Customer Engagement Specialist Resume Sample
Connie Kiehn
2386 Herzog Island,
Los Angeles,
CA
+1 (555) 151 9169
Work Experience
Customer Engagement Specialist
02/2017
-
PRESENT
Dallas, TX
- Program manage and execute on special projects for the team
- Manage the logistics for the EBC with catering, transportation, surveys etc
- Create, and manage content and digital assets for intranet site, social media and extranet site including community page, web pages, best practices, and EBC asset library, or creation of new assets, etc
- Create, manage and report on key metrics, customer surveys, customer success stories, and tracking programs
- Manage customer engagement events and EBC assets, supplies, and inventory control
- Manage Events asset shipment, inventory, budget details and closing
- Lead all IT projects at the briefing centers and become the expert to ensure 100% run time and customer satisfaction. Work with IT and facilities to ensure execution, organization and proper functioning of all assets (AV-projectors, speakers, phones etc.). Share and orchestrate knowledge sharing with other briefing locations
- Lead and manage all operational activities including but limiting to assets and inventory management, monthly metrics reporting, global calendars etc
- Acknowledge customers as they enter and exit the store in a friendly manner
Senior Associate Customer Engagement Specialist
06/2010
-
10/2016
Phoenix, AZ
- Monitor Greeter Kiosk
- Freely walk and maneuver in the "greeter zone"
- Assist customers with deactivation of Electronic Article Surveillance (EAS) devices
- Contact Loss Prevention Manager or Loss Prevention Supervisor to report suspicious behavior
- Watch for stray shopping carts and low supply of shopping carts
- Work weekends on a regular basis, work swing shift, and overtime as needed
- Maneuver in the store’s entry and exit areas
- Monitor the greeter kiosk
- Maneuver in the “greeter zone” to maintain the greeter area and assist customers
Customer Engagement Specialist Role-digital Touch
05/2006
-
03/2010
Los Angeles, CA
- Answer customer questions concerning the location of items within the store
- Contact the Asset Protection manager or Asset Protection supervisor to report suspicious behavior
- Watch for stray shopping carts and a low supply of shopping carts
- Comply with corporate policies; promote and follow company initiatives
- Professional experience as QA engineer
- BA/BS in computer science or similar field or equivalent experience
- Strong familiarity with Windows environment
- Experience working with geographically diverse teams and remote employees
- Document customer interactions in the company’s CRM system
Education
Ave Maria University
2000 - 2005
Bachelor's Degree in Marketing
Professional Skills
- Strong communications skills, including exceptional writing and editing capabilities
- Strong technical skills in the use of ticket tracking systems, MS office and other tools, excel proficient
- Strong problem solving skills, ability to focus on important business drivers and to create business opportunities
- Very strong written and verbal skills in English
- Excellent communication and telephone skills both in Chinese and English
- Outstanding in all selling competency areas (Account Management; communication skills, External Market Focus; 1:1 Customer Interactions)
- Proven experience in working as part of a team
How to write Customer Engagement Specialist Resume
Customer Engagement Specialist role is responsible for travel, customer, english, communications, excel, drivers, retail, finance, training, database.
To write great resume for customer engagement specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Engagement Specialist Resume
The section contact information is important in your customer engagement specialist 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 Engagement Specialist Resume
The section work experience is an essential part of your customer engagement specialist 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 engagement specialist 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 engagement specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Engagement Specialist resume experience can include:
- Demonstrated understanding of retail and consumer marketing
- Experience in an email marketing or content marketing
- Experience using live chat & Social Media in a B2B environment
- Experience resolving customer inquiries
- Demonstrate team focus by participating in department sales challenges and activities
- Experience managing online and social media reviews
Education on a Customer Engagement Specialist Resume
Make sure to make education a priority on your customer engagement specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer engagement specialist 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 Engagement Specialist Resume
When listing skills on your customer engagement specialist 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 engagement specialist skills:
- Highly organized with very good MS Excel and process documentations skills
- Strong teamwork, presentation, skills and ability to work with all management levels
- Communication skills, able to communicate technical information to non-technical users, flexible, customer service mentality
- Prior experience within infectious disease and/or intensive care medicine would be an asset
- Prior experience within infectious diseases (Hepatitis C and HIV) is advantageous
- Fluency in German and English (both verbal and written), additional French language skills are advantageous
List of Typical Experience For a Customer Engagement Specialist Resume
1
Experience For Senior Associate Customer Engagement Specialist Resume
- Adhering to our security and business processes and procedures as well as customer privacy compliance
- Partners with others to optimize CareConnect and other applications for physicians, clinicians, and other stakeholders
- Provides go-live, upgrade, change, and designated application support for CareConnect
- Develops and maintains support staff schedules for customer support with supervision
- Provides floor and command center customer support with supervision
- Works to assist with utilization targets as needed or appropriate
2
Experience For Customer Engagement Specialist Role-digital Touch Resume
- Ensures utilization targets and objectives are met for THR
- Reviews utilization statistics for assigned hospitals
- Plans and executes strategies to enhance utilization
- Organizes and implements entity or departmental strategies to facilitate increased usage of CareConnect, CareGate, CareGate Link and other
- Manages change and incident tickets consistent with established ITIL processes with supervision
3
Experience For Customer Engagement Specialist Lead Resume
- Analyzes and designs issue resolution
- Collaborates with appropriate groups for resolution and approvals with supervision
- Resolves tickets in timely manner with understandable, concise documentation with supervision
- Monitors reports and ensures tickets are addressed within service level targets with supervision
- Communicates ticket status to customers in timely manner with supervision
- Troubleshoots problems or questions from users with supervision
- Monitors, tracks, resolves daily operational customer issues with supervision
- Enters tickets on the customer's behalf with supervision
4
Experience For B-customer Engagement Specialist Resume
- Communicates issues that affect other teams with supervision
- Collaborates to resolve with appropriate parties with supervision
- Escalates as needed with supervision
- Participates in after hours on call
- Provides after hours on call support for physician stakeholders
5
Experience For Customer Engagement Specialist Resume
- Resolves after hours calls in timely manner and updates tickets with concise, understandable documentation with supervision
- Assigns or reassigns tickets as appropriate consistent with established processes with supervision
- Ensures availability when assigned to oncall and proactively arranges for coverage if exceptions arise with supervision
- In partnership with the Manger of CRM and the Manager of PR/Partnerships, assist in ideating innovative, brand right activations that engage our customers and stir emotion and inspiration
- In conjunction with the Manager of Customer Engagement and Manager of PR/Partnerships bring to life vendor campaigns through the flawless execution of marketing stories and activations
- Help Liberty Travel maintain a healthy sales pipeline by collecting customer contact information and assist in scheduling in person meetings for individuals who exhibit purchase intent or potential
- Excellent customer service and communication skills and are able to qualify potential customers to determine their very specific travel needs
6
Experience For Senior Associate Customer Engagement Specialist Resume
- Strong communication and organizational skills to properly pass relevant and detailed customer data to a Liberty Travel agent
- Strong sense of team mentality, reliability, and can also work well independently
- Boston One Campus Customer Engagement Experience
- Provide the highest level of customer service to all current and future customers
- Positive, enthusiastic and passionate about the travel industry
- Maintain a flexible work schedule (evenings and weekends/retail mall location)
- Design and implement both short and long-term strategies to engage customers globally
- Support Reinhart’s loyalty platform and define communications and marketing approaches to drive engagement, gain new customers and enhance customer retention
7
Experience For Customer Engagement Specialist Role-digital Touch Resume
- Act as customer engagement manager across multiple platforms including the comments inbox & phone line, promoting positive brand conversation and addressing complaints per consumer care protocol
- Identify and track customer engagement trends to help the company increase loyalty and relieve pain points within stores improving the customer experience
- Build relationships with category managers, store support and regional marketing staff to support consumer and marketing needs
- Deliver monthly and quarterly analytics and trend reports to the marketing team and sr. leadership
- Become a brand advocate and learn the store operations to best assist customers with issues and questions
- Become a Chrysler Expert and be armed with high level knowledge of all features and benefits of our products
- Train Sales and Staff on features and benefits of Chrysler products as well as delivery protocol
- Partner with store leadership to determine best practices to obtain 100% customer satisfaction
8
Experience For Customer Engagement Specialist Lead Resume
- Sales report entry as required by store leadership
- Native level of Russian language
- Develop and implement a scalable Customer Engagement database through the gathering, cleansing, and connecting of disparate data housed across numerous organizational systems within 6 months
- Support the tracking, capturing, and dissemination of usage data within the product teams and develop usage tracking standards to be deployed across the development teams to ensure the accurate capture and measurement of usage data across all BIM360 products
- Develop and deploy an automated reporting platform that is used to provide internal and external customer insights to enable retention and up sell efforts within 12 months
- Run 8 reporting insights experiments per year to provide unique insights on customer engagement to enable the development of predictive analytics that can be used to drive continuous customer value
- Within select customer accounts acts as primary point of contact for customer, meet with key customers/personnel to understand practice structure, business model, customer needs and identifies business opportunities
- For select customer accounts/HCPs, coordinates with customer team to develop customer strategy - outlining strategy for interactions/ relationship, solutions and potential offerings for customer
- Partners with Strategic Accounts (SAM) & commercial Key Account Managers (cKAM) to maintain strong focus on formulary access
9
Experience For B-customer Engagement Specialist Resume
- Identifies and selects programs/services available internally to address customer needs
- Maintains current understanding of practice structure, business model, key influencers/ network structure and make information available to relevant stakeholders
- Collaborates and communicates effectively with extended "in-scope" customer team to ensure a consistent customer experience across MSD’s divisions and functional areas
- Demonstrated ability to work independently, cross functionally and to quickly adapt to and deliver in challenging situations
- Experience in marketing, phone sales, or high-volume customer contact
10
Experience For Customer Engagement Specialist Resume
- IS/healthcare related experience
- Experience in foodservice sales or related activity
- Expertise in corporate social media monitoring and management using various applications and systems (e.g. LinkedIn Navigator; Sprinkler, etc.)
- Autonomous analysis of customer, account, market & competitor dynamics to generate insights based decision making
- Consistent performer in achieving measurable and tangible results
List of Typical Skills For a Customer Engagement Specialist Resume
1
Skills For Senior Associate Customer Engagement Specialist Resume
- Candidates with experience in a sales focused customer service position
- Ideally 3+ Years' experience in a customer support role, across multiple support channels
- Have very strong customer support background and be able to multi-task, have a sense of urgency
- Experience using social media/live chat as customer service and lead generation tools
- Demonstrated proficiency and fluency in written and verbal communication, in English and Spanish
- Demonstrated ability to multi-task among multiple systems and applications
- Demonstrated ability to initiate and lead projects
- Demonstrated ability to identify process improvements and efficiencies
- Demonstrated proficiency and fluency in written and verbal communication
2
Skills For Customer Engagement Specialist Role-digital Touch Resume
- Excellent capabilities for interaction, influence and communication
- Experience of an administrative role
- Experience of assessment (desirable)
- Good knowledge of the healthcare and hospital environment in Switzerland
- Excellent capabilities in interpersonal interaction, influence and communication
- Proven ability to leverage and navigate digital tools to maximize work efficiency
- Leverage digital and innovative tools and programs to optimize customer experience
3
Skills For Customer Engagement Specialist Lead Resume
- Partners with entity staff and all teams within the THR Innovative Technology Solutions Department to provide excellent service and support for
- Reviewing existing customer service requirements and keeping services up-to-date
- Identifying and responding to customer needs to ensure customers receive a high level of support
- Supporting project execution and documents in commercial sides
- Tracing quality issues
- Working knowledge of customer relationships and service techniques
- Keep tracking order to cash process for Xi’an franchise by working closely with customer, CSR, Billing and Accounting team
- Autonomous appointment planning and business administration tasks, including proper reporting
- Research and resolve customer questions and concerns regarding statements, invoices, and account balances with accurate billing
4
Skills For B-customer Engagement Specialist Resume
- Research and resolve customer deductions, including solving for discrepancies, in accordance with policies
- Provide first level support for multiple online platforms assisting with registrations, site navigation and escalating issues as needed
- Greet and engage each customer entering the store to determine their shopping needs; direct them to the appropriate area of the store based on their needs
- Clearly communicate partnership and activation plans and tactics through compelling marketing briefs that guide cross-channel partnership support
- Assist in the analysis of marketing campaigns in order to make adjustments to improve future initiatives ensuring continued success
- Engage guests promptly, personally and with the goal of opening the conversation and ensuring they feel welcome
5
Skills For Customer Engagement Specialist Resume
- Execute outbound calls as assigned for specific marketing/sales/business strategy campaigns
- Assess customer information and apply required up-selling techniques to effectively satisfy a customer's needs leveraging value and benefits to meet departmental and company sales goals
- Field customer billing inquiries and payment requests, including
- Handle customer credit card payments, maintaining PCI compliance in all transactions
- Provide invoices, statement, and packing slip reprints as requested
6
Skills For Senior Associate Customer Engagement Specialist Resume
- Liaison with the Credit & Collections, Customer Service, Customer Master Data and Returns Centers on transactions affecting their areas
- Provide first level support to Online Billing Portal
- Facilitate customer returns and manage customer disputes by initiating credits and debits
- Educate customers on product, service and program offerings, following up with additional information when necessary
- Liaise with internal Operations, Marketing, Sales and Logistics teams to ensure appropriate information is communicated to exceed customer needs
- Support various web-based marketing programs by assisting consumers with site navigation, rebate status and general inquiries, documenting in administrative tool
7
Skills For Customer Engagement Specialist Role-digital Touch Resume
- Participate in ongoing training and departmental meetings in order to maintain strong knowledge of products, programs, policies and procedures
- Prioritizes work appropriately, carrying out assignments with the appropriate level of direction and completing tasks within deadlines
- Demonstrated ability to identify points of contact across SAS to ensure appropriate routing
- Online or Digital marketing experience and/or awareness of Personas, Content Engagement, Social Channels, Live Chat Engagement
- Experience of working in the technology sector
- Digitally-focused marketing experience
- Participates fully in PEAK Review Processes by completing forms and preparing for manager meetings with minimal supervision
8
Skills For Customer Engagement Specialist Lead Resume
- Maintain working knowledge of prescription, over-the-counter and controlled drugs as well as competitor information
- Monitors work progress, informing team leaders, team managers and/or customers of project status, problems or obstacles and workload problems in a
- Collaborative team member, able to flex to different working styles and team dynamics
- Coordination with Accounting, Legal, Distribution, Project, EPO team on issues when required
- Consistent performer in achieving measurable, tangible results
- Work independently and to quickly adapt to and deliver in challenging situations
- Possess a driving license
- Education in the subjects of Digital, Marketing, Analytics, Technology, Computer Science
- Document all customer interactions to create holistic view of areas of enhancement within the product or training process
9
Skills For B-customer Engagement Specialist Resume
- Troubleshoots problems identified by internal or external customers by collaborating with various business teams to resolve
- General understanding of retail business processes in corporate and field organization
- Share learning and best-practices from one customer to help other customers meet their needs
- Observes customer usage of applications through rounding or other methodologies
- Understand who our customers are, what brought them to Liberty Travel, their intent and timeline to purchase, thus creating a robust customer profile
10
Skills For Customer Engagement Specialist Resume
- Execute against Reinhart’s platform and strategy for operator engagement (Including internal and external customers and utilization of market research)
- Develop deep understanding and ownership of brand voice and knowledge
- Engage new Chrysler owners by conducting follow up calls to determine customer satisfaction
- Timely manner with minimal supervision
- Provides timely and accurate status reports with minimal supervision
- Enters work time appropriately and timely into applicable system and tasks with minimal supervision
- Upsell on all accounts
- PRINCIPAL RESPONSIBILITIES(Maximum of 7)
List of Typical Responsibilities For a Customer Engagement Specialist Resume
1
Responsibilities For Senior Associate Customer Engagement Specialist Resume
- Valid driving license for Switzerland
- “Generalist” marketer with experience in working with different departments/leaders
- Highly self-motivated and proactive working style
- Problem-solve and focus on important business drivers
- Japanese and English are essential, additional Asian languages are an added advantage but not necessary
- Professional appearance appropriate to this team’s audience
- Chinese and English is essential, additional Asian languages are an added advantage but not necessary
- Knowledge of SAS products and services
2
Responsibilities For Customer Engagement Specialist Role-digital Touch Resume
- Creating a comprehensive and coherent first class support offering to our customers, ensuring that the service we provide is consistent across our qualifications
- Planning developing and delivery of quality of assessment process from the production and approval of assessment instruments to the completion, award and review of results
- Ensure that assessments materials on all qualifications are carried out and completed to a high standard in accordance with all appropriate internal policies and external regulations and can withstand scrutiny by internal audit and key stakeholders - including learners
- Take ownership and responsibility of a newly developed qualification to plan and deliver support materials such as AABs, SMLW and OSCA to deadlines agreed with stakeholders
- Assist with Handbooks/Gateway documents to ensure all handbook owners and titles have been identified, check formatting, spelling and ToV before sign off
- Assist manager on the quality of written AA communications that are being requested to be emailed to AAs, ensuring that all customers and stakeholders are supported by clear, accurate and timely information and requests adhere to SLA agreed
- Knowledge of Fred Meyer policies, procedures and organizational structure
- Highly motivated, energetic, excellent communications skills, good people interaction skills, self-directed individual with good problem-solving skills. Willingness to take ownership of issues
- Acquisition of new customers and development of existing customer relationship, as well as Scientific Leader management
3
Responsibilities For Customer Engagement Specialist Lead Resume
- Influences beyond their specific geography or product area
- Responsible to implement and execute tactics in order to achieve/outperform sales targets in your territory
- Communication about products to assigned customer groups in a way that's meaningful and relevant to each individual customer; customizes discussions and client interactions based on understanding of customer's needs
- Collaborate intensively with cross functional team, including, but not limited to marketing, medical, account managers to orchestrate execution and maximizing customer experience
- Organize local educational events and participate in national and international symposia and congresses
- Participate in team and company meetings
- Alert department associates to arriving customers and to their product interests; follow up to ensure that the customer arrived to the department and received assistance
4
Responsibilities For B-customer Engagement Specialist Resume
- Engage any customers leaving the store without product to ensure they received good service and to determine if there is anything further that can be done to help them obtain the merchandise they are seeking
- Has developed and organised an educational course for HCP’s address current development needs
- Disciplined, focused and organised
- Actively seeks continuous improvement
- Multi-task, in Microsoft Office Suite, critical thinking skills, communication skills, able to communicate technical information to non-technical users, flexible, customer service mentality
- Interest in Health Promotions/wellness
5
Responsibilities For Customer Engagement Specialist Resume
- Working 12 noon to 8 p.m. (potential for varying monthly shift schedule due to operational hours between 8 a.m. and 8 p.m.; supplemented by occasional weekend hours)
- Handle inbound questions and objections received via email or phone
- Advanced knowledge of Microsoft Office suite of tools
- Love of and knowledge of food
- Interact with and maintain positive relationships with customers
6
Responsibilities For Senior Associate Customer Engagement Specialist Resume
- Anticipate work needs and follow through with minimal direction
- Comfort with and ability to adapt to new technology
- Thrive under tight deadlines with limited resources and balance multiple communications concurrently
- Can accommodate an on-call schedule for technology crisis communications
- Collaborative team player who doesn't just say 'no, we can't do this', but approaches challenges in a way to meet needs of others
- Managing own performance in relation to internal and external service levels, for example timely resolution of customer queries and a high standard of customer communication
7
Responsibilities For Customer Engagement Specialist Role-digital Touch Resume
- Partners to promote usage and awareness of CareConnect. Understands new functionalities and promotes to physicians and clinicians. Demonstrates increasing Understanding of all THR Care Suite offerings
- Provides go-live, upgrade, change, and designated application support for CareConnect. Partners with others to optimize CareConnect and other applications for physicians, clinicians, and other stakeholders
- Understands and articulates support of CareConnect workflows. Participates in
- Eager to learn new industries and technologies in a fast paced environment
- IT literacy (intermediate)
- Physicians and clinicians
- Creative sales approach
- Adheres to THR and ITS policies, procedures and standards with minimal supervision. Offers fresh insights to help others overcome mental blocks and think creatively. Challenges others to think through implications, generate possibilities and develop solutions. Considers the ideas, needs and suggestions of other group members with minimal supervision
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