
• Partnering with and supporting regional teams (Product, Sales and Marketing) to act as the digital subject matter expert with a holistic approach to online and the Prepaid Management Services business
• Provide regular analytical reporting and recommendations based on data (digital and direct)
• Liaise with cross functional MasterCard teams (Marketing, Product and Sales in particular) to coach and inform on best practice digital execution and instigate change for the better
• Strong understanding of digital and consumer behaviour with a core focus on driving ‘customer first’ strategies to extract greater value from existing and new customers
• Digital experience across multiple product lines gathered from a hands on approach to online
• Experience managing websites; content, stakeholder reviews, approvals and updates
• A team player that wishes to support an innovative and fun team by aligning to strategy, understanding the goals of the team and always working towards success
• Experience working across multiple levels, functions and regions; ability to clearly communicate complex financial information in an easy to understand manner; ability to effectively deliver messages both verbally and in writing and work as the digital subject matter expert
• A self-motivated professional with a proven track record of time management and delivering sucess while operating within a cross functional team environment
• A passion for understanding competitive offerings and industry trends; background in financial services is an asset; knowledge/experience in actively managing websites and digital marketing a must
• The role requires someone with a strong all-round approach to digital; ranging from digital marketing to production, content management and a strong desire to innovate and learn from the ecommerce industry

Analyst Customer Experience Analytics Resume Examples & Samples

• Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports
• Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
• Determines areas for focus and conducts analyses to understand the drivers of performance gaps
• Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time
• Coordinates data feeds with Operations to provide data for analysis
• Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives
• Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation
• Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes
• Facilitates the implementation of action plans in collaboration with Call Center Operational units
• Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics
• Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations
• Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans
• Contributes to decisions regarding analytic design, information requirements and deliverable schedules
• Bachelor’s degree in related field from a four-year college or university with two to four years related experience preferred
• Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes
• Sense of professionalism and ability to develop relationships
• Strong communication skills, both written and verbal
• Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
• Ability to work an emerging and rapidly changing environment
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
• Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred
• Proficient in Microsoft Office
• Exposure to Six Sigma methodology
• Up to 10% travel may be required
• To deliver a positive customer experience for all customers and to ensure a smooth execution of the end–to-end shipment process by working closely various stakeholders
• Hunt leads among lost or inactive accounts as well as follow-up of opportunities for existing customers. This includes involvement in marketing campaigns and sales promotions as required
• Work closely with External Sales Managers to cultivate the customer relationship with a view to maximizing volume and profitability at every opportunity
• Ensure all products and services well presented to the customer in order to better take advantage of Safmarine differentiators in the market
• Build strong relationships with all stakeholders including the Safmarine Global Service Centre based in Mumbai, India
• Develop a full understanding of customers’ business drivers, needs and requirements
• Effectively handover of terms and conditions agreed with customer to stakeholder groups, including Global Service Centre teams
• Management of sales pipeline and segmentation alongside accurate equipment and booking forecasting
• 8-10 years experience in a corporate environment focused on customer and/or colleague engagement and service satisfaction
• Strong knowledge and understanding of voice of the customer and the colleague
• Ability to think analytically
• Ability to operate effectively in a highly functionally run organization and build strong relationship across business groups
• Strong knowledge of banking, banking products and distribution channels
• Ability to communicate effectively, think strategically and execute tactically
• Strong Powerpoint, presentation and influencing skills
• Ability to work well independently as well as within teams; with a high level of problem solving skills
• Bachelor’s degree in Business, Marketing, Data Analytics, a related field or equivalent work experience
• 7+ years in customer focused Sales, Digital Product Management, and/or Marketing required
• Experience in Digital, Direct or Database Marketing a plus (Insight driven teams)
• Experience in Group Insurance, Retirement or Financial Services desired
• Experience in B2B and B2C Sales and Marketing required
• Solid written, listening and oral communications skills
• Strong interpersonal, communication, negotiation, partnership and presentation skills
• Excellent teamwork and collaboration skills with the ability to work across functional teams and with all levels of the organization
• Occasional travel may be required

Customer Experience Analytics Manager Resume Examples & Samples

• Develop and deliver new interactive reports to better understand customer experience & operational effectiveness and allow end users to self-serve for additional insights
• Ensure adequacy and accuracy of reporting; document data sources and associated metrics/dimensions
• Evaluate performance against established metrics; uncover operational themes, trends, and areas of opportunity
• Innovate with different approaches for business analysis and should not hesitate to explore new and challenging areas like using advanced analytics to solve customer’s unique problems
• Identify opportunities to leverage statistics and data science to more efficiently solve customer problems
• Support stakeholders in their reporting, dash-boarding and ad-hoc analysis requirements
• Support internal technical consultants, developers and third parties throughout the implementation of new reports/dashboards from a business perspective
• Partner with data and technology teams to improve measurement and reporting capabilities by connecting data sets into a single unified report
• Stay abreast of changes to business rules, workflows, and tools that affect customers and employees
• Define strategy for HomeAway customer experience in Asia Pacific region, including Australia, New Zealand and Asia
• Work closely with business leadership to define and implement operational programs to support HomeAway APAC strategic initiatives
• Manage network of operational teams based in Sydney, Singapore and several other APAC offices
• Collaborate with peer Customer Experience executives in North America and Europe to deploy scalable customer solutions
• Monitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are met
• Manage operational teams that deliver demand forecasting, capacity planning and agent scheduling processes in order to meet service-level and customer satisfaction targets
• Inspire team members toward a culture of customer centricity and continuous improvement
• Supervise and provide assistance by answering questions, giving feedback and providing guidance on team issues
• Professionally communicate with customers and internal stakeholders
• Develop and maintain subject matter expertise across functional areas of responsibility
• Assist senior management with special projects, incidents, investigations, escalations, product definition, and training
• Represent Customer Experience group on cross-functional product and project teams as assigned
• Solicit employee feedback and lead regional department to uphold company culture and values
• At least 10 years of managerial experience, ideally across multiple functional areas in services and operations
• Experience managing and developing managers preferred
• Ability to interpret information from multiple sources, work with large data sets, and make sound decisions from analysis
• Demonstrated analytical and problem-solving skills
• Vendor management experience preferred
• Exemplary communication and leadership skills
• Demonstrated time management and organizational skills
• Proven track record of working effectively with remote teams
• Experience with CRM systems, WFM tools, and content management tools preferred
• Proficient with Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint
• Experience with advanced analytics toolsets preferred
• Ability to prioritize responsibilities, multi-task and delegate effectively, and produce both individual and team results

Customer Experience Account Manager Resume Examples & Samples

• Drive awareness of our strategic accounts and communicate with peers how to engage customers
• Provide customer support for pre order activities (pricing, availability, proposal, quoting, technical specifications, non-standards, parts identification and custom solutions)
• Performs resolution surrounding price and credit holds
• Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, backorders, supersessions, etc
• Develop and cultivate effective relationships with key accounts
• Provide first level of escalation for issue resolution
• Proven ability to manage multiple issues to their resolution while performing normal duties
• Facilitates customer satisfaction and delivery performance as well as coordinates improvement via lean processes with other business resources and functions
• Obtain customer specific requirements for developing and maintaining the master customer records; maintain ongoing reports and records
• Provide high quality service through efficient use of all Oracle/CRM functionalities related to order fulfillment and relative to customer activity
• Associate’s Degree in Business, Marketing, Supply Chain or Finance. Bachelor’s Degree preferred
• 5-7 years of experience in inside and/or outside sales preferably in an industrial environment
• Market Modelling: assessing market opportunities and competitive landscapes
• Target Operating Models: including capability modelling, process and governance design
• Organisational Design: designing effective organisations to achieve transformative outcomes
• Able to support and work alongside senior clients to shape, define and design the delivery of solutions that address the most complex business challenges
• Conversant at a high level in architecture concepts
• Highly skilled in structured thinking, analysis and problem solving techniques
• Comfortable in the use of a wide range of standard methods and tools, e.g. journey mapping, value proposition design
• Outstanding at bringing to life abstract and complex concepts, communicating them effectively to executive-level audiences
• Confident in working independently as the day-to-day client point of contact on assignments
• Ability to view the 'big picture' of challenges impacting the customer experience, including the technical, functional, process, and policy considerations and to creatively define solutions to those challenges
• A go-to-market mindset that is focused on creating a new customer-focused experience and delivering it to customers in an immediate timeframe
• A deep understanding of what is possible with today's technology and products, and the ability to anticipate what is coming down the line
• Persuasive story-telling capabilities to enlist support for initiatives, drive home importance, and ignite enthusiasm to execute
• Analytics skills to mine data to identify opportunities for continuous improvement based on customer pain points
• A strong commitment and sense of ownership to propel new product features to fruition
• Partner with diverse groups such as development, design, business unit and care teams to prototype and scale CX solutions based on feasibility and viability
• Work collaboratively with other CX teams, including strategy, analytics, and process design
• Evaluate and prototype platforms and solutions via internal development and/or third-party partners to complete Comcast's end-state customer experience vision
• Drive processes to identify and correct gaps in the customer experience based upon operational challenges / metrics and direct and indirect customer feedback
• Collaborates with cross-functional teams to launch new services, features and enhancements on time and within budget. Serves as a subject-matter expert for the overall customer experience
• Assesses needs and opportunities for new/innovative customer experiences through industry research and feasibility analysis. Manages, gathers, and analyzes internal and competitive intelligence data for customer interaction trends and product utilization
• Participates in product modification, cost reduction, margin analysis, advertising and promotion, forecasting, product positioning and pricing strategies
• Develops goals, budget and strategic business plans. Recommends ways to expand sales and profitability
• Manages the product planning and scheduling process according to sales volume, inventory requirements and materials availability
• Develops and manages CX product offerings to customers as well as working with other groups within the company to develop and support cross-functional strategy and product rollouts
• Assists in developing product roadmaps, feature definition and identifies new product offerings
• Identifies and gathers potential CX product ideas, technologies, and business opportunities that can be integrated into the current product line and recommends exploration of future products and opportunities
• Consistently exercises independent judgment and discretion in matters of significance
• Bachelors Degree or Equivalent
• Generally requires 10 plus years related experience
• Analysis of social care strategies, communications with Members on to understand strategic issues and drive business change and resolution
• Ensure tone of voice alignment across social channels to drive high customer satisfaction, engagement and issue resolutions
• Cross channel partnership with marketing, member benefits and community teams to share actionable insights
• Strive to make the member experience our best product
• Diligently work with the digital care team to optimize member channel performance by driving members to engage with their accounts online or through the mobile app
• Construct, iterate and optimize performance metrics
• Always put the member at the center of all Virgin communications and when making business decisions
• Repond to Facebook, Twitter & Instagram messages, as well as set the tone for the Social Exeprience Team
• Be part of the "early warning ecosystem" for potential escalation trend and collaborate with the wider business
• Adapt to a changing environment and be willing to be flexible with the job as it evolves and changes
• Provide feedback and help drive the brand voice in our 3rd party channels
• Create engagement opportunities with members to drive Support Experience channel awareness/engagement
• Positively, and intentionally, contribute to NPS in each member interaction
• Engage the wider Virgin Group to expose best practices that can be implemented in Virgin Evolution
• Bachelor's degree or 5 years' experience in related field (design, communications, marketing or similar)
• 1-3 years of experience in similar discipline with deep understanding of applicable trends, tools, landscape
• Excellent written and verbal communication skills ideally with experience engaging influential audiences
• Telecom industry, specifically wireless
• Premium brand experience highly sought
• Engaging and dynamic presentation skills
• Contact center experience
• Customer journey mapping
• Growth mindset and willingness to experiment beyond traditional support/organizational standards
• Analytical ability to interpret patterns in member issues and redesign the experience
• Organized, and detail-oriented with a drive to solve problems and improve the business
• Develop and direct selling floor programs to drive selling engagement between sales associates and the customer. Champion sales associate selling behavior coaching in stores
• Continually review and modify existing selling tools and training modules to ensure materials provided to stores are relevant and producing desired results
• Design and implement all store selling recognition programs including: Stores Own Sales Scorecard recognition, annual recognition events and other event-based ad hoc programs to motivate and recognize sales performance
• Work with Director and outside vendors to implement strategic initiatives
• Effectively manage projects in a high volume and fast paced environment
• Collaborates with Learning and Development on MAGIC selling and coaching initiatives and supporting materials
• Reviews Customer Feedback results and identifies specific opportunities for improvement, both for individual stores as well as overall corporate strategies
• Follows shortage programs and procedures
• Perform these functions in an efficient manner, as directed by the Supervisor
• Regular, dependable attendance and punctuality
• A minimum of 3 years store management or central store support experience in either
• Ability to create communications with both speed and precision
• Excellent listening and comprehension skills
• Basic math functions such as addition, subtraction, multiplication, and division
• Able to use a calculator
• Self-starter, able to work independently and as part of a team, strategic thinker, and must have good time management skills
• Strong customer selling and service orientation
• Strong leadership, communication and interpersonal skills
• Ability to work with all levels of management, build partnerships and influence decision makers
• Highly organized and able to adapt quickly to changing priorities
• Ability to collaborate and function as a member of a team
• Must possess a strong sense of urgency and attention to detail
• Should be comfortable with the use of computers and experience with Content Management Systems a plus
• Educational background in journalism, Business Communications, social media or similar education/experience
• Graphic design, instructional design, video/print experience are all preferred qualifications
• Experience or education background in writing and preferably Business
• Six sigma skills preferred
• Major in Industrial Engineering or Quant Analysis
• Manage the current platforms tools used to monitor and capture the Voice of the Customer (VOC)
• Work with 3rd party vendors in applying tools that fit the business strategy to capture the VOC
• Point of contact for the company with VOC vendor partnerships
• Provide N.A. reporting that supports the business strategy. Reporting that combines VOC and Customer Care insights
• Provide insight on VOC trends weekly and monthly
• Work with VOC vendors to build quarterly insight presentations
• Connect the customer experience through all platforms the company uses to capture the VOC
• Partner with all company channels that collect the VOC including DotCom, division marketing, social media management, and the customer care center
• Work with the Customer Care center and develop connected and streamlined platforms and intuitive reporting surrounding the VOC
• Work with the Manager, Customer Care and the customer care center to streamline the DM customer feedback management process for all of North America
• Partner with the training in building CX programs that support the business
• Coaches and develops direct reports to deliver exceptional results
• Adheres to legal requirements and ensures the standard is met

Mgr Customer Experience, Dcc Resume Examples & Samples

• Remain abreast of new trends in a wide range of topics, such as global, market, industry, design, digital/technology, social trends
• Ensure sharing of knowledge across the team, building the collective toolkit and experiences
• 10+ years experience working in design, digital and/or product roles
• Experience leading large projects, external and internal
• Be able to travel as required (up to 25%)
• Strong preference for conversational Spanish speaking skills, or be willing to learn quickly
• Develop and manage the strategic plan for CX initiatives to fulfill outcomes of the CX blueprint
• Collaboratively establish and monitor CX KPI’s and service delivery standards based on industry leading measures, customer expectations, and delivery of the brand promise
• Lead the ongoing evaluation and analysis of inter and intra departmental work processes to identify opportunities to reengineering workflow to improve CX
• Provide CX oversight and input into enterprise initiatives that impact customer experience
• Be the CX champion of the organization and promote customer-centric decision making and approaches
• Lead a CX team focused on planning of surprise and delight initiatives and employee experience efforts

Customer Experience Partner for Safmarine Resume Examples & Samples

• Hunts leads and follows up on opportunities for new customers, lost or inactive accounts as well as regular accounts, this includes conducting campaigns and sales promotions across customer opportunities
• Is fully responsible for customer satisfaction and has experience with customer interaction
• Has a full understanding of customers' business drivers, needs and requirements

Senior TPM, Search Customer Experience Resume Examples & Samples

• Bachelor’s degree in Computer Science, Computer Engineering or related technical discipline
• 8+ years of relevant engineering experience
• 5+ years leading design and delivery of large scale software systems across multiple teams/organizations/locations
• Experience with OOD and object oriented languages
• Excellent communication skills, both written and oral
• Deep hands-on technical expertise
• Strong business and technical vision
• Ability to handle multiple competing priorities in a fast-paced environment
• A deep understanding of software development in a team, and a track record of shipping software on time
• Exceptional customer relationship skills including the ability to discover the true requirements underlying feature requests, recommend alternative technical and business approaches, and lead engineering efforts to meet aggressive timelines with optimal solutions
• Detailed knowledge of software development lifecycles (RUP, Agile, XP)

Australia Customer Experience Senior Manager Resume Examples & Samples

• Work closely with business leadership to define and implement operational programs to support HomeAway Australia strategic initiatives
• Manage demand forecasting, capacity planning and agent scheduling processes in order to meet service-level and customer satisfaction targets
• Lead employee development through clear goal setting, training plans, regular coaching and performance reviews
• Regularly review and ensure that policies, procedures and guidelines are being followed
• Advocate for process and policy changes that improve customer experience and innovate toward simplicity
• Ensure team members have the tools and training to do their jobs efficiently, advocate for product enhancements, and provide business requirements when changes are needed
• Manage relationships and performance of outside vendors
• 10+ years of experience with 5 years of managerial experience, across multiple functional areas in services and operations
• Customer Operations, Quality Assurance, and/or Content Management experience preferred
• Front-line experience interacting with customers required
• Experience with advanced analytics tool sets preferred
• Ability to prioritize responsibilities,multi-task and delegate effectively, and produce both individual and team results
• BA or BS required
• Up to 15% travel annually
• Ensure my work area is effectively equipped at all times throughout the day and I am ready and available to help customers when needed in the returns department, full serve handout area and home delivery desk. Use knowledge of both the range and how IKEA works to offer informed solutions and process returns, orders and deliveries efficiently
• Working in the Recovery Department, take necessary action on products to give them a second chance, such as repackaging and assembly; always considering the sustainability impact when deciding how to recover products. Build and present IKEA products in As-Is commercially and at relevant prices
• I support the quality work in the store in order to constantly improve customers' quality perception of IKEA products
• Listen to our customers and use knowledge of both the range and how IKEA works to offer informed solutions and resolve the customers’ issues, resolving SAM’s cases and CSC calls within the time frame required
• 0-6 months of experience a high volume retail customer service environment
• High School Diploma, GED or equivalent experience required.Good customer service, and verbal communication skills
• Experience in a cash handling or customer service environment
• Willingness to share your knowledge and learning
• Interest in home furnishings
• Computer aptitude
• Strong digital and mobile awareness, particularly in CEX technologies
• You have 7+ years of proven track record delivering successful CEX improvements
• You combine a data-driven approach with behavioral psychology in your solutions

Customer Experience Technician Resume Examples & Samples

• Outstanding customer service is a MUST!
• 2 years minimum customer service experience-call center experience preferred
• Professional presentation
• Energetic personal initiative and ability to self-manage daily work
• Effective organizational skills and attention to detail
• Strong command of MS Office (esp. Word, Excel and Outlook) required
• Ensure quality customer experience: provide a point of contact for customer inquiries and utilize best practices to ensure that all inquiries are promptly, efficiently and courteously handled
• Foster an inclusive, diverse atmosphere: contribute to a respectful, Fast, Fun and Friendly culture for team members and customers
• Respond to customer inquiries: identify and assess customers' needs quickly and accurately
• Collaborate: partner with corresponding department representatives to resolve complex customer service inquiries in a timely and accurate manner
• Manage customer information: follow-up, prioritize and ensure that the customer is well informed of the developments of their request in a timely manner
• Manage customer information: notify customers on approved and/or denied credit requests via phone and email
• Manage customer experience: notify customers of late trucks, alert customers of recall affected products with urgency and conduct customer surveys on driver score card
• Manage equipment: administer ordering equipment and ensure it is accounted for and manage returns
• Defining new customer experiences across VMware's SaaS product portfolio
• Generating buy-in for the product vision with leadership and partner teams
• Creating and maintaining an optimized and logically sequenced product roadmap
• Translating customer experiences into product requirements that are clearly communicated to partner teams
• Managing prioritization and trade-offs to ensure delivery of a great customer experience
• Identifying and resolving strategic issues that impair the team’s ability to meet product goals
• Leading cross-functionally to ensure the product vision is implemented effectively
• Experience shipping a complex SaaS or Cloud Service
• Ability to define and tie product design decisions to business goals
• Demonstrated ability to collaboratively deliver results across functional teams worldwide, including business and technology teams
• Strong quantitative and qualitative data analysis skills to drive and scope business requirements
• Excellent oral and written communication skills with the ability to influence others internally and externally
• Master's degree or MBA with focus on Customer Experience, User Experience or related field
• 6 years of work experience with at least two years as project lead
• Ability to handle multiple priorities and flexibly adapt in a fast-paced environment
• Design and implement frameworks for the delivery of the customer experience strategy, aimed at delivering a differentiated customer experience
• Influence and provide inputs to the customer strategy, through research and identification of new opportunities to executive teams⁄ or management teams whichever is applicable
• Influence and drive the strategic alignment of the customer experience frameworks and the business unit customer strategy, ensuring that outputs, initiatives and deliverables are aligned
• Provide support to the business unit head of customer experience in terms of inputs to the business unit customer strategy
• Conduct primary research as a key input into the customer experience design, fully understand the current situation and any complicating factors
• Facilitate and participate in customer and employee forums in order to gain insights into climate, culture, successes and obstacles to the delivery of a differentiated customer experience Influence the definition of the customer experience standards, through continuous improvement and research initiatives
• Draw insights and conclusions from the above and use this as the basis for designing potential solutions and remedial actions
• Test and refine the identified solutions though a robust proof of concept process, in order to understand final design implications, prior to full adoption and rollout
• Identification and solutioning of inhibitors that are entrenched and preventing the delivery of the customer experience, e.g. employee measures, employee capabilities, physical and infrastructure barriers
• Identification and delivery of frameworks aimed at providing positive recognition of employee excellence in the delivery of the desired customer experience
• Support and assist the Business Unit head of Customer Experience with the establishment of the performance improvement programme in order to drive specific customer experience actions across the Business Unit
• Identification of root causes through various analytical processes
• Identification of a range of potential solutions through research, engagement with business partners
• Facilitation of, testing and delivery of proof of concepts within business aimed at delivering the desired customer experience
• Evaluation and recommendation of potential solutions in order to deliver customer improvement solutions and initiatives in conjunction with business to establish a differentiated and desired customer experience
• Drive adoption of Treating Customers Fairly (TCF) practices in business to ensure compliance with legislative and organisational requirements
• Develop and implement a Complaints and Customer Experience quality assurance framework
• Establish and manage complaints Management Information that is aligned to AFS and Group requirements
• Manage departmental budgets including signing off of invoices and quotations within mandate. Escalate out of budget items to the Head: Customer Experience for approval
• Agree Customer Experience performance targets with internal stakeholders and Head: Customer Experience and take accountability for the achievement of customer metrics
• Identify and report TCF and Compliance risks to Head: Customer Experience
• Engage with HR to drive employee enablement initiatives and ensure that employee designs are aligned to the customer experience standards
• Influence and ensure alignment of the customer segmentation and employee segmentation through continuous engagement with the customer proposition and employee proposition
• Provide insights to any Business Unit customer forums and Business Unit Exco to enable sound decision making and drive alignment of the customer strategy

Management Consultants to Develop Customer Experience & Drive Change Resume Examples & Samples

• Are easy to work with, structured, pragmatic and not least a strong team player
• Fast working and proactive with a high energy level to drive things forward in a large organization
• Strong problem solver who can work hypothesis and data driven with good Excel skills
• Great stakeholder management, communication and Powerpoint skills to present data, issues and solutions in a simple way to obtain buy-in for change

Customer Experience Team Manager Resume Examples & Samples

• Positively influence daily call volumes to deliver maximum customer satisfaction
• Display our exceptional behaviours like Care, Urgency & Determination
• Use all the Coaching, Leadership and Management skills you have to understand your team’s Strengths, Weaknesses, Goals and Dreams
• Drive our Culture & Values from within the team
• The atmosphere of the team starts and ends with their leader – Injecting fun and passion into the role for advisors is key
• Looking after our customers that feel the need to escalate their call
• Continually stay up to speed with the fast paced nature of our Business
• Help to reinvent Customer centric processes and encourage continuous improvement
• Data Analytics
• Business Process Mapping
• Practical application of scientific research in influence and persuasion
• Regulatory compliance
• Leadership development
• Prepare reports and dashboards to support loss mitigation group
• Extract existing data to manipulate/calculate/format into presentable reports, charts and graphs
• Maintain up-to-date knowledge of industry trends and events
• Perform ad hoc analytical requests and research projects for internal parties
• Special projects as assigned by management
• Advanced proficiency in MS Excel and working knowledge of MS Access
• Ability to understand data management concepts
• Ability to work under pressure, meet deadlines, and maintain focus
• Working knowledge of Business Objects and/or SQL is a plus
• You are currently in your Junior or Senior year of college
• You have completed at least 1 prior internship OR have held a leadership role in an organization
• Experience in creating Business Intelligence Dashboards is a plus
• Mortgage industry or real estate knowledge a plus, as is previous experience in an analytical or reporting environment

Analyst, IT Customer Experience Resume Examples & Samples

• Possess a thorough understanding of all appropriate IT processes in a globally integrated enterprise
• Must be disciplined to use tracking, ticketing and measurement tools with accuracy
• Understands Desktop and peripheral hardware configurations
• Ability to maintain a professional, helpful and empathetic demeanor in dealing with customer issues
• Strong verbal, writing and messaging skills as well as financial acumen
• Ability to work with vendors and other service providers in problem resolution or escalation
• Ability to interact with individuals at all levels globally with diverse cultures
• Must be idea and solution driven with an understanding of problem solving techniques that show results
• Must have strong negotiation and problem solving skills
• Able to present and propose concepts and ideas clearly and logically
• Able to teach and train end users in a 1:1 or classroom setting
• May be required to provide reporting on metrics, trends, performance or customer satisfaction personally or for the team
• May have lead, or demonstrate the ability to lead, small to medium sized projects by following general project management
• Must have strong analytical, reporting and decision making skills
• Bachelor’s degree in related field preferred or equivalent experience
• Network connectivity and Enterprise computing and server environments
• Video communications, multimedia configuration and signal management as well as telephone systems including cellular technology
• Productivity solutions including Cloud Productivity and Social platforms
• Modern task management, incident management and ticketing systems
• Cloud Service administration and Enterprise system Administration and Enterprise Security
• All modern and emerging operating systems (IOS, Android, Apple, Microsoft)
• Content management and knowledge Management and System Maintenance Methodologies

AVP Customer Experience Resume Examples & Samples

• E2e customer journey transformation
• To improve on e2e customer journeys with focus on ‘customers’ jobs to be done’ for new product development and existing service propositions of the consumer bank
• Successful conduct of customer/internal research
• To develop research plan for customer research/immersion (propose of target audience and scope)
• To recruit customers based on required profile
• To conduct customer immersion sessions to understand customer needs/wants or experience
• To find (resourcefully), manage and analyse relevant information so as to identify opportunities for transformation/improvements
• Successful execution/progression of customer experience/journey projects
• To document observations and identify customer insights
• To identify opportunities for enhancement of customer experience
• To present recommendations or facilitate workshops/discussions
• To collaborate with product teams in bringing to life the design insights from customer journeys/ immersions
• Recognised advocate of customer experience and customer centricity
• To champion and drive a customer-centric culture in CBG
• Experience in a Customer Service/Experience focused area
• Experience in implementing/managing customer journey projects/initiatives
• Exposure to the latest customer experience thought leadership or trends
• Exposure to customer journey or process design using transformation/improvement methodologies (e.g. HCD, Six Sigma; Lean)
• Experience in managing stakeholders
• Management consulting experience a plus
• Presentation/Facilitation
• Report Writing
• Designing and conducting qualitative research
• Human-centred design work
• Process improvement work
• Set the customer experience vision, principles and standards; and support the adoption across and beyond IT
• Provide guidance to programmes through their execution, ensuring the customer experience is appropriately representing in the portfolio and in sprint content
• Build a capability and team that provides pragmatic hands-on support, and scales with our needs
• Coach and develop the broader team in customer experience methods
• Promote product and design-led thinking and delivery approaches
• Engage with and manage appropriate agencies and third-parties, working alongside the ARM branding team
• Represent and influence social engagement approaches in the overall customer experience
• Relevant degree or equivalent
• Knowledge of the field and current developments in this area
• Extensive track record of performing in the customer/user experience domain
• Evidence of substantial on-the-job experience in relevant areas such as customer/user experience design, usability testing, customer research, accessibility design, user acceptance testing or user interface design and programming
• Experience with relevant tools and techniques that accelerate outcomes e.g. wireframes, customer journeys, rapid prototyping
• Strong analytical as well as verbal and written communications skills are required
• Ability to communicate effectively at different levels within the organisation, which includes senior management, operations personnel and customers
• Good standard of English with excellent communication skills
• Ability to persuade and influence others
• Experience of bringing about business change
• Functional management experience
• Experience of experience of scrum/agile project management / reporting
• Leading a customer experience team or function
• Post-graduate qualification in user experience, user acceptance testing or accessibility
• Provide in-depth analytics, along with appropriate commentary and point of view, from variety of sources through primary and secondary research. Design and propose a holistic sales process
• Manage portions of customer experience projects such as Mystery Shopping, Call Campaign, Rejecter Studies
• Ad hoc reporting/Learning about the business and industry/providing creative recommendations and insights
• Prior internships a plus
• Requires working knowledge of Excel & PowerPoint
• Strong analytical and critical thinking skills
• Positive attitude, adaptability, and willingness to learn
• Ability to present in front of others

Customer Experience & Quality Analyst Resume Examples & Samples

• Ensures consistent adherence to Delivery Excellence Practices & Service Quality Standards regular monitoring and reporting
• Proposes improvements with Delivery Excellence Practices & Service Quality Standards to ensure its alignment with current services and requirements
• Regularly reviews artifacts on Service Desk's adherence to approved Delivery Excellence Practices and Operating Procedures
• Receives and responds to customer feedbacks, complaints and escalations
• Conducts investigation of complaints and produces a report with corrective and preventive actions
• Works with other resolver groups to resolve end user complaints or escalations
• Performs service quality audits and provides feedbacks to analysts and their Leads
• Comfortable with the applications of Quality Tools in IT Service Desk environment
• Build and maintain strong relationships with existing and future clients
• Build and maintain a quarterly Operations Review with identified customers
• Provide a client escalation point in regards to incidents, change requests and operational issues
• Take leadership to manage corrective actions required to address any pending issues
• Handle customer requests and enquiries in a timely manner
• Provide support with product and service inquiries
• Support billing process and customer billing review
• Ensure all service and contract commitments are delivered to the Client’s satisfaction
• Support internal service management QA process
• Provide orientation for customer facing reporting systems
• Assume ownership of direct requests and/or unresolved issues
• Keep records of customer interactions and transactions (record details of inquiries, comments, complaints and actions taken to address them)
• Work closely with internal stakeholders/cross-functional teams to address customer issues/inquires
• Ownership of customer surveys: responsible for the distribution of surveys, collection of data and customer follow-ups
• Deliver service excellence to internal and external customers
• Support contract renewal process
• Ability to acquire the appropriate Security Clearance (Government, Police or Client issued)
• Exposure/experience in project management, Hosting / IT Operations
• Bilingual English/French would be an asset
• Understanding of Bell provisioning process, end to end
• Understanding of Solution Delivery Lifecycle from Day 0 through to Day 2
• General familiarity with Bell products and services
• Understanding of Bell’s organizational structure: BBM, Network Services, Field Operations, IT, etc
• Competency in Incident and Change Management Governance and process

Head of Customer Experience Sector Resume Examples & Samples

• Establish themselves as the CX expert within the given Sector bringing both generalist CX expertise, and sector specific intelligence
• Is able to work strategically as well as tactically and is recognised internally and by Clients as a Customer Experience subject matter expert
• Working as part of the Support Services Customer Experience Team, operationalising the Interserve customer proposition through all customer accounts and customer touch points
• Translates the Interserve Value Proposition and desired customer experience into the Sector, to ensure a consistent branded experience, but which is aligned with sector demands and processes
• Develop and facilitate impactful workshops leading to positive and sustainable change for our customers and colleagues
• Establish the ‘As-Is’ across the Sector and feed into the overall Support Services Customer Experience development plans. Operationalise and manage the Customer Effort metric
• Use the Interserve Customer Journey Framework and toolkit to make improvements to existing customer accounts
• As the CX expert for that Sector, work with the Bid teams to demonstrate CX as a true differentiator – understanding customer needs and applying them through our service solutions
• As the CX point person within the given Sector, work with the leadership team to feed customer insight requests into the Customer Insight team, and then deliver usable insight back into the business, turning insight into action. Provide a measurement framework to see customer and commercial improvements
• Using customer & commercial insight develop sector leading User and Workplace Experiences
• Ensure Service Levels and Customer Service capabilities are at the desired level
• Identify customer interactions that are driving dissatisfaction and an increased cost-to-serve. Work closely with the central Customer Experience Team focusing on the account lifecycle
• Ability to look at existing customer accounts and establish where the customers’ experience is being negatively impacted by people, process, technology, or data
• Work with Interserve account teams to develop and deliver improvement plans
• Identify best practice and work with the other HO Customer Experience roles to ensure it becomes everyday Interserve practice
• Develop the capabilities within the business at Customer Account level to ensure a customer focused approach to account management and provide the skills/toolbox to apply it
• Is able to work within cross-functional teams and lead customer journey improvement plans identified to deliver improvements to specific customer touch points. The cross-functional teams could equally be Support Services wide as well as Sector specific in some instances
• Work closely with the OEM and COE Team to deliver process improvements, and standardisation across customer accounts. Understand and apply technology and innovation where improvements can be made and measured
• Working with both Account teams and Customers, developing the Customer Development Plan to ensure continuous improvement and support our customer retention target
• Develop people and teams, helping them to understand the Interserve way to deliver a branded Customer Experience. Input into any relevant Induction and training plans
• Able to translate the voice of the customer into action
• Excellent people and influencing skills
• Ability to work with and manager a ‘virtual’ team
• Commercial acumen – calculating the cost of failure and business benefits
• Good communicator with strong verbal and written skills
• Passionate about customer service and delivering improvements
• Well organised and able to manage multiple activities
• Able to demonstrate the organisation and delivery of complex events
• Experience of working in a customer focused environment
• Strong interpersonal and people management skills including team working

Customer Experience & Business Intelligence Specialist Resume Examples & Samples

• Functional Expertise
• Bachelor’s degree in Marketing, Economics, or other business-related field of study
• 2-4 years of experience in customer experience and competitive intelligence
• Customer Experience and Business Intelligence experience with both retail and digital marketplaces
• Up-to-date with the latest trends and best practices in customer experience and business insight
• Strong analytical skills, as well as a passion for problem solving and working cross-functionally to identify opportunities and resolve them
• Highly self-motivated with proven ability to manage multiple projects, drive hard to completion, and deliver meaningful results
• Have excellent interpersonal, customer service, organizational and problem-solving skills
• Lead and influence business partners across the network
• Ability to combine data from multiple sources and manipulate to analyze and interpret business performance
• Ability to articulate and visualize data to make information more easily understood
• Eagerness to develop new marketing skills and business acumen
• Be reliable for efficiency, accuracy and attention to detail
• Solid Microsoft Office suite experience required
• To deliver a positive customer experience for key account customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the customer and internal teams
• Build strong relationships with all stakeholders including off shore Global Service Centre team
• Effectively handover of terms and conditions agreed with customer to stakeholder groups, including Global Service Centre team
• Actively promotes the use of Ecommerce
• Continually review improved service offerings (routes/transit times) to RENAULT. Routings / transit times to be reviewed weekly – check with Cluster Trade and Marketing desks on pending / likely service changes and report on findings to RENAULT Control Tower Manager
• Assist in the determining of market related service / transit times and report on findings to RENAULT Control Tower Manager
• Responsible for follow up on RENAULT TSLA, ensuring all CSA’s are following procedure and finance follows up on Overdue invoices
• Responsible for invoice quality i.e. maintaining correct invoice party; demurrage and detention invoices are in line with global free-time agreement as per RENAULT contract
• Continually strive to convert RENAULT/agents to E-Com platforms
• Compile weekly/monthly transit/deviation reports for RENAULT role players
• To co-ordinate claims received from customers with Claim Department and ensure feedback is given to customer
• Control exceptional RENAULT charges (as they come), follow SOP’s and RENAULT action payments accordingly
• Ensure long standings are communicated to RENAULT proactively to action DET-DEM invoices approval and payment from RENAULT
• Co-ordinate weekly calls with Renault Turkey and Romania Teams. File meeting reports in Sales force
• Co-ordinate quarterly performance review visits with Renault Turkey and Romania Teams. File visit reports in Sales force
• Assist in developing new customers in Key Account segment
• Primary internal stakeholders (Agency Staff / Sales / Customer Experience Partners / Finance and Branch management, not limited to Turkey, for Romania and Germany also / Global Key Account Owner / Control Tower Manager)
• Primary external stakeholders (External Customers and Suppliers in Turkey, Romania and Germany)
• Full overview of the business process from end to end (booking to invoicing to payment application)
• Knowledge/Awareness of what RENAULT and New Customers means to Safmarine as a Key Account
• General Problem Solving Skills
• Customer Service Skills
• Capable of building solid rapport over the phone
• Is a clear communicator at all levels of the organization
• Capable of overcoming objections
• Has knowledge of market competitors and industry trends
• Confident in decision making
• No military obligation for male candidates
• Pressurized and dynamic environment
• Adherence to deadlines
• Meet Customer KPI’s (further to mutual agreement)
• Compliance with Standard Operating Procedures
• High level of quality and accuracy
• Ensure a constant and high level of customer service
• Ability to coordinate and follow up responsibilities with offshore offices internally
• NPS ( Customer Satisfaction Score )
• Native Turkish
• Good communication skills written and verbal in English
• French and Romanian languages are preferred
• Accuracy and organizing ability
• Manage priorities
• Results orientated
• Logical Reasoning

Senior Customer Experience Partner Resume Examples & Samples

• To deliver a positive customer experience for all customers and to ensure a smooth execution of the shipment lifecycle by working closely with the customer and internal teams
• Hunt leads and follow up on opportunities for new customers, lost or inactive accounts as well as regular accounts. This includes conducting campaigns and sales promotions across customer opportunities
• Identify when leverage of external sales face to face interaction would benefit the customers relationship or where large potential profitability has been identified
• Ensure all products and services are sold to the customer to maximize Safmarine profitability
• Built strong relationships with all stakeholders including effectively handover of terms and conditions agreed with customers to our global service centre team
• Be fully responsible for customer satisfaction and experience on interaction with customers
• Promoting the Safmarine Brand in daily interactions through various channels and agreed media

Large PSE Customer Experience & Deployment Resume Examples & Samples

• Responsible for the success of a product or group of products through development and execution of comprehensive marketing plan including new and emerging products, technologies and/or applications
• Be product owner throughout the life cycle
• Conduct multi-year product planning to determine product life-cycle decisions, ensure consistency with overall marketing and corporate strategy, and achieve product performance, revenue, market share/penetration, and profitability objectives
• Identify, monitor and analyze internal (e.g. financials, movement, revenue, cost, sales) and external (e.g., technology, market share, competitive) performance parameters in order to reposition, modify features and identify new uses for the product
• Provide continuing product surveillance and management of established product to attain financial objectives
• Accountable for revenue attainment and profitability and success of product or group of products through development and execution of comprehensive marketing plan
• Act as the foremost expert within the product marketing discipline and an acknowledged authority within the organization
• Develop business plans and product positioning in the marketplace
• Provide readout to leadership level regarding products and plans as assigned
• Collaborate with other AT&T offer teams to ensure customer experience and business services positions AT&T as the continued leader
• Work with marketing and sales operations teams to develop service delivery and channel enablement plans
• Develop compelling positioning and value proposition and selling tools
• Market Analysis: assess market and customer dynamics and incorporate into offer development and lifecycle activities
• Perform competitive analysis to evaluate product capabilities, pricing, promotion, distribution; analyze how these impact market share
• Recommend and implement changes required to be competitive
• Rationalize solution offerings by performing map/gap analysis against current offering and market opportunities
• Establish requirements to effectively manage and track to a plan of record, including total sales, revenue, churn and contribution
• Motivate others to action and provide leadership qualities as needed
• Foster strong relationships with internal and external resources. Engage with different functional teams and business units (in order to drive business success and optimization
• Acts as team lead as needed to provide leadership to less experienced professionals
• Five years product management experience
• Must be comfortable with conveying the value of new and emerging products, technologies or applications to senior level management and across a diverse product team
• Product launch and lifecycle management experience
• Previous experience leading a cross-functional organization in executing projects from ideation to completion
• Strong analytic and fact-based decision-making skills
• Ability to manage multiple projects simultaneously and operate in a fast-paced, high-growth professional environment
• Must possess both outstanding written and oral communication skills
• Must be proficient using Microsoft Office products including Word, Power Point, Excel and Outlook
• Ability to clear a criminal background check and drug test
• The successful candidate will be able to perform the following with or without reasonable accommodation
• Six or more years product management experience, preferably in consumer new product development
• Product management experience within high tech, software and/or wireless/telecom industry highly
• Create actionable strategic plans and benchmarks performance against key operational targets/goals
• This individual will work closely with Chase LOB CEO’s and Channel heads to provide the CCB businesses and Channel heads with critical information and insights needed to positively impact the customer experience, optimize cost to serve, and deepen Chase customer relationships
• Responsible for addressing business issues such as risk, legal and compliance and managing resolution
• Promote a strong control environment by adhering to risk/control expectations, procedures, and processes
• 15+ years of broad leadership experiences focused on consumer businesses with an analytical / strategic focus (large scale distributed retail networks a plus)
• Experience with a Fortune 500 company and highly recognized customer centric brand strongly preferred
• Creative thought leader, exceptional problem solving and analytical skills with proven ability to conceptualize new ideas
• Digitally savvy with the ability to synthesize large amounts of data to tell a relevant story
• Outstanding and engaging people leader who has demonstrated the ability to lead, coach and develop employees within a large organization
• Strong business control understanding and experience
• BS/BA required; MBA preferred

Customer Experience Continuous Improvement Manager Resume Examples & Samples

• Select and prioritize continuous improvement projects to ensure work aligns with biz strategic goals
• Lead Resolution of systemic process issues to improve long terms customer experience and satisfaction
• Drive DMAIC (certification process)
• Engage with PC operations & sites on each project to ensure customer experience is implemented into existing and future projects
• Ensure lesson leant are implemented to prevent repetition of issues across all PC (sites and functions)
• Lean six sigma BB / MBB certified
• Comprehensive in-depth understanding of Continuous Improvement concepts and principles
• Knowledge of key process improvement tools e.g. RCA, DMAIC
• Process orientation and strong PMO skills
• Ability to drive and work horizontally

VP, Operations & Customer Experience Resume Examples & Samples

• Support WVRNA Resort Operations: vendor spend, brand standards, survey; communications, statistical analysis
• Support RVP’s & Resort Operations: guest experience, communications
• Drive innovation for “Guest Experience” to enhance the overall guest experience and value proposition
• Hospitality Service Culture – champion and steward the “Count on Me!” service culture
• Quality Assurance Standards
• Brand Standards Oversight – resort management policies, brand standards and applications : in-room guest consumables, housewares, quantity and quality guidelines, guest facing collateral – check-in packages; in-room directory
• Special Projects – within Hospitality, within WVRNA Business Units (housekeeping, standards, etc.)and Wyndham Worldwide; Wyndham Green, Wyndham Rewards, Associate Recognition, Wishes by Wyndham, Talent Assessment, Arbor Day Million Tree Program, Loss Prevention Participation (Emergency Preparedness)
• Requires minimum 15+ years of experience in a Business leadership role in the hospitality management industry
• Financial & analytical skills; understanding of hospitality departmental operations and controls
• Knowledge of condominium and/or home owner association management; be self-directed and work productively in a fast paced environment; maintain open effective communication and build associate morale; proven track record of assessing and growing a strong leadership team; innate leadership presence with demonstrated experience providing strategic direction, leading, coaching and motivating a team; strong problem resolution and prioritization skills
• Computer skills including considerable experience with MS Word, MS Excel and MS Outlook
• 4 year college degree with focus in hospitality

Senior Manager of Customer Experience Resume Examples & Samples

• Oversee the Customer Experience (CX) at all TMK companies
• Oversee the sales Agent Experience (AX) at all TMK Companies
• Create “secret shopper” identities to monitor the complete CX
• Look for and promote consistency and style that is reflective of each companies brand identity and brand promise
• Present findings to upper management and to responsible business units
• Determine possible courses of action to remedy sub-par or inconsistent customer experiences
• Work with Social Media team to monitor social media trends related to CX
• Research and foster strategic partnerships with other companies that can help the CX and AX
• Explore technologies and solutions to improve CX
• Manage expenses related to CX and AX
• Foster strong working relationships with business units to ensure findings and suggestions are well received
• Marketing/Branding
• Relationship and networking Skills
• Public Speaking
• Process Improvement Skills
• Creative Writing
• Analytical Skills
• MS Office Skills (Outlook, PowerPoint, Excel, Word)
• College Degree in Marketing
• Customer Experience Background a Plus
• Branding Background Preferred
• Relationship Management Experience
• Focus on gathering customer feedback, taking the feedback and determine continuous improvement plans to make the customer experience better
• Build out a consistent QBR framework and template for all Diamond accounts. Work closely with Account team to populate and prepare for QBR presentations
• Manage and ensure follow through by key owners of continuous improvement plans
• Hold meetings with clients and internal teams in Virtustream to gain the information necessary to move the Customer Experience program forward
• Communicate on a regular basis with customers and internal team members to ensure everyone is on the same page and expectations are known/met
• PowerPoint skills, marketing background
• Customer facing
• Willing to travel ~1x month
• Project/Task management skills
• Ability to work with all levels in an organization
• This role is integral in ensuring the contact centre has up to date information, processes and tools supporting the products and services of OML to ensure the services provided to customers and the overall quality of the customer experience is of the highest standard
• Manage the customer experience communication tools i.e. the knowledge base
• Anticipate the questions from customers by developing a detailed FAQ for customer experience
• Design and produce visually stimulating material for effective communication
• Develop customer experience FAQs on promotions, ad-hoc scripts and findings
• Maintain up to date training materials
• Train ad hoc promotion to contact center & retail
• Manage the customer experience processes and ensure that the latest version is relevant and communicated to all team members
• Act as a liaison with marketing, sales and other departments ensuring customer experience is aware of the content of any communication sent to customers
• Working with marketing to develop the messages to be recorded on the customer experience IVR
• Participate in the organization of events and/or activities for customer experience
• Represent customer experience on committees with the internal communication group and other groups of OM
• Within transformation projects create functional requirement documents by taking inputs from customer experience stake holders
• Manage the complete CR/CCR process with IT
• Take part in testing as required for product and project launches
• VOC Analysis & report circulation among stakeholders
• Produce ad hoc reporting as required
• Dynamic and proactive
• Sense of analysis and synthesis
• Burmese and English (oral and written)
• Strong Microsoft office & presentation skills
• Two years experience in the communication area, preferably in a telecom business
• Foster excellent customer relations to maximize freight potential
• Ensure prompt handling of customer requests/inquiries
• Enter customer orders into the J.B. Hunt system and track loads to ensure on time, damage-free service
• Ensure adequate equipment utilization for trailers with assigned custom
• Ability to work under potentially stressful/fast paced environment
• Ability to self-prioritize
• Currently juniors or seniors preferred
• GPA of at least 2.7; GPA of 3.0 or higher preferred
• Have demonstrated leadership qualities
• Be available to work 20-40 hours per week; we can be flexible with class schedules
• High school diploma or equivalent; Bachelor’s degree preferred
• Minimum 3 to 5 years of customer service experience
• Proven process improvement experience (analytics, problem-solving, and decision making skills) in order to drive results
• Ability to train and coach team members on processes, procedures, compliance and product knowledge
• Strong competence in the use of technology and software applications including SAP, CRM, Impact 360 and other emerging technologies
• Ability to plan, organize and delegate work
• Live Our Values: People, Quality, Service and Innovation
• Deliver a concierge level of service, you will ensure every interaction results in client delight
• Create rapport with our clients ensuring we deliver on our vision of becoming the world’s best interior design firm
• Detailed product expertise and excellent verbal and written communication, you will create a luxury service experience in every interaction
• Cultivate cross-functional relationships to ensure you are able to deliver solutions at speed to our clients
• Reliability, commitment and follow-up, you will exceed client expectations
• Keen sense of style and creative eye, you will provide creative solutions to engage with your clients’ individual vision by providing recommendations and complementing their existing purchases
• Strong ability to lead, you will support the team in the absence of team leadership presence (when appropriate)
• Set a positive tone around all performance metrics
• Support mentoring, coaching and developing of all associates through various audits and projects
• Own and drive superior business results through vendor partners monitoring key metrics to ensure outsourcer is meeting expectations
• Analyse data to gain insights into vendor performance and improvement opportunities; Identify data, tools and reporting needs and write BRDs, partnering with cross-functional teams to make those ideas a reality
• Build and implement governance structure
• Manage and monitor all assigned contractual obligations and governance processes to meet required standards including responding to contract queries and guidance requests
• Act as point of escalation for vendor issues
• Ensure vendor risk factors are being identified and appropriately documented and addressed
• Work with the organisation to help translate functional requests into contract specifications/changes
• Work closely with senior stakeholders in the region and/or product teams to understand, influence, define and drive common goals

Customer Experience & Collaboration Engineer Resume Examples & Samples

• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements
• Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail
• Take full ownership for managing the incident to resolution within the service level conditions
• Provide telephonic support to clients when required and update the relevant systems as per Dimension Data procedures
• Perform the necessary hand over procedures in cases where shift work is required
• Produce breach and other reports to identify failures and short-comings
• CCNA/A+/N+; MCSE Qualification preferred
• At least 2 – 4 years’ work experience
• At least 2 years’ specific work experience in a relevant field
• Demonstrate solution and service knowledge
• Possess sound knowledge of CX & Collab infrastructure and systems
• Demonstrate problem analysis and solution formulation skills
• Demonstrate learning and service orientation
• Demonstrate excellent attention to detail
• Demonstrate proactive management

Mgr Customer Experience Resume Examples & Samples

• Manage Plexus' Customer Experience program and drive globally consistent processes through the development and maintenance of the Customer Experience Manual in order to create a consistent Customer Experience process for customers that come to a Plexus facility
• Create, implement, and sustain standard tools and processes by working in coordination with IT, operations and market sector teams in support of developing efficient and effective Customer Experience processes that are used consistently at all Plexus facilities
• Measure the Customer Experience program through the development and execution of an audit program to track success and drive continual improvement. Communicate progress through the collection, analysis and dissemination of audit and Customer Experience survey results to executive management, regional VP's of operations and global market sector leadership
• Participate in talent acquisition process for all Customer Experience Leaders and Customer Experience Specialists by interviewing candidates to ensure candidates exhibit attention to detail and are customer focused. Identify high-potential Customer Experience Assistants and work with regional Customer Experience Leaders to provide stretch assignments to high-potential assistants in order to create a pipeline of talent for other roles within Plexus
• Coordinate with regional Customer Experience Leaders to identify and drive Customer Experience best practices throughout the enterprise
• Own the development and maintenance of global Customer Experience training program to ensure consistency of training practices. Facilitate training for executive, market sector and regional leadership
• Partner with the branding team to rollout Plexus' corporate brand messages and collateral within Plexus facilities across all regions and business units
• Collaborate with the branding team to develop approved functional business unit tour messages that are appropriate to enhance the Customer Experience
• Lead regular team meetings of regional Customer Experience Leaders to continually improve Customer Experience processes and understand the effectivity of the Customer Experience programs within region. Participate in site, sector and regional leadership meetings in order to effectively promote customer experience
• Provide Customer Experience resources to Plexus' market sector and global operations team through the development and management of the Customer Experience SharePoint site to provide easy access to the Customer Experience program tools and processes
• Occasional travel may be required to meet the needs of the business (estimated 30-35%)
• A minimum of a Bachelor's degree or equivalent experience is required for this position; a Bachelor's degree is preferred
• Experience of 5 year(s) is required for this position, assuming education requirements are met. Equivalent industry experience of 5 or more years is highly desirable

Customer Experience Campaign Manager Resume Examples & Samples

• 3 to 5 years working experience in area of consumer banking, customer service or marketing or data management
• Open minded, diligent, patient and with a keen eye for details
• Good at both spoken and written English
• Drive customer satisfaction for assigned groups
• Demonstrate leadership and business partnership skills by working with assigned channel/functional/regional business leaders in the implementation and execution of Customer Experience initiatives aligned to the business strategy as outlined in Annual Operating Plan and Long Range Plan
• Provide the business Voice of Customer information for assigned groups, identifying barriers to success and working across the organization to drive issue resolution and customer satisfaction
• Recruit, lead, develop, promote and retain team members through the execution of objective and goal setting, action planning and delivering timely specific feedback throughout the year
• Contribute to employee engagement and development, including aspects of coaching, training, rewards and recognition, performance management, attendance administration
• Facilitates and follows up any sales inquiries
• Drive key metrics for the team: InContact, OTS & ICQ
• Process customer orders (promise dates, order entry, collaboration with supply chain and operations)
• Associate’s Degree in Business, Finance, Marketing or Supply Chain highly preferred. Bachelor's degree preferred
• 5 years of experience in a customer facing role
• 3 years of experience leading teams
• Professional certification is a plus (i.e. National Professional Certification in Customer Service, APICS)

Head of Customer Experience Improvement Resume Examples & Samples

• Setting the ANZ program direction, working closely with leaders in defining and developing the roadmap to customer advocacy ambition and journey
• Developing, deploying, and operationalising NPS capabilities - this includes the building and maintenance of the NPS measurement methodology and reporting systems and tools
• Leading and supporting the execution of Retail and Commercial bank initiatives with the end goal to improve NPS
• Effective management of the delivery of NPS roadmap bank wide program, in line with the program budget
• Being the key advocate for the NPS program; engaging key stakeholders enterprise wide. Advising and supporting senior leaders in reinforcing key messages, celebrating success stories, and being the role model for the customer centricity framework
• Previous success in senior leadership roles influencing at Leadership and Board level to achieve transformation outcomes. Strong strategic mindset with the ability to identify key lever to drive success
• Proven track record driving cross functional re-engineering using an industry recognised framework to improve service experience
• Demonstrable experience applying user led design methodologies to digitise process
• Strong experience in leading implementation of Net Promoter Systems in corporate environment including cultural change, capability build would be beneficial
• Strong communication and interpersonal skills. Experience in effective influence at a Managing Director and Board level
• Proven success in change management, particularly in cross – functional environment driving significant change program

Director, International Customer Experience Resume Examples & Samples

• Customer experience gaps and priorities: Work through the existing data (customer feedback and employee feedback) to understand what the customer experience gaps are internationally (by market) – product and experience. Align those needs with the global customer experience improvements
• Develop collaborative partnerships: Develop a strong partnership and communication cadence with all of the key stakeholders in the international teams
• New market expansion: Get plugged into the new markets planned for 2016 and being planned for 2017. Understand the customer needs in those markets and establish how we will listen to those customers (and the partners) within those new markets as we enter them
• BA/BS degree in Business or a related field preferred
• 10+ years relevant work experience in customer experience and/or customer focused leadership
• Passion for our customers and a drive for making their experience better
• Experience leading teams, directly and in projects
• Strong communications background to communicate and employees and customers
• Demonstrated success of driving cultural change within an organization that is preparing to transform
• Excellent ability to manage influence through persuasion, negotiation and consensus building
• Familiar with customer journey/journey mapping is a plus
• Ability to adjust to changing demands and shifting priorities
• Primary strategic partner with HR, Digital / social teams, and internal communications to lay out plan and foundation for “infusing” customer into the organization
• Partners / works with all lines of business to build strategy of support tools and resources that drive customer experience goals, aligning to the consumer bank and also tailored to the individual business
• Define and outline the sustainability strategy as it relates to customer experience content, culture, and education as we transform our approach to an emotional experience
• Translates complex customer experience research and data into stories, action plans, and playbooks
• Works across the bank to continuously improve and embed a true customer first mindset in everything we do
• A change leader that “invites” others to think of the customer in a new and evolving way
• 15+ years total leadership experience in combination of customer experience, engagement, and change management
• Exceptional ability to find “common ground” and partner with all levels of the organization
• Exhibits a joy and excitement for always doing what is right by the customer with a customer-first mindset
• Ability to write and build stories from multiple complex data sources – translating to playbooks, internal intranet sites, digital and social tools, and HR integration strategies

Head, Customer Experience Resume Examples & Samples

• Plan and execute Customer Engagement related activities for IBG
• Work with related units in preparing for any Customer Engagement activities
• Prepare & monitor survey conducted each year and also generate action plans for improvement based on survey and event that have been conducted
• Initiate, execute and monitor projects to increase IBG’s customer experience, both internal and external
• Monitor complaints & compliments regularly and propose feedback for corrective action plans to avoid repeated complaints

Customer Experience Senior Business Partner Resume Examples & Samples

• Serve as the primary liaison between IT and one or more business areas
• Provide functional knowledge of key business processes and functional expertise on the IT services/applications that support them
• Drive and improve Customer Experiences processes through adoption of IT best practices and harmonized business processes
• Develop collaborative partnerships with R&D and Business Unit leaders. Use these partnerships to identify opportunities to shape and fully realize the potential of IT and data analytics investments to drive business outcomes
• Understand current and future business processes, and establish strategies and requirements to align IT application and service capabilities with these processes
• Provide functional support, knowledge transfer, and training on business and/or customer facing applications
• Work with business stakeholders to document business needs, requirements, and business cases
• Provide project management and coordination for key projects
• Collaborate with the larger IT organization (e.g. PMO, ERP Leads, Strategy & Architecture, etc.) to deliver appropriate technology solutions
• Advise leadership on appropriate action, including contingency planning and countermeasures
• Recognize opportunities for the business which involve the application of technology across a broad technical front
• Maximize existing investments in Customer Experience and related technologies, and shape future blueprints (business capabilities), ensuring IT is appropriately applied throughout the end to end business processes
• Execute projects within the approved portfolio within budget/timeline and track benefits realization

Analyst, Special Handling Customer Experience Resume Examples & Samples

• Pull and analyze data to discover areas of improvement
• Create and execute a project roadmap, including technical and business process improvements
• Write (and present) one-page papers to explain the benefits and strategic importance of your work to senior audiences
• Work with cross functional teams to execute your projects
• Define user requirements for technology improvements
• 5 years experience analyzing business problems and creating metrics
• Able to manage several projects/initiatives at same time
• A high proficiency in MS Excel and SQL and strong analytical skills with proven ability to use data to drive change
• Demonstrated experience making efficient and effective process improvement proposals
• Master’s degree or MBA
• 2+ years in Program/Project Management
• Experience in Customer Experience or Transportation
• Demonstrated skills in communicating (both verbally and in writing), and influencing stakeholders across multiple disciplines and different levels of the business
• Strong bias for action, with the ability to juggle multiple priorities and create a sense of urgency

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Customer Service Resume Examples and Writing Tips

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Customer Service Resume Template

• Customer Service Resume Example
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How to Get Your Resume Noticed

Are you applying for a customer service position ? If so, you'll want to emphasize some of the soft skills commonly required for customer service employees, such as being an excellent communicator and having strong interpersonal skills.

Employers will also be looking for candidates who are punctual and responsible, because customer service workers often handle cash registers and replace other employees during shift changes.

What to Include in Your Customer Service Resume

Include the right information. The most important elements to include in your resume are your contact information, education, and experience. Another optional way to highlight your customer service abilities is to list them in a skills section.

Include optional sections, if you wish. These include a resume objective or resume profile. Use the objective or profile to specify what role you are looking for, along with the talents and abilities you'd bring to the position.

Emphasize your experience. You should be sure to list any previous customer service positions you've held.

Use the appropriate keywords. In addition to highlighting strong soft skills, you may also want to include customer service keywords throughout your resume.

Make a match . Match your qualifications to the job listing to be sure your resume accurately reflects your ability to do this particular job.

Tips for Writing an Effective Resume for a Customer Service Job

Be consistent. Use the same formatting throughout the document, and clear language in the bullet points to describe each job.

Keep it concise. You do not have to include every responsibility held in each position. Instead, provide the most relevant information, and group together similar tasks. If you're fairly new at resume writing, be sure to bone up on how to write job descriptions for a resume.

Use a resume sample, but do not copy it exactly. Your resume needs to be a unique document, highlighting your own work history and strengths. However, use the examples to get a sense of the language to use and the best information to include.

This is an example of a resume for a customer service position. Download the customer service resume template (compatible with Google Docs and Word Online) or see below for more examples.

Customer Service Representative Resume Example

Customer service resume example (text version).

John Doe 123 Main Street Albany, NY 10036 (123) 456-7890 John.Doe@email.com

CUSTOMER SERVICE SPECIALIST

Helping customers with returns, purchasing store protection plans, and service packages

Customer Service Specialist with 5+ years’ experience assisting customers, scheduling in-home services via the online interface, answering phone inquiries, and following up with the status of orders.

Key skills include:

● Assisting with New-Employee Training

● Rewriting Customer-Service Manual

● Assisting with Conflict Resolution

● Team Building & Leadership

● Proficient with Cash Register Operations

● Assisting High-End Clientele

PROFESSIONAL EXPERIENCE

BRAND BUYS, Saratoga Springs, NY CUSTOMER SERVICE SPECIALIST (February 2019 – Present) Assist customers with returns, purchasing, store protection plans and service plans; schedule in-home services via the company’s online interface, answer phone inquiries, and help with dispute resolution. Notable accomplishments: ● Helped rewrite the company’s customer service manual, which is now used companywide.

● Helped train 25 new employees, including in-store policies, services, and register operations.

SARATOGA SPRINGS CITY HALL , Saratoga Springs, New York CUSTOMER SERVICE ASSISTANT (June 2014 – February 2019) Assisted clients as they entered City Hall and via phone; answered and resolved email inquiries. Notable Accomplishments:

● Performed filing and data-management tasks; drafted and edited short office memos.

● Assisted with all office administrative duties; typed up month City Council agenda.

EDUCATION & CREDENTIALS

HUNTER COLLEGE , Saratoga Springs, NY Bachelor of Arts in English (3.75 GPA, Honor Roll Every Quarter; Minor: Business), 2014

Technology Skills Ability to Work with Several Operating Systems, Including Windows and Mac • Excel Proficient

Other Skills Excellent Communication and Interpersonal Skills • Experience Maintaining an Office Budget

Customer Service Manager Resume Example

The following is an example of a resume for a customer service management position. It includes a list of qualifications, work experience, and education.

Customer Service Manager Resume Example (Text Version)

James Windsor 123 NE 31st Ave Ft. Lauderdale, FL 33333 (123) 456-7890 j.windsor@email.com

CUSTOMER SERVICE MANAGER

Creating positive experiences for customers through proper staff management

Respected Customer Service Manager with 10+ years’ experience, including five in management, accustomed to working in fast-paced environments with the ability to think and act quickly.

● Ability to Handle Difficult Clients

● Excellent Interpersonal Skills

● Experience in Supervisory Roles

● Internal & External Communications

● Able to Set Up Business Centers

BUSINESS CENTER CONCEPTS, INC., Ft. Lauderdale, FL CUSTOMER SERVICE MANAGER (February 2019 – Present) Oversaw the installation of “The Office,” a business center offered by AlphaNet Hospitality Systems, Inc. at hotels across the country. Designed and provided training to hotel staff and management on the use of Word, Excel, and PowerPoint, as well as customer service protocol. Notable accomplishments:

● Managed dozens of staff at these business centers across the United States.

● Helped double the client base for AlphaNet Hospitality over the course of five years.

ADVANCED TECHNOLOGY COMPONENTS, Rye, New York CUSTOMER SERVICE SPECIALIST (November 2014 – February 2019) Managed dozens of public- and private-sector clients, supplying them with electronic components. Notable Accomplishments:

● Developed relationships with established accounts while acquiring dozens of new accounts.

● Coordinated the administration of product orders, serving customer needs, and ensuring delivery.

UNIVERSITY OF NEW MEXICO , Albuquerque, NM Bachelor of Science in Business (3.90 GPA; Emphasis: Customer Service Management), 2014

Certifications

Certified Electronic Technician (CET) • Customer Service Certificate (CSC), Cornell University

Information Technology Skills

Proficient in Word, Excel, and PowerPoint • Able to Operate and Repair Credit Card Readers

Emphasize Your Experience: If you don’t have related customer service experience, think of ways that your past jobs have prepared you for this one.

Use Keywords: Highlight soft skills, customer service skills , and any qualifications listed in the job description.

Customize Your Resume for Every Job: Your resume should emphasize the skills that make you an excellent candidate for this specific job.

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• Retail and Customer Service Resume Samples
• Resume Example for Childcare / Social Services Worker

How to Write a Customer Service Resume Objective with Examples

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Why is a strong customer service resume objective important?

How to write a customer service resume objective, examples of well-written resume objectives for customer service, examples of customer service resume objectives that are not well-written.

Customer service jobs can be competitive, and dozens of people may send in applications for the same position. A strong resume objective that shows an employer how useful you can be to the company can help you distinguish yourself from applicants who are responding to the same customer service position.

Generally, you should include your relevant qualifications, skills, experience and most notable past successes in your resume objective. Be sure to condense all the relevant information into an attention-grabbing statement. A good customer service objective should be no more than two or three sentences. This way, the employer can quickly and easily see how you’re qualified for the job.

You can create your resume objective for a customer service position by following these steps:

1. First, consider your qualifications 

Take inventory of your prior experience, skills, qualifications and expertise, and include the most impressive accomplishments in your objective.

2. Second, use numbers to showcase your past achievements  

Include quantifiable data and metrics that demonstrate the impact you had in past positions, such as the number of new accounts you opened, the volume of business you generated or the customer retention rate you helped your previous company achieve.

3. Next, highlight relevant skills 

Indicate desirable skills or qualifications that show your usefulness to the company. Choose relevant skills such as communication, teamwork and time management.

4. Lastly, explain your experience  

It can help to state how many years of work experience you have in customer service, especially if you’re looking for a leadership position.

Here are some examples of effective resume summaries that you can use as a guideline when writing your own:

‘Secure a job as a customer service representative with Seven Seas Company, which will enable me to use my communication skills and interpersonal skills to serve customers. Good problem solver, able to multitask and consistently finishes projects before their deadlines.’

‘Obtain a job as a customer representative where I can use my exceptional interpersonal and communication skills to resolve customer issues and foster a positive relationship between the customers and the company.’

‘Diligent and personable customer service representative seeking a position in which my communication skills combined with my problem-solving skills can be useful in serving customers. Capable of handling multiple tasks in a fast-paced environment. Able to keep customers happy and smiling while resolving their issues in the shortest time possible.’

‘Experienced customer care professional with three years of experience in the telecommunications industry. Now seeking a challenging but rewarding role in a position where I can use my interpersonal skills to provide the highest level of support to customers of DataSecure, LLC.’

‘Seeking a customer service position with NextGen Corporation to use my excellent customer service experience and people-oriented skills to enhance customer loyalty and deepen client relationships.’

Example 6 

‘Customer service representative with five years’ experience providing excellent services to customers in a dynamic work environment. Solid communication skills, good interpersonal skills and fast in resolving customer complaints with excellent problem-solving skills.’

‘Confident and energetic customer service representative passionate about serving customers. Thrives in a challenging and fast-paced environment. Able to interact freely with customers and resolve issues quickly. Now looking for a rewarding position where I can serve customers and increase customer retention.’

‘Self-driven customer service professional with over 10 years of experience working in a dynamic call center. Strong verbal and written communication skills. Passionate about building lasting relationships with customers.’

‘Experienced customer service coordinator with strong leadership skills. Able to design, implement and maintain cost-effective shift schedules for Telkom’s call center of more than 200 customer representatives. Efficient in managing and tracking client’s attendance records. Results-oriented professional who’s able to ensure customer representatives deliver an outstanding experience.’

‘Detail-oriented professional with over four years of experience in a busy customer-service environment. Proven ability to handle customer issues quickly and discreetly while nurturing positive relationships and increasing customer retention rates by 54%. Seeking to leverage these skills as a reliable customer service representative.’

Example 11 

‘Customer service representative with three years of experience in a busy IT help desk. Holds a bachelor’s degree in IT. Seeking to use my diagnostic skills and troubleshooting skills to help customers resolve a range of computer and networking problems.’

‘Seeking a customer service representative position where I can use my experience and communication skills to handle customer complaints and queries and deepen the relationship with customers.’

Example 13 

‘Qualified customer service professional with over 14 years of experience in customer care roles, including sales, tech support and customer care. Good listener, astute problem solver and confident on the phone. Proficient with various CRM tools. Seeking to use my customer service skills to provide a positive experience to the customers in your firm.’

‘Personable and articulate customer care professional with a history of providing outstanding support to customers. Able to maintain a positive attitude when serving customers in the banking hall. Possesses good judgment and the ability to handle confidential information discreetly. Seeking a customer service role within a financial institution that offers rewarding opportunities for dedicated people.’

‘Customer-centric professional with three years of experience serving customers in different roles. Proven ability in engaging customers, resolving complaints and strengthening customer-client relationships. Seeking a rewarding position with a company that values its customers.’

 Here are some examples of poor resume objectives:

‘Seeking a position as a customer service representative in a fast-growing company.’

The above resume objective doesn’t indicate the applicant’s qualifications or skills, which gives the employer no way to know what value they would bring to the company.

‘To obtain a customer service position with a company, which will require me to use my skills for the company’s success.’

Not only is this objective vague and generic, but it also doesn’t highlight the applicant’s experience and skills. It also doesn’t state what value they bring to the company.

‘Secure any position that requires me to use my interpersonal skills and analytical mind to resolve customer issues and complaints.’

While this objective states how the applicant’s skills are of value, it doesn’t clearly state the position they’re applying for.

In general, a poorly-written resume objective leaves out relevant details, doesn’t state the position being applied for, or otherwise fails to show how the applicant’s skills will benefit the employer.

Resume Help

To get a job in a foreign company, or in a company with foreign management, each applicant is simply obliged to write a resume that meets international standards. Resume writing today has become as time-consuming a process as writing a report. Trying to write a resume on their own, many job seekers make a lot of mistakes, and only a site with resume help can help write a CV correctly.

Resume writing is not as difficult as it is said on the Internet

Many applicants are accustomed to the fact that the resume should contain only the previous job and position. In the modern world to CV put forward absolutely other requirements. Website resumehelpservice.com will help in customized resume writing for each client. After all, the summary of the new sample already contains as many as 7 points.

It is mandatory to specify personal data at the beginning of the resume, and then there is a goal, Job Objective. Customer service resume takes into account all your needs: who you see yourself in the company in the future, and even plans for personal growth. Resume help is not just a set of standard phrases about your prospects, it really is also an aid in realizing the benefits of a career in a large company.

Writing a resume using resumehelpservice.com -the first step to success

After the mandatory first points in the CV, you still need to specify education and work experience. The name of some educational institutions is difficult to translate into English without errors, and writing a resume using resumehelpservice.com will help you avoid absurdities during translation.

Using resume help you will avoid all the mistakes that make novice job seekers. For example, in the enumeration of professional skills when compiling customer service resume, it is necessary to mention those that do not directly relate to the position. When writing a resume, you can specify and possession of multimedia programs, even if now this skill is not relevant.

Customized resume writing for everyone individually and with a creative approach

Customer service resume will allow each potential employee to create a resume that will emphasize the strengths. Getting quality resume help, you can be sure that the employer will be fully satisfied with the information received. After all, during resume writing, such items as Hobbies and recommendations will be indicated.

With customer service resume, your CV will display information from previous employers with the most flattering reviews. And the opinion of other people when resume writing is very important even for ordinary HR, not to mention more senior management. Working on customized resume writing, it is also worth mentioning Hobbies. Sports will tell you that you are persistent and purposeful, and collecting will emphasize your perseverance. Just use resume help – and your dream job will become even closer.

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Customer Success Manager Resume Examples: Proven To Get You Hired In 2024

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• Customer Success Manager
• Client Services Manager
• Customer Experience Manager
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• Customer Success Manager Resume Tips

Customer Success Manager Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., customer success manager resume sample.

Since CS is still an emerging specialty, little distinguishes a Customer Success Manager (CSM) from a Customer Success Operations Manager (CS Ops) Manager. Nonetheless, a CSM's primary role is to guide customers through the sales process focusing on value proposition. Customers contact the CSM when they have issues with a product. Consequently, the CSM must have a thorough understanding of the consumer's needs and share this with the product, sales, and marketing teams. This is generally a senior role, so hiring managers focus on experience and achievements. Demonstrate your expertise in working with customers and any notable achievements.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your customer success manager resume in 2024,    show you are a strategic planner.

Top CSMs teach customers how to use a company's products to achieve both short- and long-term goals. Not all products are used similarly, and customer usage depends on their unique needs. Identify your customers’ bigger goals and share with them ideas on how your products can help them achieve those goals.

   Project Management skills

CSMs work with many clients simultaneously. Knowing how to handle several projects at once is a desired qualification. Customers don't know each other, so missing a deadline because you were on another project won't really hold with them. Staying on top of your deadlines is non-negotiable.

Client Services Manager Resume Sample

Customer experience manager resume sample, client relationship manager resume sample, customer support manager resume sample.

We spoke with hiring managers at leading companies like HubSpot, Salesforce, and Zendesk to understand what they look for in Customer Success Manager resumes. Based on their insights and our analysis of successful resumes, we've compiled the following tips to help you create a strong resume that will capture the attention of employers and land you an interview.

   Highlight your experience building relationships with customers

Hiring managers want to see that you have a track record of successfully managing customer relationships and driving customer success. Use specific examples to showcase your ability to build strong relationships with customers:

• Built and maintained relationships with 50+ enterprise customers, resulting in a 95% retention rate and $2M in upsell revenue
• Developed a customer onboarding program that increased product adoption by 30% and reduced churn by 15%

Avoid using vague statements that don't provide any context or results:

• Managed customer relationships
• Responsible for customer success

   Showcase your problem-solving skills

Customer Success Managers are often the first point of contact for customers when they encounter issues or challenges. Employers want to see that you have strong problem-solving skills and can effectively resolve customer issues.

Provide specific examples of how you've helped customers overcome challenges:

• Resolved 200+ customer issues per month, achieving a 98% customer satisfaction rating
• Collaborated with product team to implement feature requests based on customer feedback, resulting in a 20% increase in product usage

   Demonstrate your ability to drive customer success metrics

Ultimately, the success of a Customer Success Manager is measured by their ability to drive key customer success metrics like retention, upsell, and product adoption. Use data and metrics to showcase your impact in these areas.

Grew customer base from 100 to 500+ accounts, increasing ARR by 150% and achieving a net retention rate of 120%

Don't just list your responsibilities without any context or results:

• Responsible for customer retention and upsell
• Managed customer success metrics

   Tailor your resume to the specific role and company

Every company has different needs and priorities when it comes to customer success. Research the company and the specific role you're applying for, and tailor your resume accordingly.

For example, if the company emphasizes a particular customer success methodology or framework, highlight your experience with that approach:

• Implemented a customer success playbook based on the TSIA LAER model, resulting in a 25% increase in product adoption and a 10% reduction in churn

   Include relevant certifications and training

While not always required, certifications and training in customer success can help you stand out from other candidates and demonstrate your commitment to the field. Consider including relevant certifications like:

• Certified Customer Success Manager (CCSM)
• Gainsight Certified Administrator
• HubSpot Inbound Certification

You can also highlight any relevant training or professional development you've completed, such as attending industry conferences or workshops.

   Emphasize your communication and collaboration skills

Customer Success Managers need to be excellent communicators and collaborators, both with customers and internal teams. Use your resume to showcase your skills in these areas.

For example, you might highlight your experience collaborating with cross-functional teams:

• Partnered with sales, product, and marketing teams to develop and execute customer success strategies, resulting in a 20% increase in upsell revenue and a 15% improvement in customer satisfaction scores

Avoid using generic statements that don't provide any context or results:

• Strong communication skills
• Team player

Writing Your Customer Success Manager Resume: Section By Section

  summary.

A resume summary for a Customer Success Manager position is an optional section that sits at the top of your resume. It provides a brief overview of your professional background, key skills, and career goals relevant to the role you're applying for. While a summary isn't strictly necessary, it can be a useful way to provide additional context about your experience and highlight your most relevant qualifications.

However, it's important to note that you should never use an objective statement in place of a summary. Objective statements are outdated and focus on what you want from the employer, rather than what value you can bring to the role. Instead, use your summary to showcase your strengths and explain why you're a great fit for the Customer Success Manager position.

To learn how to write an effective resume summary for your Customer Success Manager resume, or figure out if you need one, please read Customer Success Manager Resume Summary Examples , or Customer Success Manager Resume Objective Examples .

1. Tailor your summary to the customer success manager role

When writing your summary, it's crucial to tailor it specifically to the Customer Success Manager position you're targeting. Review the job description carefully and identify the key skills, experience, and qualities the employer is looking for. Then, incorporate those elements into your summary to demonstrate that you're a strong match for the role.

For example, if the job description emphasizes customer relationship management, you might include a line like:

• Experienced in building and maintaining strong customer relationships through proactive communication and problem-solving.

On the other hand, avoid using generic or irrelevant statements that could apply to any job, such as:

• Hardworking professional seeking a challenging position in a dynamic company.

2. Highlight your customer success achievements and impact

Your summary is an excellent opportunity to showcase your most impressive achievements and the impact you've made in your previous customer success roles. Focus on quantifiable accomplishments that demonstrate your ability to drive customer satisfaction, retention, and growth.

For instance, you might include a statement like:

Proven track record of increasing customer retention rates by 20% and expanding account revenue by 15% through the development and implementation of personalized success strategies.

Avoid making vague or unsubstantiated claims, such as:

Skilled in customer success with a passion for helping clients achieve their goals.

By highlighting specific, measurable achievements, you'll give employers a clear understanding of the value you can bring to their organization.

  Experience

The work experience section is the heart of your resume as a customer success manager. It's where you show the impact you've had in previous roles, and demonstrate your ability to drive customer satisfaction, retention, and growth. Use this section to highlight your most relevant and impressive achievements, and to show how you've progressed in your career.

1. Showcase your impact with metrics

Whenever possible, quantify your achievements with hard numbers. This helps hiring managers understand the scale and impact of your work. For example:

• Increased customer retention rate by 15% through implementing a new onboarding program and regular check-ins with at-risk accounts
• Achieved a Net Promoter Score of 85, surpassing the company target by 10 points
• Managed a portfolio of 50+ enterprise accounts, with an average contract value of $100,000

If you don't have access to specific metrics, you can still provide context for your achievements:

• Responsible for customer retention
• Helped improve NPS score

2. Highlight your progression and leadership

Show how you've grown in your career by highlighting promotions, increased responsibilities, and leadership roles. This demonstrates your ability to succeed and take on more complex challenges.

For example:

• Promoted to Senior Customer Success Manager after 18 months, managing a team of 5 CSMs and overseeing our largest enterprise accounts
• Selected to lead a cross-functional project to develop a new customer health scoring system, resulting in a 20% increase in at-risk account identification

Avoid simply listing your responsibilities without showing growth:

Customer Success Manager Acme Inc. | 2018-2022 - Managed a portfolio of 50 accounts - Conducted quarterly business reviews - Collaborated with sales and product teams

3. Use strong, customer-centric action verbs

Start each bullet point with a strong action verb that demonstrates your customer success skills and mindset. Some examples:

• Collaborated, partnered, consulted
• Onboarded, trained, educated
• Retained, grew, expanded
• Analyzed, identified, solved
• Communicated, presented, facilitated

Avoid weak or vague verbs like:

• Helped, assisted
• Worked on, participated in
• Was responsible for

4. Demonstrate your technical and industry expertise

Showcase your knowledge of relevant tools, technologies, and industry trends. This could include:

• CRM and customer success platforms (e.g. Salesforce, Gainsight, ChurnZero)
• Data analysis and visualization tools (e.g. SQL, Tableau, Looker)
• Industry-specific software or methodologies (e.g. ITIL for IT service management, HIPAA for healthcare)

Implemented Gainsight across the organization, leading to a 25% increase in CSM efficiency and a 10% improvement in customer health scores

Avoid simply listing tools without context:

• Proficient in Salesforce, Gainsight, and Tableau

  Education

Your education section is a key part of your customer success manager resume. It shows hiring managers that you have the knowledge and training to excel in the role. Here are some tips to make your education section stand out.

1. Include relevant coursework for entry-level roles

If you're a recent graduate applying for your first customer success manager job, your education is one of your biggest selling points. In addition to listing your degree, school, and graduation year, consider including relevant coursework that showcases skills applicable to the role, such as:

• Business Communication
• Marketing Analytics
• Customer Relationship Management

This helps demonstrate your readiness for the position even if you don't have direct professional experience yet.

2. Streamline your education section for senior roles

When you reach the mid to senior level as a customer success manager, your professional experience should take center stage on your resume. Streamline your education section to just the essentials:

• Bachelor of Business Administration, University of Michigan

Omitting the graduation year can help avoid potential age bias. There's no need to list coursework at this career stage.

In contrast, avoid taking up too much space with extraneous details:

Bachelor of Business Administration, Ross School of Business, University of Michigan, Ann Arbor, MI Graduated: May 2010 Relevant Coursework: Intro to Marketing, Business Statistics, Organizational Behavior, Operations Management, Financial Accounting

3. Incorporate CSM certifications

Customer success manager certifications demonstrate your expertise and commitment to the field. If you have completed any CSM certification programs, include them in your education section:

• Certified Customer Success Manager (CCSM), Customer Success Association, 2022
• Salesforce Certified Administrator, Salesforce, 2021

Listing certifications along with your degree creates a robust education section that will catch a hiring manager's eye.

  Skills

The skills section of your resume is a critical component that highlights your abilities and qualifications to potential employers. As a customer success manager, it's essential to showcase a diverse set of skills that demonstrate your ability to manage client relationships, communicate effectively, and drive business growth. In this section, we'll guide you through the process of crafting a compelling skills section that will catch the attention of hiring managers and help you land your dream job.

1. Identify relevant customer success skills

When creating your skills section, it's crucial to focus on the skills that are most relevant to the customer success manager role. Consider the key responsibilities and requirements outlined in the job description, and tailor your skills accordingly.

Some essential skills to include are:

• Customer relationship management (CRM) software
• Data analysis and reporting
• Product knowledge
• Problem-solving
• Project management

By highlighting these relevant skills, you demonstrate to hiring managers that you possess the necessary qualifications for the position.

2. Avoid generic or outdated skills

When crafting your skills section, it's essential to avoid including generic or outdated skills that may not be relevant to the customer success manager role. Hiring managers are looking for candidates with specialized skills that directly relate to the position.

Skills: - Microsoft Office - Communication - Teamwork - Multitasking

Instead, focus on skills that showcase your expertise in customer success:

Skills: - Salesforce CRM - Gainsight CS software - Churn analysis - Onboarding and training - Account management

3. Organize skills by category

To make your skills section more visually appealing and easy to read, consider organizing your skills by category. This approach helps hiring managers quickly identify your areas of expertise and ensures that your most relevant skills stand out.

• Customer Success Tools : Salesforce, Gainsight, Zendesk, Intercom
• Data Analysis : SQL, Excel, Tableau, Mixpanel
• Project Management : Agile methodology, Jira, Trello, Asana

By grouping your skills into categories, you create a more organized and effective skills section that highlights your strengths as a customer success manager.

4. Optimize for applicant tracking systems

Many companies use Applicant Tracking Systems (ATS) to filter resumes based on keywords and skills. To increase your chances of passing the ATS and landing an interview, it's crucial to include relevant keywords from the job description in your skills section.

For example, if the job description mentions 'churn analysis' or 'customer onboarding,' make sure to include these terms in your skills section:

Skills: - Churn analysis and prevention strategies - Customer onboarding and training - Salesforce CRM administration - Data-driven decision making

By optimizing your skills section for ATS, you improve your chances of being noticed by hiring managers and progressing to the next stage of the hiring process.

Skills For Customer Success Manager Resumes

Here are examples of popular skills from Customer Success Manager job descriptions that you can include on your resume.

• Salesforce.com
• Customer Relationship Management (CRM)
• Strategic Partnerships
• Customer Engagement
• Software as a Service (SaaS)
• Enterprise Software
• Customer Support

Skills Word Cloud For Customer Success Manager Resumes

This word cloud highlights the important keywords that appear on Customer Success Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Customer Success

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Resume Guide: Detailed Insights From Recruiters

• Customer Success Resume Guide & Examples for 2022

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Use our free resume checker to get expert feedback on your resume. You will:

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Customer Success Manager Resumes

• Template #1: Customer Success Manager
• Template #2: Customer Success Manager
• Template #3: Client Services Manager
• Template #4: Customer Experience Manager
• Template #5: Client Relationship Manager
• Template #6: Customer Support Manager
• Skills for Customer Success Manager Resumes
• Free Customer Success Manager Resume Review
• Other Administrative Resumes
• Customer Success Manager Interview Guide
• Customer Success Manager Sample Cover Letters
• Alternative Careers to a Manager Of Customer Success
• All Resumes
• Resume Action Verbs

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