Manager, Customer Experience Resume Sample
Kaylie Yost
249 Ulises Parkways,
New York,
NY
+1 (555) 664 9471
Work Experience
Manager, Customer Experience
04/2016
-
PRESENT
San Francisco, CA
- This job also requires alignment to Marketing & Strategy’s mandate to ensure that value is created for the Enterprise’s CE vision
- Sales & Margin
- Renewal rate of base
- Customer Retention Rate
- First line Service KPI; Customer Contract
- Partner with Director to successfully meet and exceed results in all Service Center Metrics; customer satisfaction, quality, employee relations, staffing, facilities, service levels, management development, training, process & procedures and management of multiple business lines
- Partner with Director to manage multiple projects simultaneously and work under stringent deadlines while meeting all other responsibilities
- Assist in coordination with various departments to ensure smooth functioning of the BPO operations
- Use all Call Center tools to effectively analyze data to manage performance at all levels
Manager Customer Experience
06/2011
-
02/2016
Los Angeles, CA
- Act as a liaison and interfaces cross-functionally to maintain communication between business group
- Travel both international and domestically to BPO partners and 1800flowers headquarters (15-20%)
- Demonstrated virtual team leadership capabilities
- Demonstrated ability to collaborate across an enterprise toward mutual success
- Capability and flexibility to meet customer/business demands and change drivers
- Demonstrated understanding of change management, the importance of it, approaches, key tasks and timelines
- Develop selling floor programs to drive selling engagement between sales associates and the customer. Champion sales associate selling behavior and coaching in stores
Manager, Customer Experience Center
06/2005
-
04/2011
Boston, MA
- Collaborate with internal partners to obtain relevant Product Knowledge for stores. Assist with Product Knowledge strategy and ensure all product knowledge tools are up to date. Drive store engagement with PK tools and champion importance of PK to internal partners
- Design and implement all store selling recognition programs including: Scorecard recognition, annual recognition events and other event-based ad hoc programs to motivate and recognize sales performance
- Leverage customer insights to develop customer experience strategy and ensure consistent and simple experiences across all touchpoints including customer care, self-service, website and social media
- Manage and lead customer experience initiatives, including leadership of NPS and PSC efforts and recommend enterprise solutions
- JDPower Champion and owner of consolidated results
- NPS Champion and Customer Experience Advocate
- Analyze NPS customer comments using Text Analytics reports to isolate key pain points
Education
Argosy University - Tampa Campus
2000 - 2004
Bachelor's Degree in Business
Professional Skills
- Work effectively with a wide range of decision-makers, from technical to marketing to service/sales individuals, strong diplomacy skills
- Strong analytical skills; demonstrated ability to use data to drive decision making
- Demonstrated experience working in customer experience and in service design working in a large commercial or government environment
- Strong leadership skills to develop and maintain a high performing team
- Commercially astute with strong problem solving and analytical skills
- Strong planning and organisation skills and be able to work independently
- Experience in a similar role with a proven track record of increasing responsibility and demonstrated success
How to write Manager, Customer Experience Resume
Manager, Customer Experience role is responsible for interpersonal, analytical, customer, presentation, leadership, retail, database, research, software, bpo.
To write great resume for manager, customer experience job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Customer Experience Resume
The section contact information is important in your manager, customer experience 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 Manager, Customer Experience Resume
The section work experience is an essential part of your manager, customer experience 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 manager, customer experience responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, customer experience position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Customer Experience resume experience can include:
- Excellent project management skills and experience in participating in cross departmental projects
- PC skills: Microsoft Office—Word, Excel, Access and/or other software/database skills
- Experience proving problem-solving skills and the ability to analyze processes, information and departmental structure(s)
- Excellent interpersonal and articulation skills including verbal and written communications
- Strong interpersonal skills and ability to communicate with all levels of staff and executive management
- Demonstrated ability to successfully manage projects and effectively communicate results
Education on a Manager, Customer Experience Resume
Make sure to make education a priority on your manager, customer experience resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, customer experience 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 Manager, Customer Experience Resume
When listing skills on your manager, customer experience 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 manager, customer experience skills:
- Excellent research and analytical experience with good communication and interpersonal skills and ability to manage a range of stakeholders
- Skilled negotiator with strong written and verbal communication skills
- Strong team player with excellent leadership and time management skills
- Effective analytical skills as demonstrated with efficiency in Microsoft Office tools
- Open minded and willing to embrace & drive changeGood communications and superb interpersonal skills
- Strong Leadership, communication, presentation, and program management skills
List of Typical Experience For a Manager, Customer Experience Resume
1
Experience For Manager Customer Experience Resume
- Strong public speaking skills and the ability to influence large groups
- Strong communication and presentation skills – sell value
- Advanced experience with successfully planning, organizing, managing, and implementing customer experience related programs
- Assist with designing the measurement of experience by customer segments, identifying areas of improvement in the global customer experience
- Responsible for the effectiveness of business operations and improving the overall customer experience
- Experience in customer experience and/or marketing role
2
Experience For Assistant Manager Customer Experience Resume
- A strong passion for and orientation toward providing an exceptional customer experience
- Able to prioritize & gracefully manage competing priorities to ensure deadlines are met
- Exceptional execution skills and the ability to think big while knowing when to be scrappy
- Design the Premium Check-in / Arrival Experience at HKIA and seek opportunity in extending similar experience to outports
- Superior quantitative and analytical skills, intellectual curiosity and a passion for achieving practical business impact
3
Experience For Manager, Customer Experience Center Resume
- Assist the Head of Customer Experience with the Customer Experience research projects involving external resources
- Establish end-to-end customer experience and key business process metrics to identify customer experience and process gaps
- Direct experience in communications, journalism, or customer experience
- Demonstrate ability to manage multiple projects and priorities
- Dynamic experience in customer experience, program management, customer product strategy, or customer operations strategy
4
Experience For Manager, Customer Experience Analytics Resume
- Develop CEM expertise (skills & competencies) and share best practices within the organization and retail network
- Analytical Skills – identify opportunities for improvement
- Negotiation Skills – secure buy in from all stakeholders
- Consolidate along with Business Intelligence to generate VOC insight reports to determine root causes and insights impacting the customer experience
- Designing, developing and documenting methods and procedures to consolidate and analyze unstructured data to generate actionable insights and solutions
- Experience in designing, deploying and analyzing quantitative and qualitative research, interpreting findings and developing a compelling insights narrative
5
Experience For Team Manager, Customer Experience Resume
- Good understanding of web application development including strategy, architecture, design, planning, implementation, testing, media etc
- Ensure organizational listening and response mechanisms are well-managed and effective including closed loop feedback
- Demonstrates a working knowledge of social media options that interrelate to incoming call activity and customer record self-management options
- Cultivate a strong functional understanding of the company, its clients, and its operating environment
- Accountable for improving the customer experience through driving a closed loop improvement cycle (feedback, measurement, analysis, change, assessment)
- Assist in developing new Uptime solutions for Volvo and Mack brands, promoting customer experience, profitability and loyalty
- Some experience working with humanoid robots
- Validate the integrity of R+F’s customer feedback data, ensuring credible results
6
Experience For Manager Customer Experience Reservations Resume
- Suggests and implements enhancements to existing processes and workflows to improve the customer experience
- Develop a deep understanding of Asurion clients and customers and identify opportunities to improve the customer experience and build customer loyalty
- Experience delivering complicated material in a simple fashion, in both written and verbal communications
- Lead client engagements which include customer experience management (CEM) for customer-facing products and services
- Monitor day to day progress of Customer Experience initiatives including the New Customer Program
7
Experience For Manager, Customer Experience & Operations Resume
- Coordinate Customer Experience related meetings/workshops/forums to ensure meeting/event objectives are met where such events are held
- Provide strategy direction and business ownership to digital customer experience including the website and social media
- Manage technical and data analysis in support of systems in production that are under the responsibility of the Customer Experience department
- Support technology and process improvements to ensure delivery of a customer experience consistent with the company’s overall vision
- Demonstrated ability to learn and use a sophisticated analytic software
- Improve the customer experience through our various communication channels
- Investigate and determine root cause of customer experience ‘pain points’ in communications and problem solve with other appropriate teams to resolve
- Help develop and deploy an overall customer experience focused communications strategy
- Represent an interest in technology and the general areas of business we operate in
8
Experience For Manager, Customer Experience Insights Resume
- Develop programs and influence the strategic direction of various high-impact projects that impact the dealer and customer experience
- Tracks NPS (Net Promoter Score) for customers with new prepaid products and identify the most impactful areas to improve the customer experience
- Develops models to quantify the impact of issues, establish targets, and drive prioritization of overall solutions
- Evaluates effectiveness of Digital Care and partner with Technology and Product organizations to drive meaningful change
- Assist with the coordination and execution of customer experience design workshops
9
Experience For Regional Manager, Customer Experience Resume
- Lead field customer experience expert team through managing customer related projects and continuously work with them as a coach
- Repeated experience partnering internally and with the customer to ensure customers’ technical and educational/curriculum health and growth
- Customer-focused, delivery oriented individual that demonstrates a willingness to take ownership to drive execution
- Manage analytics and communication of Customer Experience Survey and Mystery shopper results and develop plans for continuous improvement
- Provide input for system development and enhancement innovations to ensure the quality of the customer’s brand experience
10
Experience For Manager Customer Experience Iqos Resume
- Repeatedly demonstrates ability to establish and manage a cadence for reviews within the customer and Pearson teams
- Own targeted customer experience improvement pilots through incubation stage
- Knowledge of new technologies available to enhance airport experience
- A good balance between big picture strategy as well as attention to detail for administrative / coordination work
- Carry a strong sense of customer-centricity and service toward our internal customers
List of Typical Skills For a Manager, Customer Experience Resume
1
Skills For Manager Customer Experience Resume
- Excellent verbal, written and interpersonal communication skills within all levels of the organizational structure
- Brainstorm, develop and implement customer experience programs effectively through resource management and collaboration strategies
- Strong verbal, written and comprehension skills
- Experience with proven track record in customer experience management in large MNC ie. Financial Industry or Telco
- Able to work both independently and as part of larger team with strong inter-personnel skills
2
Skills For Assistant Manager Customer Experience Resume
- Excellent leadership, written and oral communication, interpersonal skills
- Relevant experience or demonstration of competency in applicable skills and knowledge
- Strong written and verbal communication skills across multiple disciplines and all levels of management/staff
- Programming and database skills including PC-based database tools (e.g. Access) or statistical analysis software (e.g. SAS, SPSS)
- Experience developing and implementing Customer Experience initiatives
3
Skills For Manager, Customer Experience Center Resume
- Business, financial, negotiation, influencing, organizational, project management, analytical, decision making, and influence management skills are required
- Strong capabilities in Qualtrics (including experience with advanced features such as Vocalize, Stats IQ, and Target Audience)
- Experience in a role focused on improving the customer experience
- Experience with BMO’s Commercial, Small Business Banking or Wealth Management offerings a strong asset
- Good interpersonal skill and creative
- Work experience in Customer Experience & Collaboration environment and solutions
- Exceptional problem solving capabilities combined with data analytics skills
- Established interpersonal and relationship management skills
4
Skills For Manager, Customer Experience Analytics Resume
- Highly proficient analytical skills with the ability to communicate analytical results
- Strong customer centric mindset with a good understanding of market research, product planning and management
- Strong interest in technology and passenger experience
- Expertise project management and presentation skills
- Manage a globally dispersed team effectively
- Building and maintaining effective long term relationships
- Understanding of Customer Experience and passion for F&B
5
Skills For Team Manager, Customer Experience Resume
- Experience with predictive modeling/machine learning/text mining and using advanced statistical techniques is highly desirable
- Experience tracking and analyzing metrics and generating reports
- Experience collaborating with and influencing peers
- Experience working with marketing channels and partners
- Experience developing reports, creating relevant metrics to deliver meaningful insights
- Extensive experience defining and transforming B2B or B2C customer sales or service across interaction channels (e.g., digital, retail, agent models)
- Established track record of executing on high-priority projects and improving operational performance
- Understand how IT transformation can bring value to the business: Customer experience, User Adoption, The workplace of the future..
6
Skills For Manager Customer Experience Reservations Resume
- Experience with marketing automation platforms like Adobe or Sitecore
- Experience in developing business to business and/or digital to consumer tools and strategies
- Lead cross-functional team (Brand/CE/MABI/Agency) to design and implement ideal customer experience aligned to journey phases and strategic messaging strategy
- Hands-on experience in responsive layout programming / RESTful design / Mobile development is preferable
- Experience in supporting strategic business plans and projections are required
- Manages the Manager on Duty program to ensure that associates are actively engaged in providing a positive customer experience
- Provide compelling and meaningful recommendations to partner teams in support of the customer experience
- Management, retail, sales, or marketing experience is desirable
- Experience interacting with all levels of management/staff and across the organization
7
Skills For Manager, Customer Experience & Operations Resume
- Experienced working in a fast-paced environment with the ability to multi-task
- Work closely and collaboratively with all North American departments within ARI to bring awareness of, and value to, the Customer Experience Initiative
- Experience in a fast paced startup environment
- Connect with others, cross-departmentally in support of the requirements of the Customer Experience Initiative
- Strong knowledge of digital technologies and applications
- Strong knowledge of customer service processes
- Tertiary qualifications in business, design or a relevant creative field, or equivalent experience
- Veto research which lacks reliability and validity and/or does not adhere to market research industry or professional standards
8
Skills For Manager, Customer Experience Insights Resume
- Experience in process improvement
- Knowledge of LEI program or similar customer experience index programs and measurement
- Team player who confidently develops strong relationships internally and externally, but can successfully work independently
- Strong business and financial acumen with the ability to manage and track budgets
- Passion for the Customer and deep expertise in Customer Experience
- Define product requirements and ensure consistency in product specification and inflight experience
- Good Computer Tools knowledge – MS Excel, PowerPoint, Word, and Project
- Translate problems and new concepts into intuitive and meaningful user experiences
9
Skills For Regional Manager, Customer Experience Resume
- Develop strategy to enhance alignment and synergy between inflight and lounge F&B proposition for best overall satisfaction and cost effectiveness
- Command of spoken English and strong in written/verbal communication
- Develop reports and metrics to drive customer experience improvements across countries
- Partner with internal stakeholders to define and update priorities
- Assist with the identification of external new technologies, products and capabilities aligned to business strategy and priorities
- Responsible & accountable to transform customer experiences via
- Models and holds team accountable for outstanding customer service; demonstrates WORTH behaviors consistently
- Oversees the checkout experience and sell floor standards
- Execute against initiatives and development efforts to ensure customer experience programs meet goals
10
Skills For Manager Customer Experience Iqos Resume
- Leverage data and feedback to identify opportunities to improve or expand the customer experience
- Investigate and determine root causes of customer experience ‘pain points’ and problem solve with other appropriate teams to mitigate adverse impact
- Customer Experience, Design and Delivery
- Experience in the service industry
- Previous experience in an analytics function
List of Typical Responsibilities For a Manager, Customer Experience Resume
1
Responsibilities For Manager Customer Experience Resume
- Demonstrate excellence in friendly customer management skills with frequent phone interactions
- Five years professional experience with wireless industry experience, and/or prepaid payment products and billing
- Proven track record in producing strong results in end-to-end execution and rollout
- Drive focus, prioritization, action and accountability for addressing the organization’s most impactful client and partner experience opportunities
- Proven team leader with a track record of team development and driving strong performance within a diverse team
2
Responsibilities For Assistant Manager Customer Experience Resume
- Great stakeholders management skills
- Prior domain experience in HR shared services/service centre in a multi- national organisation
- Collaborate and effectively utilize available resources across interdisciplinary teams to drive results
- Working on the key priorities established for the team and ensuring on-time delivery by taking leadership role in the change management process
- Overseeing day-to-day activities of a Digital Experience Customer Care team
- Experience using data analysis tools and using analysis to form action plans and/or insights for recommendations
- Experience in management consulting (internal or external), retail banking or similar fields
- Excellent oral and written communication, including the ability to develop and articulate key presentations to a broad range of individuals
- Thorough knowledge and experience in activating CX / VOC programs via CX Platforms ie: Confirmit, Qualtrics, Medallia etc
3
Responsibilities For Manager, Customer Experience Center Resume
- Good track record working with major clients
- Continuous development and improvement of self service applications for airports to facilitate enhancing the airport experience
- Has repeatedly demonstrated ability to influence through persuasion, negotiation, and consensus building
- Customer sales and service orientation and a strong understanding of retail branches
- Strong understanding of lean concepts and the ability to leverage this knowledge to resolve issues and improve processes
- Experience servicing enterprise level communication systems such with IT, telecom, wireless technology or hospital systems
- Develop and help build an outstanding team that creates a world-class direct-to-consumer support experience for a brand-new women’s brand
- Strong product management knowledge from telecommunications environment or online/digital provider
- Service Excellence / Customer Experience Certification
4
Responsibilities For Manager, Customer Experience Analytics Resume
- A passion for great design and someone who has a view on what great ‘design’ means; and equally how this drives great customer experience
- Develop a technology road map for Customer Experience Management (CEM)
- Identify and properly address the requirements for process improvements in order to enhance customer experience
- Collaborate with key stakeholders to drive the customer experience through improved processes and problem resolution
- Prioritization - optimise deployment of resources
- Maintain a customer focus in order to design and deliver an experience and advocacy plan that addresses critical customer needs and drives lifetime value
- Work across the organization to ensure we have an exceptional customer experience for current products and future products
- Able to define and prioritize detailed task assignments with only general strategic direction
- Experience with track record in Customer interface (Sales or Service) roles
5
Responsibilities For Team Manager, Customer Experience Resume
- Customer service, operations and management experience
- Effective and amicable collaboration with multidepartment teams
- Prioritize and problem solve in a fast paced environment
- Evaluate emerging customer experience trends and technologies for consideration
- Leverage data and voice of the customer information to analyze successes, failure points and prioritize required actions as needed
6
Responsibilities For Manager Customer Experience Reservations Resume
- Experience at a management level
- Multi-task within many parallel priorities
- Represent the Customer Experience team on projects and initiatives as business owner; influence and align teams to the CE strategic vision
- Understanding of business operating systems, materials management concepts, inventory planning practices and vendor management
- Predicting customer intent and supporting overall strategy
- Responding to escalated inquiries and/or complex case situations
- Planning: an ability to think ahead and plan long term
- Understanding of call center operations, technical support practices, and online self-help techniques
7
Responsibilities For Manager, Customer Experience & Operations Resume
- Understanding of the car rental market segment and its drivers
- Staying attuned to the various initiatives across the organization to understand impacts to CE programs underway
- Ensures quality delivery of customer service by overseeing the monitoring process, as well as providing employee development
- Provide ongoing support to team in evaluating and testing system enhancements
- Oversee the status tracking of continual improvement projects and ensure alignment with addressing key focus areas stemming from NPS and customer feedback
- Participates in recruiting, selection, and orienting new employees to the Reservations team
8
Responsibilities For Manager, Customer Experience Insights Resume
- Work with clients to help them grow by gaining insightful information on the market and customers using an unmatched combination of innovative approaches
- Collaborate with clients and client teams on survey creation, ongoing maintenance, and reporting requirements
- Well organised and capable of working on multiple projects simultaenously Willing to travel overseas
- On-going analytics monitoring of passenger usage
- Deep understanding of UX methodologies including user flow and customer research methodologies
9
Responsibilities For Regional Manager, Customer Experience Resume
- Assist in development of training, marketing and communication materials to support new F&B proposition
- Understand customer behavior and agent performance using text mining analytics
- Drives the planning and execution of sales events and company sales-building programs
- Exemplify the CX mindset and methodology through internal communications, training and development opportunities and customer storytelling
- Innovates by introducing and documenting new ideas & logical practices
- Define the requirement of fast track CIQ/Security-check services worldwide; conducting benchmarking and cost analysis
10
Responsibilities For Manager Customer Experience Iqos Resume
- Problem Solving – coach on driving change
- Develop scripting for internal IVR and voice messages and provide corresponding voice recordings
- Write chat and email communications for customer-facing messages following internal guidelines for style, usage and quality
- Direct and participate in planning activities related to the preparation of operating and capital budgets and forecasts of operations
- Establish monitoring and reporting to assure capital budget goals are met
- Practices in an instructional/learning setting
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