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Customer Experience Manager Resume Samples
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0-5 years of experience
Led all aspects of the customer experience including contact center, order fulfillment and product presentation supporting catalog and internet sales of men’s apparel.
- Led transition project to move from incumbent third party call center and fulfillment provider to new provider. Transition, including system setup, training, and product movement completed in 60 days.
- Established and documented customer care policies and procedures.
- Manage day-to-day relationship with third party call center and fulfillment provider.
- Partnering with call center operations team, and through on-site visits and training, improved agent proficiency, reducing average talk time by 23% within 90 days, and 30% within 150 days.
- Reduced shipping carton cost by 37% while maintaining a branded experience.
0-5 years of experience
- Managed Customer Experience Management Team with a budget of $2 million.
- Increased average customer satisfaction of 10 million retail customers 5% by establishing 360
- Decreased the cost of complaint-handling by $3.6 million and the number of complaints 27% by redesigning the complaint-handling process.
- Improved consistency and clarity of the company communication by developing call center/
0-5 years of experience
Demonstrated a high level of energetic responsiveness to 35-40 customers per day.
- Listened closely to each customer’s needs, and determined the best possible response and solution.
- Communicated accurately with technicians to establish time commitments that exceeded customer requirements.
- Provided excellent customer service that exceeded customer expectations on a regular basis.
- Exceeded store and individual sales goals on a monthly basis. Top salesmen in total sales every month.
- Supervised up to six employees on a daily basis.
- Maintained efficient inventory levels and managed outside purchasing/returns.
0-5 years of experience
Worked cross-functionally through concept, design, development, deployment, and post launch analysis to develop project documentation (BRDs, FSDs, and TRDs) for all projects.
- Partnered with SSI to create the Automated Reporting Tool (ART) reducing manual reporting hours by 162K and saved $4M annually
- Built business case to incorporate combining Streamline pages to Advantage Add as a Percentage of Core project that saved 60 seconds CRT an annual savings of $981K
- Incorporated employee feedback to successfully launch the Employee Benefit Change and increased employees with tablets by 72% within 5 days of launch
- Provided high demand support for the SunCom project to ensure policies, processes, training, call routing, and integration of legacy SunCom procedures were in place by launch date. Worked closely with the SunCom project team to develop the Business Requirements Document and complete User Acceptance Testing prior to launch and provided support to resolve any identified issues
0-5 years of experience
- Drove results in all KPIs for a full-concept $5+ million business. Store comp +13%LY on negative traffic.
- Coached staff on delivering exemplary customer service: above 60% client satisfaction rating.
- Oversaw store operation, scheduling for 50 associates, and safety in partnership with store director.
- Convey seasonal message, and elevate shopping experience through dynamic and compelling visuals.
- Collaborated with loss prevention team and improved shrink by more than 80% over the previous year.
- Managed client list of 700 via email, and handled media outlets to promote store events.
0-5 years of experience
First Customer Experience Manager for [company name] eCommerce platform launched in June 2014. Created foundation for the Customer Service department and implemented current workflows from the ground up.
- Directly manage level one support staff, including Technical Writer
- Work alongside sales and marketing teams to create tailored customer onboarding plans to increase platform adoption and reduce churn
- Maintain above industry average customer satisfaction rates between 95% and 96% month over month
- Identify, monitor, and report on relevant KPIs at weekly product team meetings
- Spearheaded transition from Salesforce Service Cloud to Zendesk for more streamlined customer support
- Created business rules to route tickets effectively decreasing average ticket response time by 60%
- Implemented TalkDesk online call center for inbound call queue management, decreasing missed calls by 50%
0-5 years of experience
Responsible for supporting the GM in managing all aspects of the store’s business, including merchandising presentation, and loss prevention
- Executed store strategy.
- Achieved key business goals.
- Delivered an exceptional customer service experience.
- Managed payroll and forecasted business trends to ensure store exceeded sales plan.
0-5 years of experience
- Designed and implemented standards to enhance the customer experience for all on and off site customer facing departments including collections, tech services, returns and 2 customer service departments.
- Designed and implemented the sales call scoring process for 9 inside sales reps which boosted sales consistency and production.
- Reviewed live and recorded customer service and sales calls for quality assurance. Designed and implemented the customer service call scoring process to ensure exceptional customer service.
- Evaluated trends and provided recommendations to executive management regarding quality of service including speed of resolution.
- Generated and analyzed KPI reports including speed to answer and average handle time.
0-5 years of experience
- Recruited and trained top talent within the region to increase annual stores sales by over $300,000.
- Improved the quality of store customer service by analyzing and redesigning processes and implementing changes based upon monthly and quarterly reports.
- Evaluate and manage performance to maximize team sales and customer experience.
0-5 years of experience
Created and manage a Customer Experience Department staffing model and hiring protocol for the business.
- Developed and implemented an Onboarding & Training Program for new Customer Experience Partners.
- Developed and implemented error-reduction initiatives lowering Departmental errors/employee in 2014.
- Created and implemented the Customer Experience Department’s Vision to Results plan providing clarity about strategies, initiatives and tracking in alignment with Corporate Vision/Mission/Core Values.
- Collaboratively created and utilized Personal Growth & Development goals for Customer Experience Partners tied to the Departmental Vision to Results plan.
- Customer-centric Alignment strategic objective Champion
- Integrated qualitative insights into Continuous Improvement projects to align the overall improvement to customer experience and customer-centric thinking.
0-5 years of experience
Customer Experience Manager
- Implemented customer satisfaction measurement surveys, analyzed trends and company NPS rating.
- Coordinated one on one sessions with senior leadership in effort to optimize customer experience.
- Worked directly with marketing management on initiatives to enhance customer experience.
- Responsible for all customer complaints; ensured each was resolved to customer’s satisfaction; tracked and shared
- Recommended process and procedure enhancements resulting in 35% work efficiency.
- Managed all external vendor relationship; social media, and customer endorsements.
- Lead and managed a committee of 20+ employees with the focus of researching, developing and implementing
- Developed new hire training materials; created newsletter to effectively communicate all customer experience enhancements.
0-5 years of experience
- Ensured staffing needs were met by recruiting and hiring 7 associates to maintain a diverse pool of talent.
- Developed an associate to Merchandise Presentation Lead and developed the previous Lead to a Supervisor.
- Held bi-weekly one-on-one meetings to relay all company people related information to entire team.
- Prepared an effective staff schedule. Reviewed and processed payroll for 25-30 employees.
- Delivered store annual sales and managed expenses through the leadership and development of the team.
- Lead the team effectively to ensure all key sale floor zones are covered while manager and associates are engaging the customers to ensure maximum productivity.
0-5 years of experience
- Ensured the overall customer service experience quality level. Conducted training and coaching of associate employees.
- Worked directly with customers by educating them about products and providing them with novel solutions for completing their current project.
- Assigned necessary duties to associate employees. Resolved escalated transaction issues and customer complaints. Handled of register close-outs and secured the store at day’s end.
- Coordinated monthly schedule for upcoming events. Collaborated with instructors to offer a wide variety of classes.
0-5 years of experience
- Managed a team of 5 to 7 associates daily.
- Resolved customer complaints and concerns with strong interpersonal and negotiation skills.
- Improved service quality and increased sales by developing a strong knowledge of company’s products and services.
0-5 years of experience
An e-commerce start-up with a network of West End ticketing websites
- Oversaw the customer experience: from initial brand awareness to a fluid purchase path to customer retention
- Managed the relationship with our outsourced customer service team, ensuring we provided a consistent and superb service
- Looked for and secured opportunities for partnerships with the online community as well as with relevant bricks-and-mortar businesses
- Trialled and implemented a new contact management system to ensure clear communication flow with prospective partners
- Led press and marketing outreach for launch, securing coverage in major national publications
- Created accounts across multiple social media channels, including Facebook, Twitter, and Google + and implemented campaigns and competitions
6-10 years of experience
Supervised daily routine operations to maintain profitability of the business.
- Coordinated demonstrations (Demo) booths to expose products to potential customers and educate them in their application.
- Trained new sales associates on daily routines to sustain business productivity.
- Coached and motivated veteran employees to remain goal orientated and empowered to represent the company in a positive manner.
- Monitored return on investment (ROI) of sponsored events conducted by subordinates and me.
- Utilized passionate verbal communication amongst customers and co-workers to establish healthy atmosphere.
0-5 years of experience
- Established a large client list and maintained loyalty through focusing on service and selling.
- Developed a performing sales team that operated efficiently and effectively.
- Evaluated business reports to build action plans to offset negative trends.
- Faciliated New Employee Orientation.
- Provided training through store presentation.
0-5 years of experience
- Delivered excellent customer service by greeting and assisting each customer.
- Addressed customer inquiries and resolved complaints.
- Opened a new store location and assisted in recruiting and training new staff.
- Stocked and restocked inventory when shipments were received.
- Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
- Opened and closed the store, which included counting cash drawers and making bank deposits.
- Educated customers on product and service offerings.
6-10 years of experience
- Supervised store operations including opening and closing activities
- Managed sales floor and supervised crew in assigned roles
- Provided front-end customer service and cash register support
- Trained sales associates in proper customer relations and product knowledge
- Maintained consistent inventory levels and efficient product merchandising
- Managed warehouse space and oversaw product flow
- Retail business inventory, logistics and operations
0-5 years of experience
- Helped to increase Customer Satisfaction Index from 47% to 91%
- Made follow up calls on all online surveys not a 5 and used that information to increase our store customer experience
- Trained all new employees on company policy and standards.
- Ordered all Copy and Print Supplies
- Quality checked production project
- Shipped via FedEx, UPS, and USPS
- Produced project that required printing and finishing equiptment
0-5 years of experience
Member of a 4 person global management team responsible for supporting our customers
- Managed NA team
- Led the integration of NA customer experience teams, including, but not limited to: cross training, systems integration and change management
- LMS rollout, personally responsible for product evaluation and setup, internal and external training and communication
- Owns instructor led training program
- Serves as escalation point for customer issues
- Internal and external consultant for advanced reporting techniques, including MDX, Excel
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
