Customer Relationship Management Resume Sample
Geoffrey Osinski
8146 Margarete Alley,
Boston,
MA
+1 (555) 883 1978
Work Experience
Customer Relationship Management Administrator
08/2015
-
PRESENT
Chicago, IL
- Maintaining overall responsibility for management of clients’ central enterprise-level CRM system
- Understanding client’s strategic enrollment goals and translating them into configuration of the CRM and system usage
- Project manage the team’s CRM activities, responsible for briefing our in-house Design Studio in order to produce creative assets (emails, direct mails and copy for our SMS & push notifications)
- Attend the International Event Activation Meetings, capturing minutes and action points, to ensure that the CRM strategy is aligned with our product Category’s strategies
- Efficiently use our CRM database in order to analyse the success and learning’s of our campaigns, developing an understanding of trends and providing insights
- A strong analytic background and the ability to study and interpret complex information to drive business decisions
- CRM Administration and Support
- Supports the assigned businesses (multiple businesses ~3) by working and collaborating with relevant stakeholders (including other CRM BAs globally) to execute and provide input into the FIBI Salesforce.com roadmap
Customer Relationship Management
05/2009
-
02/2015
Chicago, IL
- Business systems analysis. Identifies and implements information system solutions that support
- Development. Designs, develops, implements and validates improvements and new functionality to
- Understand Cargill’s Customer Facing solutions and how they help to enable the business strategic plan
- Responsible for the communication and enforcement of Cargill and FIBI’s Salesforce Org Governance policies and procedures to help maintain and ensure architectural integrity
- Continually monitor and collaborate to improve CRM data quality (working with business data & reporting analyst)
- Knowledge Management to include: training users, updating documentation, engaging Program Manager, Global IT and PDT for training assistance
- Prioritize quote requests and needs to provide the best possible experience for our customers while balancing business resources
Customer Relationship Management Intern
12/2005
-
12/2008
Boston, MA
- Has an in depth understanding of the assigned businesses/functions sales, marketing and customer service processes, organizational structure and culture
- Is the primary point of contact for Salesforce.com users in the assigned businesses/functions for new capability deployment, training needs, break/fix, and projects
- Partners with the Program Manager to preserve the processes and Salesforce.com org design established during Project LEAP
- Partner with businesses and Program Manager to identify opportunities for improved efficiency and effectiveness of Customer Sales, Service and Marketing teams to drive adoption and value capture of solutions
- Manage Salesforce.com projects while working with appropriate 3rd party and internal resources to ensure that projects are delivered on time, in budget and in scope
- Understand Cargill’s Customer Facing solutions and how they help to enable the business strategic plan
- Responsible for the communication and enforcement of Cargill and FIBI’s Salesforce Org Governance policies and procedures to help maintain and ensure architectural integrity
- Continually monitor, enforce and manage CRM data quality (working with business data & reporting analyst)
- Knowledge Management to include: training users, updating documentation, engaging Program Manager, Global IT and PDT for training assistance
Education
Whitworth University
1999 - 2004
Bachelor's Degree in Marketing
Professional Skills
- Knowledge of Apparel Industry, Strong Negotiation Skills, Oral and Written (English) Communication skills, Presentation skills, Analytical skills are required
- SAS skills and advanced Excel skills
- Excellent oral and written skills. Demonstrated ability to work in a team environment
- Strong organizational, problem-solving, & communication skills
- An outgoing, team player with excellent organizational, presentation and communication skills
- Positive attitude towards servicing customer and excellent interpersonal skills is essential
- Experience of training delivery (facilitation skills)
How to write Customer Relationship Management Resume
Customer Relationship Management role is responsible for advanced, excel, planning, database, presentation, analytical, software, design, reporting, negotiation.
To write great resume for customer relationship management job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Relationship Management Resume
The section contact information is important in your customer relationship management 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 Relationship Management Resume
The section work experience is an essential part of your customer relationship management 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 relationship management 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 relationship management position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Relationship Management resume experience can include:
- Good level of analytical skills
- Good communication skills with colleagues
- Good skills in written and spoken English
- BS in IT or IT management and 4 years IT experience or 7 years’ experience or 10 years’ same experience
- Strong computer skills, both functional and technical
- Outstanding ability to build relationships and effectively interact with all levels of the organization
Education on a Customer Relationship Management Resume
Make sure to make education a priority on your customer relationship management resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer relationship management 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 Relationship Management Resume
When listing skills on your customer relationship management 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 relationship management skills:
- Strong facilitation, communication, and presentation skill and ability to present to senior level colleagues clearly and effectively
- A strong attention to detail; good follow-through skills
- Prior experience developing efficient and effective operational processes and technology solutions is required
- Strong organizational, analytical, project management and reporting skills
- Manage CRM agency to operate the platform effectively
- Strong quantitative skills are essential
List of Typical Experience For a Customer Relationship Management Resume
1
Experience For Customer Relationship Management Analyst Resume
- Influencing and motivational skills
- Experience working in a CRM role in a high energy online environment (experience working with an Email Service Provider, Salesforce etc)
- Experience in At least 7 years experience in performing in a Functional Consultant / Business Analyst capacity and mapping business processes
- Strong understanding of business priorities (BU’s, Segments and how they often are juxtapositions)
- Ideally experience of working with/selling to the transport space
- Quarterly planning and managing Merkle CU’s (ability to push back on non-priorities)
2
Experience For Customer Relationship Management Business Analyst Resume
- Experience and working knowledge of CRM applications for segmentation and targeting
- A demonstrated understanding of direct marketing and consumer retail promotions
- A solid understanding of marketing. This would include paper coupons, social media, SMS, e-mail, loyalty cards, etc
- Experience in performing in a CRM Functional Consultant / Business Analyst capacity and mapping business processes
- Hands-on experience with automated campaign management tools/ software including Neolane, Unica, Aprimo or comparable database marketing tools
3
Experience For Customer Relationship Management Intern Resume
- Hands-on experience with analytic tools/software including SAS, Tableau or comparable analysis/reporting tools
- Previous CRM/Clientelling experience
- Experience as a business analyst, working in areas such as process definition, report design, and data analysis
- Experience of selling in to the Public Sector, ideally local government
- Hands-on experience leading the development of data architectures for large scale systems
- Developing business rules that allows Marketing Heads to target high value clients by leveraging client profiles and online behavior improve conversion rates
- Marketing Sciences – The team is responsible for leveraging big data and deep customer insights to develop our future marketing campaigns
4
Experience For Customer Relationship Management Administrator Resume
- Managing KSC’s Salesforce.com Sales Cloud instance: administration, training, and build
- Managing KSC’s digital sales aide iPad app, KCompass, iPad/ Mobile Management, and Ad Hoc Reporting/ Tasks
- Understanding of and ability to work in Salesforce.com Ecosystem
- Achieving budgeted revenue for the designated account
- Administer CRM user access, including adding, updating or deleting users, setting access permissions, and determining security roles
- Develop schedules to meet the needs of both the front end resourcing needs, ie. Engineering and drafting, and the needs of the manufacturing facilities
- Provide salesforce.com end-user support including documentation, reporting, data analysis, training, and troubleshooting end-user issues
- Assist with establishing and executing a role-based EROS IT Knowledge Training Program
5
Experience For Customer Relationship Management Specialist Resume
- Passionate about analyzing data, communicating findings, and driving change
- Clear understanding of the value of technology in enabling enterprise sales organizations to improve productivity
- Function in a fast-paced environment, handling multiple projects simultaneously while adhering to deadlines
- Assist Customer Service Training with the creation of CRM-related user training material
- Assist with building and managing a knowledge base
6
Experience For Microsoft Dynamics Customer Relationship Management Developer Resume
- Implement processes to coordinate and govern field-based communications, resulting in streamlined and more action oriented messaging to the field,
- Preference working with remote teams using CRM tools, i.e. Sales Force.com
- A thriving culture in a growing business
- Knowledge and understanding of SFDC Lightning Environment
- Establish analytics for measuring and demonstrating ROI in CRM
- Manage the quote process for all assigned customer accounts including the initial review and summarization through follow up activities
- Maintain a cooperative attitude in dealing with all departments of the company as a team player and a primary customer contact
- Sophomore, Junior, or Senior standing
7
Experience For Manager, Customer Relationship Management Resume
- Gather, evaluate, and document user CRM requirements, including integrations with other systems e.g. IVR, website, mobile app
- Coordinate with Engineering and other Cubic resources to implement CRM UI and other functionality enhancements
- Assist with the standardization of the CRM UI and participate in CRM design efforts for all transit or tolling programs
- Coordinate User Acceptance testing between Customer Service and QA, and assist QA with the development of CRM test plans if needed
- Create ad hoc CRM activity reports and design recurring reports for development by Cubic’s report writers/business analysts
- Mine CRM data for use in marketing or services communication projects
- Support preparation of Monthly Services & Customer Support Performance review meeting
- Implement and provide ongoing management of LEGO Education’s Microsoft Dynamics CRM
8
Experience For Enterprise Customer Relationship Management Lead Resume
- Engage customers by encouraging high-value activities and events
- CRM/Loyalty programs (including online customers)
- Triage assigned business/functions users break/fix issues and determine the appropriate resolution path (training, process, system update, project, etc.)
- Entrepreneuria lspirit; strives in environment where initiative & original thinking are rewarded
- Three (3) years in a Sourcing environment
- Can thrive in a fast-paced, demanding environment
- Knowledge of the resources the Marketing department provides to support other Publix departments
- Knowledge of Retail, Corporate Purchasing and other Publix Support Departments’ operations
9
Experience For North NJ Customer Relationship Management Resume
- Learn how to function in a fast-paced marketing environment
- Broad understanding of current trends in SFE as well as linkages between the topics
- Deep understanding of available technology solutions used to optimize sales results
- Import and Clean Data using different API tools
- Lead train the trainer training as needed
- Attention to detail and ability to do rigorous testing
- Work early morning/late night hours to accommodate global time zones
10
Experience For Customer Relationship Management Support Resume
- Responsible for overall delivery, managing revenue, costs, profitability and client satisfaction
- Expert knowledge of achieving business mission and transformation
- BA/BS in marketing or a closely related field
- Tremendous capability for creativity while also having a sense of urgency
- User/Admin of Exact Target/Marketing Cloud
- Development on Apex, Java, CSS, Visualforce or Lightning Component Framework
- Knowledge of customer journey management, database marketing and customer segmentation
- Review technical documents for grammar, content, and style of writing
- Proficiency in Microsoft Office products, including Word, PowerPoint, and Excel
List of Typical Skills For a Customer Relationship Management Resume
1
Skills For Customer Relationship Management Analyst Resume
- At least one year of technical skills in analytic roles such as Database Marketing or Planning & Analysis
- Experience in project management is beneficial, including experience producing technical specifications and requirements for developers
- Passionate about delivering fashion effectively to customers through the use of creativity, copywriting and digital technology
- Self-starter, initiative taker, thinks outside the box. leverage these skills to uncover hidden business problems in current processes (including data mgmt)
- Extensive experience and a solid understanding of the processes, technology, and systems used in the day to day responsibilities of a business systems analyst
- Communicate effectively and influence stakeholders at multiple levels with different levels of understanding of salesforce.com
- One year of experience in customer service, retail, sales, telemarketing position, or applicable other experiences
2
Skills For Customer Relationship Management Business Analyst Resume
- Possess advanced problem solving skills, with attention to detail and an analytical orientation
- Demonstrated ability to organize and prioritize end user issues/requests
- Presentation skills & ability to communicate across teams
- Experience: 2 years salesforce.com experience to include at least one year as an administrator and/or business analyst
- Moderate to advanced Excel skills (v-lookups, pivot tables)
- Prior marketing, database management and/or gaming experience
- Experience in digital marketing / e-commerce within multinational consumer goods organization, agency or online retailer
- Proven history of developing high quality digital user experiences
3
Skills For Customer Relationship Management Intern Resume
- Total professional experience in international environment: 1-2 years’ experience in direct mailing operations
- Manage workflow as evidenced by previous experience
- Great communication (written and verbal) and collaboration skills
- End to end project management skills
- Effectively present information and respond to questions from managers, employees, vendors, and risk professionals
- Working experience of 3 or more years in CRM including configuration/development
- Retaining customer account through effective relationship building at all levels
- Experience developing, implementing, and monitoring interfaces between applications and databases, including core systems and thirdparty systems, is required
4
Skills For Customer Relationship Management Administrator Resume
- Experience in the financial services industry, including understanding of marketing is an asset
- Prioritize work according to maximizing business returns
- Experience working in Email Marketing analysis for consumer or technology brands
- Experience successfully evaluating and implementing technology to improve efficiency and productivity
- Experience implementing DevSecOps for large program using an agile, preferably SAFe, iterative development methodology
5
Skills For Customer Relationship Management Specialist Resume
- Experience in cloud based environments including deploying solutions on public/hybrid clouds
- Drive excellence in leveraging the marketing automation tool to create best in class customer experiences
- Develop ongoing reports detailing sales campaign effectiveness
- Agile development experience implementing systems and Data Analytics projects
- Experience in the education market, specifically related to enrollment and recruiting challenges and CRM best practices
- Strong in SQL coding to facilitate business questions / needs
6
Skills For Microsoft Dynamics Customer Relationship Management Developer Resume
- Experience working with CRM's (no specific CRM tools required)
- General marketing experience (preferably in digital / tech)
- Skilled in analyzing market research data, financial data, consumer research and database trends
- Experience in Life Sciences Sales, Marketing and/or Commercial Operations is required
- Extensive experience managing third-party providers is required
7
Skills For Manager, Customer Relationship Management Resume
- At least one year of experience working with SQL and/or SAS queries
- Experience in marketing or applicable field
- Over 6 years’ working experience, preferably within the retail financial services industry
- Experience liaising with other Project Managers and Business Systems Analysts to ensure all new components are consistent with overall design
- Scaled Agile Framework experience; working as a part of a SCRUM Team
- Experience in consumer marketing, preferably within the retail financial services industry
- Coordinate and participate in testing prior to rollout of enhancements and modifications
8
Skills For Enterprise Customer Relationship Management Lead Resume
- Strong interest in being at the forefront of fashion e-commerce
- Exercise creative thinking and apply experience to improve processes as needed
- Significant experience in writing business requirements
- A strong working knowledge of Microsoft Excel, Word, and Outlook
- Related industry / product experience
- Ensure effective management Sales Representative inventories reconciliations and coordinate with vendor to resolve difficulties
- Experience in systems implementation and Big Data Technologies
9
Skills For North NJ Customer Relationship Management Resume
- Demonstrated ability to facilitate and make complex decisions that involve multiple constituencies
- Three (3) years experience in a customer service orientated role
- Large-scale relational database experience
- Previous database Admin, Developer, data stewardship, or business analyst experience
- Big picture thinker with the ability to prioritize and perform a detailed operational tasks
- Develop custom objects, fields and formulas, custom reports, dashboards, workflows, validation rules etc
- Extensive experience with MS Excel, MS Word, MS Access and MS PowerPoint
- The ability to prioritize and work on multiple projects in a deadline driven environment
10
Skills For Customer Relationship Management Support Resume
- Demonstrated initiative—dedicated, reliable, and detailoriented
- Alesforce.com experience to include at least one year as a business analyst
- Independently manage time, prioritize projects, and manage multiple stakeholders
- Embrace a diverse work environment and manage conflicting priorities
- Strong teamwork with a small group to accomplish time sensitive projects
- Great opportunity to gain career related course work experience from an industry leader
- Independent, mature, pro-active and with strong marketing sense
- Experience in direct mailing operations
- Experience in providing technical guidance to executive level stakeholders for Dynamics CRM 2013 solutions
List of Typical Responsibilities For a Customer Relationship Management Resume
1
Responsibilities For Customer Relationship Management Analyst Resume
- Developing automated triggers to send high quality leads to the Sales desktop and develop programs to proactively communicate with high value leads through targeted creative and triggered e-mail marketing programs
- Demonstrated strong interpersonal, verbal; and written communication skills
- Experience as a solution architect, including managing a team of 10-20 members’ process improvement and delivery
- Ideally experience of working with/selling to the Retail space
- Ideally experience of working with/selling to the Utilities market
- Excellent knowledge of adult learning
2
Responsibilities For Customer Relationship Management Business Analyst Resume
- Partner with Service, Claims, Underwriting and other internal business partners to ensure superior customer experience
- Experience as a MS Dynamics CRM administrator (preferably both cloud and premises-based versions)
- Experience in the latest MS Dynamics CRM versions support and administration
- Be an advocate of the customer’s experience to continually create WOW moments
- Devise effective protocol to assign leads to agents
- Proven ability to work independently with little direction to achieve accomplishments
- Developing infrastructure to enable Marketing Managers to test creative and landing pages to drive higher conversion ratios and increase online sales
- General understanding of CRM tables and underlying data for troubleshooting and testing
3
Responsibilities For Customer Relationship Management Intern Resume
- Manage up to intermediate level marketing automation tool enhancements and fixes including items such as adding custom fields, creating email templates, etc
- Coordinate and execute user acceptance testing activities including triggering REST API call simulations with API testing software (like SoapUI or Post Man)
- Supporting Marketing Performance & Analytics team and sharing best practices for data analytics and making suggestions to enhance campaign reporting capabilities
- Experience of selling to/working with the Public Sector, ideally with an understanding of central government organisations
- Provide ongoing troubleshooting of marketing automations and triggered processes
- Assist with customizing existing reports and/or adding new custom reports
- Act as key technical support for internal users of ExactTarget email tool, troubleshooting and dealing with the ExactTarget Support team when required
- Act as administrator for eCRM tools like ExactTarget and BridgeTrack, creating profiles and resetting passwords
4
Responsibilities For Customer Relationship Management Administrator Resume
- Lead all aspects of the development, implementation, testing, and ongoing maintenance of the customer database user interface
- Set up and deploy digital Visual Management tool to drive the business activity of the team including update of the weekly team meeting
- Facilitate information sharing with cross functional teams by sharing performance metric and key insights
- Serve as primary point-of-contact on the Consumer Engagement team for cross-functional teams for all things related to email marketing analytics and tracking
- Work collaboratively with change enablement team to provide communications and training on marketing automation tool
- Assist with technical aspects of email marketing, triggered campaigns and eAlerts e.g. solution data capture requirements, lead generation feeds, etc..
- Actively look for opportunities to enhance/automate existing processes
- Previous Training Strategy Development
5
Responsibilities For Customer Relationship Management Specialist Resume
- Ensure Relationship Management Team leverages marketing portfolio tools to position our current value proposition to our customers and producers
- Develop test plans and manage the execution of User Acceptance Testing
- Ensure compliance with all Santander policies and regulatory requirements surrounding Information Security
- Daily monitoring of the Salesforce CRM system to maintain data integrity
- Propose and execute improvements to the existing CRM system
- Organized, analytical, methodical thinking
- Initiative; self-motivated; challenging
6
Responsibilities For Microsoft Dynamics Customer Relationship Management Developer Resume
- Deliver periodic releases of new CRM capabilities and services by working with field sales to ensure support and alignment with strategic goals
- Develops and manages recruitment event registrations and communication campaigns utilizing CRM Recruit
- Advanced understanding of Customer data
- Develop ways to improve referral tracking with agents, and branch managers
- Create nurturing programs, sales scripts and play books
- Pilot and implement new eCRM functionality on RBC’s online properties
7
Responsibilities For Manager, Customer Relationship Management Resume
- Implement and maintain pixel beacon technology via tag management software within all of RBC’s online properties. These pixel beacons include, but are not limited to: Google Floodlight, Google Analytics, BridgeTrack and Webtrends
- Mac literate – experience with Adobe design packages – familiarity with InDesign, Photoshop, Illustrator, Ibooks, etc
- A strong affinity with luxury retail
- Luxury retail experience preferable
- English as 1st language and to a high level (A level or equivalent)
- Personably represents the brand image
- Able to influence from a distance
8
Responsibilities For Enterprise Customer Relationship Management Lead Resume
- Troubleshoot common day to day pricing and billing issues while working with the end user through resolution to ensure the agreed to SLA’s is met with quality deliverables
- Performance drive and ability to execute
- Inspirational leadership and impactful collaboration
- Demonstrable agility through change and transformation in a progressive organisation
- Align with different stakeholders in organization to keep CRM data synched across departments
- Ensure highest level of data quality in CRM systems, identify errors, communicate to stakeholders and manage follow-up
9
Responsibilities For North NJ Customer Relationship Management Resume
- Support sales colleagues for usage of CRM tools, communicate with Regional Headquarter in complicated cases
- Oversee the Regional Account Director's (RAD) execution of customer plans to ensure alignment with regional strategies
- Accountable for ensuring all customer service processes are designed to provide the proper controls with documentation to mitigate business risks associated with each customer service transaction
- Lead and participate in strategic projects and initiatives across Group Insurance and Prudential overall
- Knowledge of the Group Insurance marketplace including customer acquisition, underwriting process, administrative operations (billing, medical underwriting, claims process) and contracts
- Active Group Life and Health Insurance license or obtained within 120 days of hire
- Gather, review, and analyze requirements submitted by business users and subject matter experts
10
Responsibilities For Customer Relationship Management Support Resume
- Analyze the complexity of proposed changes and/or enhancements to the customer data tools
- Liaise with Risk, Legal, and Compliance to ensure approvals for requirements and functionality
- Assist with Implementation of detailed work plans, schedules, project estimates, resource plans and status reports
- Implement requested capability, and incorporates changes into the production cycles
- Troubleshoot problems associated with applications and cross-platform integrations and track issues
- Create and maintain dashboards in Salesforce CRM for use by ticket department management and end users
- Analyze and summarize sales data and CRM user activity for ticket department management and organization executives
- Generate and summarize performance reports through CRM for end users
- Maintain database of leads for end users and work with sales/service management to assign and distribute leads
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