customer experience analyst resume example with 17+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Qualified Customer Service Manager offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions.
Highlights
Dedicated to process improvement
Strong problem solving ability
Proficient with Microsoft Office Suite
Meticulous attention to detail
Focused on customer satisfaction
Talent development
Skilled multi-tasker
Training and development
Accomplishments
Developed On Boarding Training with New Hires for the Quality Team
Streamlined operational processed to increase efficiency with our Contact Center Agents.
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Experience
2012 to CurrentCustomer Experience AnalystHorace Mann Educators Corporation | Springfield, IL,
Successfully managed the activities of [number] team members in multiple locations.
Created training manuals targeted at resolving even the most difficult customer issues.
Directed strategic initiatives to achieve & surpass company goals.
Successful completion of company provided Customer Experience training with overall pass rate of 95%.
Developed and Facilitated the On Boarding Quality Presentation to New Hires.
Monitored the daily activities of 150 customer support teams.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Provided detailed monthly departmental reports and updates to senior management.
2009 to 2012Customer Service RepresentativeLaz Parking | Beverly Hills, CA,
Achieved Sales and Quality Goals.
Able to mentor new hires and provide support.
Assisted with facilitation of new hires.
Fielded an average of 25 customer service calls per day.
Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
Trained new employees on company customer service policies and service level standards.
2007 to 2009Lead TellerPremier Federal Credit Union | Belmont, NC,
Assisted with account discrepancy and correction of flagged accounts and Fraud.
Sales Experience with recognized achievements (surpassed quarterly goal of 1200 units).
Recognized achievements in Quality with Customer Feedback.
Managed Staff to ensure that ratios are met; created daily reports; teller transnational monitoring.
Achieved proper compliance and accurate executive level reporting.
2004 to 2007Quality Supervisor Keurig Dr Pepper | Lake Worth, FL,
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Developed analytical reports to reflect performance; produced daily contact center reports.
Consulted with clients and Operations Manager to evaluate calibration sessions.
Created and Implemented Action Plans for Customer Satisfaction Feedback.
Monitored agents to ensure that exceeds quality of work produced.
Implemented an internal Quality calibration session to ensure program compliance.
Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
Provided detailed monthly departmental reports and updates to senior management.
Education
Expected in 2017 to to Associate of Applied Science | Business ManagegmentCollege of Southern Nevada, Las Vegas, NVGPA:
Coursework in Marketing, Business Management and Communication, and Psychology
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