Customer Satisfaction Resume Sample
Adam Becker
750 Hartmann Stream,
Boston,
MA
+1 (555) 899 8647
Work Experience
Customer Satisfaction Leader
12/2015
-
PRESENT
Dallas, TX
- Meet team and individuals to listen and monitor progress
- Potentially meet customer to adjust actions,
- Evaluate risks and propose mitigation plan
- Coordinate activities cross métier or cross region
- Support management in actions implementation
- Identify and promote best practices sharing
- Engineering student (final year project)
Customer Satisfaction Analyst
09/2013
-
11/2015
Detroit, MI
- English level: fluent (mandatory)
- Analytic mind, good communication skills, leadership
- Possible business trips
- Man the escalation and help lines to assist Customer Care Representatives with escalated issues or questions
- Provide empathy and understanding to customers that call in with issues or complaints. Work to deescalate potential issues and prevent negative outcomes
- Work with call center management to resolve escalated issues. Notify leadership of potential risks to mitigate future issues
- Work with other lines of business, and collaborate across boundaries to ensure that all necessary steps are taken to resolve customer issues
- Answer inbound and make outbound calls, from the Customer Care Call Center, and respond to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers
Customer Satisfaction Engineer
01/2010
-
04/2013
Chicago, IL
- Follow up with all necessary parties to close out calls and to ensure resolution
- Maintain confidentiality of customer’s nonpublic information
- Provide information and knowledgeable assistance regarding mortgage loans by retrieving loan information and provide customers their information quickly and efficiently
- Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately
- Provide written and verbal responses to customer inquiries as needed
- Calling on customer complaints
- Floor coach to supervisor
- Calling customer feedback surveys
Education
University of Phoenix - St. Paul Learning Center
2005 - 2009
Bachelor's Degree in Business
Professional Skills
- Strong organizational skills, including the ability to organize data and information, create clear and
- Strong computer skills - Windows-based programs
- Proven experience in a managerial position in logistics and in maintaining customer relationships
- Identify, prioritize and execute on initiatives aimed at improving customer experience and customer service
- Proven working experience as a customer service manager in an IT environment
- Demonstrated partnership skill set and ability to collaborate with various people and organizations
- Maintaining an excellent working relationship with customers, with a focus on open and transparent communication
How to write Customer Satisfaction Resume
Customer Satisfaction role is responsible for events, software, retail, credit, training, procurement, purchasing, reporting, design, research.
To write great resume for customer satisfaction job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Satisfaction Resume
The section contact information is important in your customer satisfaction 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 Satisfaction Resume
The section work experience is an essential part of your customer satisfaction 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 satisfaction 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 satisfaction position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Satisfaction resume experience can include:
- Excellent documentation skills and reading skills
- Good organizational skills, time management, prioritization, follow-up, detail, and the ability to work both independently and within a team environment
- Strong communication skills, follow-up and trustworthiness
- Effectively communicate with upper and senior level management and present / create executive level presentations
- Capable of handling multiple projects with changing priorities and deadlines
- Experience in providing customer service support
Education on a Customer Satisfaction Resume
Make sure to make education a priority on your customer satisfaction resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer satisfaction 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 Satisfaction Resume
When listing skills on your customer satisfaction 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 satisfaction skills:
- Demonstrated experience and ability in understanding customer requirements and focus on their satisfaction
- Prioritizing and understanding the implications of requests and consequent - multiple - actions that need to be taken
- Maintaining good communications with business units and technical contacts allows NGP IT to proactively improve its service offerings
- Experience designing, implementing, and supporting global IT services and solutions
- Experience planning and executing steam turbine outages
- Knowledge / experience within the power generation services, industrial or manufacturing industry
List of Typical Experience For a Customer Satisfaction Resume
1
Experience For Customer Satisfaction Leader Resume
- Work with business partners in gathering and documenting computing requirements. Manage computer project scope, milestones, timelines and deliverables for implementation of business solutions
- Prior experience teams required
- Helps the team to continue to improve professionally as well as benefit the ability for the department to deliver excellent service
- Excellent knowledge of IT management methods and techniques
- Excellent communication and professionalism
- Perform industry competitive analysis; develop benchmarks and best practices to ensure best in class customer experience practices
2
Experience For Customer Satisfaction Analyst Resume
- Customer Service Experience,
- Foster and develop strong relationships with customers, be the single point of contact for customers and manage customer communication and relationships
- Foster and develop strong relationships with customers, be the single point of contact for customers, and manage customer communication and relationships
- Participates in monthly new hire patient experience orientation
- In conjunction with CNO and Director of Clinical Services, supports and drives patient experience improvements throughout MMC
- Be responsible for outage / non-outage parts planning, including requests for quotes, providing quotes to customers, placing / managing parts orders
- Oversee PS warranty and applicable commercial considerations, including concessions as they arise balancing maximum benefits for the customer and GE
3
Experience For Customer Satisfaction Manager Resume
- Be responsible for developing outage scope / communicating scope to FieldCore
- Be responsible for managing the Outage 360 process and processing of Change Orders
- Be responsible for all customer invoicing / credit memo processing
- Manage escalations and complaints through to completion, while ensuring management has visibility
- Consistent communications with clients ensures better understanding of customer needs and allow proactive measure to improve service
- Provide related training to plant teams to meet customer requirements
- Establish contact to provide on-going technical and business support to assigned customers
- This ensures that IT functionality identified by the business is implemented in a supportable manner
4
Experience For Senior Customer Satisfaction Specialist Resume
- Recommend, implement, and enforce policies and procedures for the department
- This ensures NGP IT policies and procedures are aligned with departmental and corporate goals and initiatives
- Coordinate NGP IT projects/tasks so they are completed on time and within scope
- This ensures successful delivery of projects and positively impacts NGP IT initiatives
- Think strategically and to lead
- Act as the interface with various external and internal stakeholders to maximize the value of our field service fulfillment and execution for
- Leads direction for all emergent / forced outage resolution
5
Experience For Manager, Customer Satisfaction Resume
- Establish “Pre” outage scope, obtain schedule and JCE, compare to standards to drive productivity in overall catalogue costs
- Lead / participate in “PRE” session to insure all standards / productivity methods are applied to outages
- Lead / participate in post outage P6 cost review, outage costs clearly bucketed to provide update to the catalogue
- Be responsible for KPI metrics for assigned portfolio and for customer strategy & intelligence
- Ensure all applicable technical documents such as TILs, SBs, etc. are received and understood by the customer
- Develop & own plan for oOEM growth
- Open / create events in Oracle Alpha OFS as required
- Be responsible for updating Field Service Portal (FSP) by progressing jobs from Oracle Alpha (OFS) and ICAM or creating manual jobs when necessary to ensure an accurate eighteen-month outage forecast
6
Experience For Customer Satisfaction Specialist Resume
- Be responsible for selling all flow-type services including Parts, FieldCore, Lease Engine from opportunity identification, quote preparation, order entry, demand placement, to sales conversion
- Lead lean outage workouts for major projects
- Work with NBAD Executive Management, Product Management, Product Development, Operations, Web Development, Production, Sales, Customer Service, Research and other internal and external stakeholders to identify key Customer Satisfaction initiatives
- Implement and monitor Customer Satisfaction KPIs for desktop, mobile devices and connected devices for services such as NBA LEAGUE PASS Digital, NBA Game Time, TNT Overtime, Mobile Web, TV Everywhere, Fantasy/Games, Social products and future products and enhancements
- Interface with individuals across ICF’s operating groups to facilitate their ability to effectively use business development systems
- Assist in reviewing customer satisfaction surveys, suggest changes in order to improve Key Performance Indicators (KPIs)
7
Experience For Director Customer Satisfaction Resume
- Work with stakeholders to set a baseline and targeted improvements for Customer Satisfaction KPIs. Lead teams to achieve these Customer Satisfaction KPI goals
- Coordinate ICF’s Client Satisfaction Survey, including participant list preparation, survey administration, data analysis, and results distribution. Interface with managers and above, providing support, training, and data management
- Proficiency in use of Microsoft Word, PowerPoint and Excel required
- Knowledge of large Customer Relationship Management systems required
- Plans, develops and maintains an effective organizational structure that ensures the selection, development, and motivation of qualified personnel throughout the departments’ various functions
- Static and dynamic evaluations of vehicle quality
- Research and analyze customer required dates against forecasted order shipment dates. Complete Root Cause Analysis (RCA) on all late orders and recommend changes
8
Experience For Area Manager Quality & Customer Satisfaction Resume
- Collaborate with service, purchasing and customer status follow-up and provide corrective action achieving 100% customer satisfaction requirements
- Provide customer and interdepartmental personnel status follow-up on orders, evaluate pending issues and address to ensure accurate order fulfillment
- Document procurement issues and concerns that impact order shipment dates
- Work with technical sales specialist on recommended spares issues that can be implemented to drive sales
- Analyze spares usage and recommend inventory and safety stock changes to improve customer satisfaction Key Performance Indicators (KPIs)
- Report to management shipment problems and causes of late shipments, dissatisfied customers and issues that impact the ability to deliver to the customer on time spares and repairs orders
9
Experience For Customer Satisfaction Command Center Specialist Resume
- Report to management dissatisfied customers issues and those that require immediate attention
- Able to work well in a highly energized environment, can handle distractions, works as a team player
- Able to understand basic knowledge of metal detectors and x-ray equipment beneficial
- Develop, manage and evolve the Copy and EasyTech Customer Satisfaction program for US Stores
- Drive customer satisfaction improvements across US Stores
- Identify improvement opportunities and program innovation using in-depth analytics, field input, internal/external customer research and insight vehicles, industry trends
- Serve as the customer service liaison at key meetings to represent the voice of the customer on cross functional projects
- Share customer service best practices across business units
- Willingness to travel up to 25% to include day and overnight
10
Experience For Global Customer Satisfaction Lead Resume
- Serve as SME for multiple strategic initiatives to provide customer readiness recommendations that manage and protect customer satisfaction and retention while meeting business needs
- Evaluate data to identify gaps in the delivery that are negatively impacting customer satisfaction and engagement and recommend new customer initiatives to bridge the gaps
- Support the work scope, pricing, and driving emergent work for major repair projects
- Be responsible for updating Field Service Portal (FSP)
- Management of performance and cross functional team leadership to exceed goals for each customer channel and customer touch point
List of Typical Skills For a Customer Satisfaction Resume
1
Skills For Customer Satisfaction Leader Resume
- Strong communication skills to all levels of the organization are mandatory
- Solid organizational skills and be ability to lead concurrent projects
- Directly related professional-level engineering and or quality management experience
- Maintain an orderly workflow according to priorities
- Experience with business analytics or project management in a customer facing role
- Oracle Business Intelligence Reporting applications experience or similar background is desirable
- Active participant on all patient experience councils, healing culture council, management group, customer satisfaction advisory council, etc
2
Skills For Customer Satisfaction Analyst Resume
- Related work experience in a retail or service related environment
- Strong quality background with Black Belt certification or equivalent
- Strong quality background with Black Belt certification or equivalent qualify certification
- Strong Data/ Analytics background
- Energetic self-learner with a passion for Customer Satisfaction, frictionless customer experiences, employee productivity, and continuous improvement
- Experience in customer service or comparable job set
- Improve internal customer service experience, create engaged customers and facilitate efficient IT service fulfillment
- Responsible for communicating customer experience performance and voice of customer across NA business leaders
- Reviewing outstanding customers' orders and updating customers and Safeline purchasing on lead time expectations
3
Skills For Customer Satisfaction Manager Resume
- Identifying new opportunities, making proposals for improvement, and looking for opportunities to reduce the costs of the customer’s total supply chain
- Gaining daily updates on these assignments to ensure order processing times are being kept to a goal of 2 hrs
- Managing and implementing the terms and conditions agreed with customers
- Drawing up performance reports and monitoring departmental results
- Working knowledge of IT service software (ServiceNow), databases (CMDB) and tools (SCCM, Casper)
- Participating in projects to optimise logistic processes in collaboration with the customer and/or various internal departments
- Supporting the development, implementation and application of the site policy
- Assisting Academy Bay Manaers when needed
- Ensuring that the appropriate systems, processes and policies are in place to measure and manage KPI’s
4
Skills For Senior Customer Satisfaction Specialist Resume
- Be responsible for establishing work scope and pricing for major planned work, ensuring all opportunities are discussed for Parts, Services and Repairs
- Be responsible for driving fulfillment 5 excellence including: EHS, Quality, Schedule, Productivity and Cost at assigned customer sites
- Coordinate with Sales to direct wing-to-wing project ITR management activities
- Lead the team that supports the CSAT technology landscape, including reporting, data analysis, Customer Satisfaction DB, survey tools
- Develop/ execute a roadmap to drive operational improvements and provide incremental CSAT service offerings (including MOS, Processes, Training and Tools)
- Be responsible for creating jobs within and updating Field Service Portal (FSP)
- Overall responsibility for all customer invoicing and credit memo processing
- Receive new unit hand-over from GPS post new unit Installation & Commissioning and administer service during new unit warranty period
- Proficient in Presentations, proficient in Power point including graphs
5
Skills For Manager, Customer Satisfaction Resume
- Enthusiasm, a passion for team working, results-oriented, and a ‘can do’ attitude
- More than 3 years’ Supplier Quality engineer background in manufacturing factory
- Assist in developing IT service procedures, policies and standards
- Engage with IT, HR and facilities to streamline the onboarding process
- Take ownership of the onboarding process
6
Skills For Customer Satisfaction Specialist Resume
- Be a driving force to optimize efficiency, service delivery, and client satisfaction levels
- Maintain and discuss current and upcoming technologies
- Proficient in problem solving – root cause analysis, 5 why, etc
- Familiarity with Quality Operating Systems
- Proficiency in use of Microsoft Word, PowerPoint, Excel and Visio (or other process mapping software) required
- Parts coordination for all electronic inbound orders and RFQ's, assigning these tasks to the appropriate proactive or reactive specialist
- Basic knowledge of the related professional discipline and understanding of the industry practices and standards
7
Skills For Director Customer Satisfaction Resume
- Proficient in business process design, performing cost benefit analysis, and trends
- Identify potential improvement and lead problem solving initiatives
- Be responsible for updating job specific tools
- Act as the primary OTR representative for the operating rhythm
- Oversee SP warranty and applicable commercial considerations, including concessions
- Be responsible for outage and non-outage parts planning order issues as they arise
- Properly place and direct or delegate opening / escalation of Service Now cases
- Manages daily operations of customer satisfaction and volunteer departments including staff of 27 and 1,000 volunteers 7 days/week
- Analyzes weekly HCAHPS and Press Ganey data for inpatient, outpatient , and ED including trends and opportunity recommendations
8
Skills For Area Manager Quality & Customer Satisfaction Resume
- Serve as a trainer, mentor and/or coach as assigned for newly hired and existing staff members to ensure service excellence
- Work directly with call center trainers, quality facilitators, supervisors and managers to determine training needs
- Aggressively pursue follow-up on pending customer satisfaction analysis requests
- Properly place and direct or delegate opening / escalation of Service Now (SN) cases
- Serve as primary contact for coordinating with PMO on all CM&U upgrades
- Between 25%and 50% day and overnight travel
- Strong written, verbal, and visual communication skills, and proven ability to influence and drive consensus at senior levels, and explain complex concepts in simple, layman’s terms
9
Skills For Customer Satisfaction Command Center Specialist Resume
- Up to 10% and 25% day and overnight travel
- Infrequent day and overnight travel as required
- Experience working in a highly collaborative environment where communication, sharing, and willingness to quickly adapt to changes in tasking and responsibilities is crucial
- Knowledge of Nuclear design, operations, and maintenance
- Cainment management in client plants (preference of assemblers)
- Follow up on product analysis returned by customers
- Customer service to address quality issues in assembly plants
- MS or PhD in a technical discipline and an MBA
- Management of OEM customer portals
10
Skills For Global Customer Satisfaction Lead Resume
- Availability of constant travel
- Familiarity with Transactional / Contractual Service Agreements
- Demonstrated ability to evaluate and recommend effective, contemporary solutions that align with the Honeywell Enterprise IT strategy and deliver exceptional user experiences
- Anticipate and execute action plans to proactively manage and drive change in an organization
- Lead investigators on root cause/corrective actions of customer complaints to ensure the resolution meets or exceed the expectations of our customers
- Take ownership of production part approval process document requirements and work with other functional groups to meet on time document submission to customers
- Five or more years of directly related professional-level
- Keep accurate records and document customer service actions and discussions
List of Typical Responsibilities For a Customer Satisfaction Resume
1
Responsibilities For Customer Satisfaction Leader Resume
- Set-up and maintain Business Intelligence (BI) infrastructure, Tableau, Alteryx, Sales Force, and Qualtrics survey tools, to be a super-user of the selected tools
- Foster and develop strong relationships with customers, be the single point of contact (SPOC) for customers and manage customer communication and relationships
- Working knowledge of Microsoft Office Tools (Word, Excel, Outlook)
- Express appreciation and understanding for customer concerns
- Participate in development of standard and tailored-made BI reports and systems enhancement
- Provide business case development and analysis
- Perform ad-hoc queries and data analysis when required
- Proficient with Microsoft Excel and Qualtrics, Tableau, Alteryx, and Sales Force
- Function as a liaison between internal and external organizations and for assigned customers and/or contracts, own the customer relationship, and contribute to the overall business strategy, reporting to a Service Director
2
Responsibilities For Customer Satisfaction Analyst Resume
- Be responsible for customer portfolio P&L, growth, KPI metrics, customer strategy and technical support
- Develop and own site customer communication plan, coordinate regular GE / Customer meetings to review existing and new GE products and define upcoming events to enable optimum resource planning
- Oversee and manage PS warranty and applicable commercial considerations including concessions as they arise balancing maximum benefits and satisfaction for the customer and GE
- Be responsible for developing outage scope and communicating scope to FieldCore
- Be responsible for outage and non-outage parts planning including requests for quotes, providing quotes to customers, placing/managing parts orders and addressing order issues as they arise
- Be responsible for creating jobs within and updating Field Service Portal (FSP) and manage the Outage 360 process, create events in Oracle Alpha OFS
3
Responsibilities For Customer Satisfaction Manager Resume
- Lead direction for all emergent / forced outage resolution
- Organize pre-outage, post-outage and outage milestone meetings
- Establish “Pre” outage scope, obtain schedule and JCE, compare to standards to drive productivity in overall costs, lead “lean outage workouts” for major projects
- Be responsible for all customer invoicing and credit memo processing
- Properly place and direct / delegate opening / escalation of Service Now (SN) cases and communicate all applicable technical documents to customers (TIL, SB, etc)
- Ensure adherence to procurement process (approval and oversight)
- Be responsible for On-Site Repairs and Part and Component Repairs performed in GRS including planning repair scope, requests for repair quotes, scheduling repairs and addressing repairs issues in the GE network
4
Responsibilities For Senior Customer Satisfaction Specialist Resume
- Be responsible for selling all flow-type services including Parts and FieldCore, from opportunity identification, quote preparation, order entry, demand placement, to sales conversion
- Foster and develop strong relationships with customers
- Act as the single point of contact (SPOC) for customers
- Be responsible for customer portfolio Profit & Loss and growth
- Oversee and manage the new unit (NU) warranty management system
5
Responsibilities For Manager, Customer Satisfaction Resume
- Act as the interface with various external and internal stakeholders to maximize the value of our field service fulfillment and execution for customers
- Be the direct access to all appropriate internal functions to support the customer
- Oversee Job Cost Estimator (JCE) proposals for assigned customers
- Liaise between internal organizations and customers for assigned contracts, own the customer relationship, and contribute to the overall business strategy
- Oversee Job Cost Estimator (JCE)
6
Responsibilities For Customer Satisfaction Specialist Resume
- Facilitate and execute on SPS Survey Strategy. Use Survey tool and Saleforce.com to execute surveys. If needed, conduct outbound phone calls to strategic / key SPS customers to collect feedback based upon a specific survey
- Represent the voice of the customer in internal business meetings to recommend changes in current processes and procedures
- Meet with business stakeholders on a regular basis to provide customer feedback and recommendations to better the customer experience as well as internal process improvement
- Assist with the creation and distribution of new surveys. Ensure feedback on business processes and expectations are gathered. Receive approval from stakeholders on survey format. Monitor response rates for survey success and addresses any issue that surface
- Assist in retention activities such as (but not limited to) cancellations, credit reviews, and customer health actions
7
Responsibilities For Director Customer Satisfaction Resume
- Investigate and respond to customer escalations directly, through social media, or any form of contact
- Gain a solid understanding and adapt quickly to SPS Commerce services, processes, customers and our philosophy and demonstrate continuing ability to adapt to a fast-paced, changing environment
- Knowledge of EDI (Electronic Data Interchange) is desired
- Maintain a professional relationship / image with all internal and external customers
- Review, recollect and trend / analyze data
- Offer creative suggestions and collaborate across departments to achieve company objectives
8
Responsibilities For Area Manager Quality & Customer Satisfaction Resume
- Manage warranty and customer returns to ensure proper evaluation, documentation, and corrective and preventive actions are completed on time
- Lead and facilitate customer based Exide plant audits and related follow up – preparation, participation, review and completion of actions, and communication with related plant staff
- Coordinate the data collection and report out for strategic customer required data reports
- Work in a team environment to problem solve customer concerns and complaints and link actions and outcomes to Control Plans, PFMEA’s, plant inspection points, and customer return processes
- Participate or conduct customer internal audits (system, process, and product)
- Understand customer requirements and areas of concerns
9
Responsibilities For Customer Satisfaction Command Center Specialist Resume
- Participate in new product development and process improvement activities, and related projects
- Report out on tests requested by customers
- Monitor and update KPI’s related to customers - PPM, warranty, non-conformances, claim status, etc
- Work within established policies, procedures, practices, and regulations
- Become the voice of Exide with strategic customers in quality related discussions
- Support and respond to strategic customer needs
- Serve as a liaison between internal / external organizations and for assigned customers, own the customer relationship, and contribute to the overall business strategy
- Develop and own site customer communication plan, coordinate regular GE / Customer reviews to review existing and new GE products / services that could provide value for the customer
10
Responsibilities For Global Customer Satisfaction Lead Resume
- Be responsible for On-Site Repairs / Part and Component Repairs performed in GRS, including planning repair scope, requests for repair quotes, scheduling repairs and addressing repairs issues in the GE network
- Own contract leadership and fulfillment, including all project deliverables and understanding the T&Cs and contract requirements
- Be responsible for selling all flow-type services, including Parts, FieldCore, Lease Engine from opportunity identification, quote preparation, order entry, demand placement, to sales conversion
- Manage Digital and Total plant solutions agreements and coordinate with functional groups
- Function as a liaison between internal and external customer organizations, own the customer relationship, and contribute to the overall business strategy
- Report to a Service Director and develop / own plan for growth
- Supply job scope to the appropriate parties
- Partner with Sales Manager to ensure customers are informed and knowledgeable of our products and services
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