Customer Advocacy Resume Sample
Joseph Weissnat
8398 Kuhlman Freeway,
Phoenix,
AZ
+1 (555) 764 4051
Work Experience
Customer Advocacy Manager
03/2018
-
PRESENT
Dallas, TX
- Design quantitative market research surveys including writing questionnaires and determining appropriate sample plans
- Contribute to the development of senior management storylines and to organizing content for executive presentations
- Conduct ad-hoc analyses to dive deep into specific customer experience topics of importance
- Responsible for quality and customer satisfaction leadership in the Region
- Drives improved customer experience through the identification and resolution of high impact/overdue cases arcoss the service desk, product management, PDO, and GRD
- Drives customer communication planning and execution around key product or quality issues
- Establish correct expectations, enforces relief and resolve through effective communication
- Case management monitoring, escalation and communication on high profile cases
Customer Advocacy Analyst
12/2013
-
09/2017
Phoenix, AZ
- Assist with high priority customer escalations and restore trust in the Support team’s ability to deliver resolution
- Clearly communicates customer issues and objectives to support team to help ensure timely and successful resolutions
- Review and identify root cause for all escalations and use this information to improve continuously across the organization
- Supports and adheres to Company’s core values
- Supports and adheres to Company’s Code of Conduct and Ethics Policy
- Excellent communication and problem solving skills. Comfortable collaborating with peers and
- Communicate and cascade regional customer and partner results utilizing influential comms vehicles
Customer Advocacy
07/2011
-
10/2013
Dallas, TX
- Learn about and communicate Global and APJ programs that align to regional key customer and partner drivers
- Work with leadership across the region to influence and drive changes based on customer and partner feedback
- Ensure measures are put in place to measure the impacts of change where applicable
- Share programs and change activity with APJ RCAM team and wider Customer Advocacy team
- Experienced CX leader with at least 10 years experience, preferably in fast-paced, hyper-growth organizations combined with team growth and development
- Deep business operations expertise with demonstrated experience of operational skills translated into strategic business impact
- Strong stakeholder management skills with proven ability to influence acrossfunctional and global organizations
- Proven ability to work autonomously, successfully managing remote stakeholder relationships
- Skill at prioritizing and balancing multiple strategic projects
Education
California State University, Los Angeles
2007 - 2011
Bachelor's Degree
Professional Skills
- Proven experience in customer service normally including at least 4 years of prior experience in customer service
- Proven excellent communications skills
- Strong project management skills; able to manage multiple priorities in fast-paced environment
- Strong sales skills to effectively sell solutions to customers
- Effectively utilize time management skills to coordinate multiple timelines/priorities to ensure timely completion of projects/assignments
- Strong understanding and proven experience using multiple marketing efficiency tools such as Salesforce, Engage, Influitive and Maritz
- Excellent analytical troubleshooting skills and ability to own problems through to resolution as well as being able to analyse statistical data
How to write Customer Advocacy Resume
Customer Advocacy role is responsible for customer, analytical, microsoft, travel, advanced, listening, presentation, communications, leadership, architecture.
To write great resume for customer advocacy job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Advocacy Resume
The section contact information is important in your customer advocacy resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Advocacy Resume
The section work experience is an essential part of your customer advocacy resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer advocacy responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer advocacy position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Advocacy resume experience can include:
- Demonstrated leadership, problem solving, negotiation, interpersonal communication and active listening skills
- Good project and time management skills - Ability to work independently and manage one’s time
- Good project and time management skills – ability to work independently and manage one’s time
- Strong execution skills - not afraid to roll up sleeves
- Apply strong critical thinking and negotiation skills to all customer and internal partner conversations
- Strong analytical skills to measure and optimize the programs
Education on a Customer Advocacy Resume
Make sure to make education a priority on your customer advocacy resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer advocacy experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Advocacy Resume
When listing skills on your customer advocacy resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer advocacy skills:
- Strong leadership skills with ability to inspire, coach, mentor and develop associates into an effective, highly motivated, results-oriented team
- Good interpersonal, influencing, and team building skills
- High level of attention to detail with strong written/letter writing skills
- Solid leadership skills and ability to direct and motivate staff with integrity and ethics; while leading by example
- Solid PC skills (Microsoft Office Suite including Word, Excel, PowerPoint, Outlook)
- Experience working effectively within a matrix, mission oriented and diverse business environment
List of Typical Experience For a Customer Advocacy Resume
1
Experience For Customer Advocacy Manager Resume
- Knowledge and ability to effectively learn and perform all Sleep Specialist responsibilities
- Build effective business relationships to attain accurate knowledge and ensure a timely response to the customer’s concern
- Implement and manage all parts of the client experience within support
- Serve as an on-the-floor resource for escalated calls, experience elevation opportunities, and/or product or procedural questions from brand ambassadors
- Manage a surveys team and ensure appropriate goals, surveys and reporting are completed on a monthly basis, providing insight to the account management teams
- Oversee development and implementation of training plans to ensure subordinates have appropriate training and resources to perform their jobs
- Ensure that complaints handling staff provide adequate support to all Divisions
- This role is based in San Francisco with some travel (10–20%) required
2
Experience For Customer Advocacy Specialist Resume
- Ensure quality of practice meets contractual requirements, legal obligations and organisational policy and procedures
- Review SLA's, follow up on issues and trends and propose action plans for process improvements
- Devise and implement relevant and meaningful processes to meet client expectations
- Excels individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team
- Acts as company’s primary liaison with the Aviation Consumer Protection Division of the US Department of Transportation, for routine monthly complaint reporting and audits
- Manage relevant customer and channel-partner community forums and events, with emphasis on Services experience
3
Experience For Customer Advocacy Response Specialist Resume
- Program and project management experience, preferably in dynamic, hyper-growth organizations
- Prioritize and balance multiple strategic projects with business expertise
- Ensure all external communications adhere to brand standards and are aligned with kCura’s strategic objectives
- Customer-centric culture (e.g. awareness, communications, events)
- Main points of entry for actionable intelligence within and outside Services Organization (Product Life Cycle mgmt., Customer Escalations, Advisory Boards, Surveys, etc.)
4
Experience For Manager, Customer Advocacy Resume
- Process Engineering and Quality methods competency (focus on Services)
- A deep sense of curiosity - always looking to understand the big picture and understand the ‘why’
- As a member of Business Management Team (BMT), communicate the CX message and provide holistic view of product’s performance as well as the total customer experience
- Collaborates with internal business partners to ensure the team’s success by conceptualizing and developing new programs to deepen client relationships
- Create an inclusive environment which embraces and derives value from diversity and engagement
- Role model and enable development of core client first competencies
- Customer service experience with 1+ years' experience providing oral and written responses to customer complaints or 1years' experience with customer service that includes problem resolution training
5
Experience For Customer Advocacy Analyst Resume
- Manage and own the customer reference program including day-to-day fulfillment requests while ensuring our customers’ needs are managed and met during the reference process. Track reference activity and visibility
- Work with Sales, Marketing, Customer Success and other colleagues to identify and build relationships with customers who want to share their experiences with prospects, press, analysts, and at customer events
- Identify and recruit customers for success stories, collateral, presentations and video testimonials. Manage the customer success story program including development of success stories, building the pipeline for new stories, and facilitating the customer approval process
- Responsible for responding to all escalated emails to ensure problem resolution and customer satisfaction
- Accurately answer brand ambassadors questions and incoming calls from owners, retail, wholesale and hospitality in a prompt fashion
- Manage and maintain all functions of Ellucian’s customer advocacy program, EllumiNation
6
Experience For Senior Specialist, Customer Advocacy Resume
- Understand and articulate the value of the EllumiNation and Reference programs to a variety of internal and external stakeholder audiences
- Provide quarterly reports on reference and advocate program metrics and objectives
- Create repeatable, streamlined processes to work with the marketing, sales and customer success teams to find new ways to recognize and cultivate more customer evangelists
- Collaborate with internal stakeholders and their teams to maintain a record of reference and customer advocacy needs
- Answer product related questions and work to diagnose and resolve specific product concerns; serve as an expert for brand ambassadors and Sleep Number owners
7
Experience For Hospitality Customer Advocacy Manager Resume
- Own and research solutions to place prompt follow up calls to owners to ensure that customer issue is being addressed in a timely manner and resolved to the customer's satisfaction
- Serve as a customer advocate to owners with repeated or complex needs, providing proactive follow up to ensure set expectations have been met or to reset expectations as needed
- Multitask by conversing with our customer while utilizing company resources and recording specific and accurate owner information, product codes and resolution notes
- Responsible for recording customer product and procedure escalations in Select Comfort Elementool issue tracking system, so that all aspects of problem resolution are documented and available for reporting
- Communicate relevant feedback and/or possible trends from the floor (productivity or owner related) to supervisor along with feedback to brand ambassadors to improve WOW experiences
8
Experience For Master Black Belt-customer Advocacy Resume
- Recommend and/or implement process improvements
- 6 months experience in Sleep Number Customer Service call center required. ONLY exception is if past employment dealt with escalations face to face or over the phone
- Handle customer calls with the key objective of providing end to end solution resolutions for the customer. Effectively identify the issues, de-escalate, and resolve with empowerment to re-engage the customer with the brand
- Coordinate, as needed, with other personnel and cross-functional resources to ensure the most expeditious and satisfactory completion of the customer experience
- Work with the CAM team to research solutions and place timely follow-up calls to customers if first interaction resolution was not possible. Provide proactive follow-up to ensure expectations have been met or to reset expectations as needed
- Provide leadership and guidance to the Relationship Center team members including answering process, policy, and product questions, providing approvals/appeasements for discount and warranty exceptions, and ensuring harmony and efficiency across the team
9
Experience For VP Customer Advocacy Resume
- Service experience, preferably in a call center environment
- Experience with formal written communication recommended
- Strong sense of urgency, follow-through, and attention to detail
- Works closely with Customer Service Supervisors to provide coaching for representatives as needed
- Document specific and accurate customer information, product codes and resolutions notes into Siebel. Consistently keep accurate records of all completed service activity
- Provide support to Director of Customer and Merchant Support with administration of Business Process Outsourcing (BPO) partner
10
Experience For Customer Advocacy Leader Resume
- Facilitate departmental productivity and contact volume reporting
- Improve and/or develop new processes and procedures. Including implementation
- Proactively document procedures for training and uniformity among the team
- Audit KPI reporting, sets future goals and enforces service levels
- Meet investor and regulatory deadlines for complaint request processing
- Work in the servicing system software to research loan information for all responses
- Proficiency with Customer Advocacy recommended
List of Typical Skills For a Customer Advocacy Resume
1
Skills For Customer Advocacy Manager Resume
- Analytical skills to determine effectiveness of challenges & ROI
- Strong social media skills & Internet know-how
- Excellent documentation and PowerPoint presentation skills (i.e. able to efficiently create a multi-page deck to deliver a key message
- Demonstrated management, customer complaint handling and audit experience
- Creative marketing & communication skills
- Advanced customer service skills, including communication, de-escalation, and negotiation
- Excellent written and verbal communications, team building and collaboration skill
- Demonstrated experience with escalation management, customer facing support activities
2
Skills For Customer Advocacy Specialist Resume
- Work effectively in a team environment including Aruba and Customer colleagues; QA, engineers, and field organizations
- Project management or process improvement skills desired
- Great communication skills, able to provide clear & concise guidance through emails, over the phone, or in person, with a casual and confident tone
- Prior compliance, legal, or risk management experience
- Produce accurate and timely reports to demonstrate delivery performance to nominated customers and to ensure effective management of performance levels
- Experience with support operations, with a proven record of driving process improvement and increasing customer satisfaction
- Working experience with engineering teams and familiarity with Agile product development cycle
- Looking for 6 + years of experience in supporting Aruba Products and Customers
- Multitasking abilities to prioritize and handle critical issues simultaneously. Time & project
3
Skills For Customer Advocacy Response Specialist Resume
- Experience in creating and implementing processes that result in improved team performance
- Several years of relevant experience managing and leading customer advocacy teams
- Experience in diffusing and handling difficult situations
- Experience with using problem solving methodologies (Six Sigma, Kaizen, 8D, etc.)
- Migration: Preparing migration including Method of Procedure and migration validation checks
- Experience using applications such as Salesforce, Boulder Logic or Reference View (RV)
- Experience of working complaint resolution within Legal environments and ability to draft attorney and regulator responses desirable
- A proven track record of meeting objectives is required
- Six to seven years of experience in mortgage servicing or operations activities
4
Skills For Manager, Customer Advocacy Resume
- Demonstrable experience identifying areas-of-opportunity for process improvement
- Experience leading enterprise software customer support teams and operations (50 - 100 shift based resources)
- Proven track record of successfully managing customer relationships and technical projects
- Drives and/or participates in relevant Customer Experience design, for new or existing offerings, market segments, customer applications, etc
- Build strong and lasting relationships with Micro Focus customers
- Knowledge of and experience with Ellucian business and solutions
- Strong performance management abilities and awareness of HR processes and procedures
- Excellent command of MS Office (Outlook, Excel and Power Point)
- Demonstrable experience in customer network design and implementation
5
Skills For Customer Advocacy Analyst Resume
- Global experience and scale
- Manage the priority response process for all MVW service recovery issues
- Relevant experience in utility or software industry
- Training: Telecommunications seminars, Ad-hoc virtual training, managing DISA CONUS training website
- Utilising customer insights to break through and influencing decision making that has a customer focus
6
Skills For Senior Specialist, Customer Advocacy Resume
- Championing the voice of the customer within QBE, supporting a cultural shift to a customer focus
- Managing and monitoring of service levels with internal customers and vendors
- Preparing and delivering presentations for internal and external parties to further the award and customer success programs
- Providing insights to enable QBE to better understand the customer’s and partner needs and perspectives
- Influencing – the ability to influence technology decisions and represent accordingly
- Managing performance of a group
7
Skills For Hospitality Customer Advocacy Manager Resume
- Collaborating with managerial counterparts in sales and service
- Pricing Discrepancies / Consignment Issues
- Partnering with other departments to make it easier for our customers to do business with us
- Developing global employee and customer communications, and write and proofread award submissions
- Creating programs that can be integrated to enhance customer success and engagement
- Setting performance standards
- Gathering information from customers
- Completing necessary follow-ups
8
Skills For Master Black Belt-customer Advocacy Resume
- Helping build and evolve the Teradata brand with the customer advocacy program team
- Basic knowledge of implementing, administering, performing testing, and analyzing network systems
- Take a leading role in the creation and continuing maintenance of complaints reporting and tracking systems for the purpose of
- Includes assisting Public site team in launching and running a Public site survey program
- Contributes to the on-boarding, training and mentoring of new team members
- Issue or approve continuing guarantees, quality agreements, special customer quality or shipping requirements
9
Skills For VP Customer Advocacy Resume
- Initiatives to optimize data capturing and mining tools (e.g. Services Platform)
- Research and draft customer complaint responses in a fast-paced environment where multi-tasking is essential to successfully executing the role
- Maintain a focus on customer advocacy while researching and writing complaint responses
- Current working knowledge of the Microsoft Office suite including: Word, Excel, Access and PowerPoint
- Formulate action plans (technical and operational) for analysing and resolving reported issues
- Provide and ensure mission partner training on all phases of Request fulfillment, to include service ordering
10
Skills For Customer Advocacy Leader Resume
- Work well in a team environment, collaborating across diverse groups with other business units
- Work within multiple software programs in a Windows based operating system
- Assist on the trouble shooting of test methods with Corporate Quality- Analytic Group
- Analyse key conduct data and trends, preparing succinct senior management reports and briefings that highlight key areas of interest or concern
- A collaborative spirit and a propensity for delighting customers is required
- Familiarity in network engineering, problem management, and performance management
- Under/Post Graduate in any Engineering/Science/Maths/Business Stream
- Knowledge on NexGen Scripting Language – Eg. Python, Yaml, Jason
- Definition and implementation of VOC “listening posts”
List of Typical Responsibilities For a Customer Advocacy Resume
1
Responsibilities For Customer Advocacy Manager Resume
- Experience working in a customer service oriented environment with 2+ years' experience providing oral and written responses to customer complaints or 2 years' experience with customer service that includes problem resolution training
- Exceptional soft skills to handle the most challenging customer interactions
- Intermediate computer skills required (data entry, email, customer and order management software)
- Relevant experience and a proven track record in customer reference programs, sales enablement, customer engagement or related field
- Experience with Regulatory Guidelines, and / or corresponding and/or reviewing responses to Regulatory Agencies
- Provide a WOW experience to our owners by making them feel understood and valued
- Experience drafting written responses to complaints
2
Responsibilities For Customer Advocacy Specialist Resume
- Experience perform trending and analysis (problem management) to ensure quality delivery of services to our customers
- Proven tack record of successfully managing customer relationships and technical projects
- Experience in customer service
- Demonstrated ability to research and find applicable legislation for food products
- Demonstrated ability to proficiently use Microsoft Office basic tools (Word, Excel, PowerPoint) and SharePoint
3
Responsibilities For Customer Advocacy Response Specialist Resume
- Prioritize, manage multiple tasks/projects and deadlines simultaneously and meet deadlines
- Has examples of innovative tools, process and technology that have been put into practice to support a low effort customer experience
- To demonstrate systemic view,
- Determining reportability, and working with manufacturing sites on complaints
- Basic understanding of revenue recognition, knowledge of restructuring contract terms, and conditions relating to Legal, Finance and Billing
- Execute a strategy for online customer feedback tracking and response including monitoring, response, reporting, analysis and root cause elimination
4
Responsibilities For Manager, Customer Advocacy Resume
- Ensure proper training and tracking of customer contacts on MVW Issue Tracking Systems
- Support Customer Services Programs by creating and updating records in the Reference Success Center and other similar customer management applications
- Enthused about servicing Sleep Number owners and dedicated to finding individualized resolutions
- Basic understanding of all aspects of Default Management and loan servicing support functions along with the associated operational policies and practices
- Provide ongoing training and development of Customer Care Managers
- Identify department training needs and implement training solutions
- Maintain consistent reporting metrics for the division containing customer feedback, analysis of root cause and recommendations for problem elimination
- Ensure proper monitoring of circuit operational integrity, works to resolve issues related to customer satisfaction
- Remotely support customer engagement activities, such as in-person/virtual events, workshops, award programs, onboarding and nuture campaigns
5
Responsibilities For Customer Advocacy Analyst Resume
- Represent the interests of our customers by providing support and appropriate escalation to Desktop Support L2 Technician
- Provide pre and post sales Design and consulting services to Aruba-HPE teams, customers and partners for various technologies and solutions
- Provide Complete services lifecycle for the customers including Plan, Design, Implementation, Migration and Optimization
- Plan: Creating customer requirement document and business outcome plan
- Design: Creating high level and low-level design documents based on customer requirements
6
Responsibilities For Senior Specialist, Customer Advocacy Resume
- Implementation: Preparing the installation plan includes Network implementation plan and Network ready for use plan
- Optimization: Working on continuous improvement of network operations, uptime and security conformance
- Provide Quarterly Customer Review meetings, providing technical status and recommendations
- Communicate customer success in support of Micro Focus messaging and market promises
- Direct/supervise the development/deployment of appropriate marketing metrics/goals/benchmarks
- Manage mission partners with billing issues
- Understand DISA organizational structure and how different elements (DITCO, etc.) contribute to fulfilling mission partner TSR requirements
- Connect with and de-escalate customers while upholding company policy
7
Responsibilities For Hospitality Customer Advocacy Manager Resume
- Background in and understanding of technology sector
- Genuine passion for helping clients succeed, and a deep sense of empathy for busy technology users
- Maintain up-to-date knowledge and understanding of products, services, processes and relevant legal, regulatory and technology requirements
- Switch seamlessly between ‘big thinking’ and detailed execution, with focus on results
- Track record of managing a portfolio of annuity services worth approximately $5–$50 million per annum
- Experrience perform trending and analysis (problem management) to ensure quality delivery of services to our customers
- Conduct ongoing analytics for the performance of MVW customer care metrics
- Maintain reporting on service recovery performance and business metrics
8
Responsibilities For Master Black Belt-customer Advocacy Resume
- Leadership –leading the Business through change and ambiguity
- To grasp products and processes made at T&L network manufacturing facilities, and
- Help drive the strategy and implementation of Juniper customer references, a critical part of our Customer Advocacy program
- Set KPIs, targets, and assess impact on a regular basis
- Manage customer support operations
- Final arbiter for customer and merchant escalations
- Launch new initiatives, programs, and recommend process changes and enhancements to management as related to the customer experience in order to improve NPS and customer satisfaction (CSAT), promote customer retention and enhance customer self-service
- Provide superior service through telephone and email support
- Analyze departmental expenditure for cost reduction
9
Responsibilities For VP Customer Advocacy Resume
- Business process owner for support workflow
- Maintain operational integrity of the marketplace
- Identify points of failure, come up with feasible resolutions, and implement changes in a timely manner
- Represent department and company in a positive and professional manner
- Role model team player able to interact well with management and support staff
- Open to international travel based on needs of business
- Produce and communicate quotations for customers, subsidiaries and distributors as requested and in line with their requirements To add and make amendments to the data, following the checking and authorizations process
- To add and make amendments to the data, following the checking and authorisations process. Provide support, where necessary and able for the Customer Service team
- Competent with Excel and WordSearch Jobs US
10
Responsibilities For Customer Advocacy Leader Resume
- Communicate with other departments to assist with research and analysis
- Accurately type an average of 40 words per minute
- Work over-time as requested and required by business need and communicated by your manager
- Read, research and analyze loan information, and clearly communicate it to customers through a written format
- Interact with our internal and external customers to research and resolve complex issues
- Look for ways to ease administrative tasks that burden our salesforce
- Provides reliable financial forecasts to themanagement
- Review the work of a team that manages a dynamic and complex complaints caseload to include determination of whether legal advice is required on issues relating to complaints
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