LiveCareer-Resume

customer communications manager resume example with 5+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Dedicated Customer Service Specialist with 7 years of experience covering external and internal communications. Known for exceptional organization and prioritization skills to manage multiple, concurrent projects. Personable, solid team player with upbeat, optimistic attitude and proven skill regarding communication development and advocating for emotional intelligence. Compassionate regarding my priority in my career, in which I may adept at using innovative techniques for the overall well being of my clients.

Skills
  • Product Development
  • Communications Strategy
  • Brand Management
  • Facilitating Focus Groups
  • Communications Leadership
  • Fluent in Spanish and English
  • Customer Service
  • Training & Development
  • Friendly, Positive Attitude
  • Organizational Skills
  • Problem Resolution
  • Reliable and Trustworthy
  • Tutoring and Counseling
  • Behavioral/Cognitive Skills Development
  • Positive Reinforcement
  • Online Teaching
  • Sales Techniques
  • Verbal and Written Communication
  • Hiring and Training
  • Time Management
Education and Training
Miami Dade College Miami, FL Expected in 11/2018 : Herpetology - GPA :
Robert Morgan Educational Center Miami, FL Expected in 06/2017 High School Diploma : - GPA :
  • Magna cum laude graduate
  • Honor Roll 2016-2017
  • 4.0 GPA
Experience
Ibm Corporation - Customer Communications Manager
Reston, VA, 02/2021 - 02/2022
  • Partnered with internal business stakeholders, subject matter experts and thought leaders to develop internal and external content to highlight purpose-driven projects and unique culture.
  • Managed multiple projects and tasks simultaneously while managing our client expectations.
  • Produced internal newsletter and employee communications to keep our personnel informed of corporate events and programs.
  • Gathered and analyzed market data to influence our business decisions.
  • Offered programs/classes weekly for our continuous education courses, topics ranging from English lab to North American culture, and how to manage clients according to agreeable/neurotic/conscientious scale.
  • Trained waves of newly hired agents, classes ranging from 10 to 25 new hires. Metrics ranging from 1 to 5, always remained in 4 to 5 percentage quartile.
  • Held interviews for new waves, attrition percentage from each wave remained below 10% due to the manner in which I conducted the interviews.
Prime Inc. - Customer Technical Support Analyst
Joliet, IL, 05/2020 - 02/2021
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Supported customers with online billing, access and account issues.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Utilized automated systems to manage and track customer inquiries through to completion.
  • Informed senior leadership of product development issues discovered via technical support calls with customers.
  • Managed customer system updates, informing clients of installation progress stages.
  • Maintained helpdesk and maintenance activities between customer calls and vendor interactions.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Employed Freshdesk, Zendesk, Salesforce and other ticket support systems.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Trained other technologists and support professionals to provide professional development and skill enhancement.
  • Handled high-intensity calls regarding code red situations such as; home break-ins, domestic violence, suicide prevention, sexual violence/abuse.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
Regal Cinemas Corporation - Spa Receptionist
Medina, OH, 03/2018 - 07/2019
  • Received phone calls to assist customers in scheduling, rescheduling or canceling appointments.
  • Managed complex schedules and travel arrangements for personnel.
  • Greeted guests and members upon arrival to create positive first impressions.
  • Coordinated front desk operations and diligently helped in-person visitors and callers with knowledgeable assistance.
  • Offered guests complimentary beverages and reading materials while waiting for scheduled appointments.
  • Inputted client information into booking system accurately and completely to chart sales metrics.
  • Advised customers of seasonal promotions to create rapport and improve sales.
  • Organized online bookings and processed online payments using the MindBody system.
  • Addressed return customers by name to develop customer-company relationships.
  • Suggested membership programs for frequently returning customers.
  • Succeeded in being employee of the month for two months straight due to securing over 40 memberships in that time period.
  • Offered pre-information of our packages according to the data they provided on their client consultation chart, to allow more table time for the massage therapists.
  • Head SCSS trained in managing difficult client situations, knowledgeable in client de-escalation and compromising for a symbiotic, client-employee solution.
Jams Arbitration, Meditation, And Adr Services - Movie Theater Employee
Walnut Creek, CA, 12/2017 - 03/2018
  • Took misplaced customer items to lost and found areas and reported complex issues to supervisors.
  • Distributed refunds, promoted theater merchandise and issued gift cards.
  • Provided information regarding show times, new releases and upcoming movies and trailers.
  • Answered customer questions and concerns regarding tickets, pricing and promotions.
  • Organized lines, lobbies and promotional material for major movie releases.
  • Performed ushering duties and assisted handicapped customers with seating.
  • Patrolled hallways and movie rooms during show times and performed security procedures.
  • Collected and took out garbage from concession stand and bathroom bins.
  • Maintained safe and clean atmosphere, contacting appropriate staff to handle spills or incidents.
Pressxpress - Assistant Manager
City, STATE, 08/2015 - 12/2017
  • Unloaded and folded clean laundry from dryers and stored in appropriate areas.
  • Disinfected equipment and supplies, using germicides and steam-operated sterilizers.
  • Adhered to safety practices to decrease laundry-related accidents.
  • Cleaned machine filters and lubricated equipment.
  • Collected soiled linens and clothing and delivered clean loads by using carts.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Interacted pleasantly with clients and guests when performing daily duties.
  • Reviewed employee performance and devised improvement plan to achieve goals.
  • Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
Languages
Spanish :
Full Professional
Negotiated :
English :
Native/ Bilingual
Negotiated :

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Resume Overview

School Attended

  • Miami Dade College
  • Robert Morgan Educational Center

Job Titles Held:

  • Customer Communications Manager
  • Customer Technical Support Analyst
  • Spa Receptionist
  • Movie Theater Employee
  • Assistant Manager

Degrees

  • High School Diploma

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