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client experience specialist resume example with 6 years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the start-up technology industry looking to begin a legal career. Strengths include writing and proofreading, proficient research capabilities, and organizing information. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Accomplishments
  • First person in Customer Support to receive prestigious SAP Ariba WOW award for outstanding company contributions.
  • Facilitated successful call calibration sessions to standardize communication processes with customers, boost customer engagement outcomes, and identify commonalities or trends in customer complaints and/or issues.
Skills
  • Writing and editing
  • Scheduling/Planning
  • Detail Oriented
  • Verbal communication
  • Correspondence
  • Analytical skills
Work History
08/2019 to 03/2020
Client Experience Specialist Bok Financial Katy, TX,
  • Drafted correspondence and onboarding documentation requests and disseminated materials to appropriate internal teams.
  • Managed client accounts and records, observing confidentiality and extreme discretion.
  • Implemented marketing strategies and innovative ideas using social media to attract new clients.
  • Conducted direct marketing calls and emails to organic agriculture growers and retailers for promotion of new fungicides and herbicides.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Key Contributions: Functioned as liaison between company and client by servicing client orders via inbound calls, de-escalating client concerns or issues, and managing totality of client onboarding, order creation, and invoice process to provide dynamic customer service experience, resulting in sustained recognition and reliability of TKXS brand.

05/2016 to 12/2018
Quality Analyst City Of Hope Valencia, CA,
  • Handled and followed-through on all critical inter-departmental escalations related to Avidxchange services to increase customer retention rates.
  • Conducted research into issues such as payment errors, compiled information and prepared summaries of escalation results.
  • Reviewed, edited and proofread drafts of documents sent to clients for proper grammar, spelling, punctuation and formatting.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
  • Crafted training materials and ran on-boarding sessions to train incoming AvidXchange Payment, APD, and JIT team members.
  • Scheduled and coordinated monthly call-calibration meetings between Quality Assurance team and Team Leads.

Key Contributions: Awarded 3rd Quarter Team VIP Award (2017) for outstanding performance results. Executed a root cause analysis to identify areas of opportunity and recommended data-driven process improvements in an effort to determine our next steps, ultimately improving internal performance results.

10/2015 to 05/2016
Customer Care Specialist Quench Usa Raleigh, NC,
  • Adhered to privacy laws to avert possible information breaches and protect client data.
  • Helped with intake of new Duke energy clients by setting up residential and commercial electricity accounts and documenting important information.
  • Methodically examined customer accounts by effectively responding to questions, engaging in the research process, and analyzing account notes to appropriately assist customers with billing or service connections.
  • Developed positive working relationship with customers and internal colleagues.

Key Contributions: Operated as a Duke Energy ambassador by employing authentic and compassionate communicative methods to gauge customers’ energy habits and offer recommendations associated with sustained energy saving practices. Provided a premier customer service experience by intently listening to clients, anticipating their needs, and communicating solutions in order to appropriately mitigate client grievances while adhering to quality standards. Consecutively received perfect scores for quality assurance call audits.

10/2012 to 01/2015
Quality Manager Covance Ewing, NJ,
  • Kept up-to-date on client escalation case progress by frequently reviewing available records and reporting findings to clients.
  • Handled electronic Knowledge Base filings and coordinated team activities.
  • Participated in professional development initiatives for consistent improvement and up-to-date knowledge of emerging trends and best practices.
  • Transcribed bi-weekly team meetings.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Produced documents such as Standard Operating Procedures.
  • Improved quality processes for increased efficiency and effectiveness.

Key Contributions: Audited scoring analytics and compiled department data to measure trends, assessing breaches in quality standards and Ariba guidelines in order to correct errors in real-time through training and accountability metrics. Achieved and maintained perfect scores on all call quality audits.

Education
Expected in 12/2020
Master of Arts: English
North Carolina Central University - Durham, NC
GPA:
Expected in 04/2011
Bachelor of Arts: Criminal Justice
University of Pittsburgh-Greensburg - Greensburg, PA,
GPA:

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Resume Overview

School Attended

  • North Carolina Central University
  • University of Pittsburgh-Greensburg

Job Titles Held:

  • Client Experience Specialist
  • Quality Analyst
  • Customer Care Specialist
  • Quality Manager

Degrees

  • Master of Arts
  • Bachelor of Arts

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