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Customer Experience and Engagement Leader Resume Example

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CUSTOMER EXPERIENCE AND ENGAGEMENT LEADER
Professional Summary

Talented at identifying customer needs to deliver effective solutions. Analytical, strategic-thinking and meticulous sales professional with over twelve years of comprehensive experience in relationship-building, partnership cultivation, top account retainment, and profit channel growth. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.

Work History
Customer Experience and Engagement Leader, 04/2019 to CurrentCompany Name - City, State
  • Use product knowledge, sales abilities, and customer relations skills to drive substantial foot traffic and sales increases in gardening merchandise and plants.
  • Delivered engaging sales presentations to new and existing clients, explaining technical information in simplified language to promote features and increase client base.
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
  • Increased social media following by 10% in nine months to drive major business initiatives, including increased customer retention, events, sales, online presence, brand awareness, and social media traffic.
Business Analyst Associate / Financial Analyst /Accountant, 08/2013 to 12/2018Company Name - City, State
  • Responsible for creating the best customer experience for 100k+ students at the largest public university in the country through ensuring precise billing and financial statement reporting over $1 Billion in tuition revenue.
  • Handled internal and external inquiries and complaints submitted by students, finance director, and other department heads, providing outstanding customer service when resolving issues.
  • Spearhead implementation of processes to streamline tuition and fee testing and continue to direct the testing process to increase preciseness of student billing.
  • Prepared detailed reports weekly on updates to project specifications, progress, identified conflicts and team activities.
  • Worked closely with software development and testing team members to design and develop robust billing solutions to meet client requirements for functionality, scalability and performance.
  • Consulted regularly with internal customers on application development project status, new project proposals and software-related technical issues.
  • Took active role in company growth by consistently providing quality customer service to promote growth and retention.
  • Fostered client retention by providing efficient service.
  • Established planning objectives for projects by identifying key issues, approaches and performance metrics.
  • Delivered completed projects on time by prioritizing multiple tasks.
  • Orchestrated projects within strict timeframes and budget constraints by employing critical thinking to solve complex problems and working closely with senior leaders.
  • Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
Senior Accountant / Consultant / Accountant, 06/2009 to 08/2013Company Name - City, State
  • Increased client satisfaction and repeat business through relentless pursuit of resolutions to problems arising from dated technology, protecting company reputation and loyal client base.
  • Analyzed current business plan, identified inefficiencies in existing finance and technology processes, and tracked performance following implementation of improvements.
  • Engaged client executives to assess strategic business needs and challenges and translate business strategy into human capital opportunities with business impact.
  • Cultivated and nurtured relationships with customers in strategic vertical markets to support ongoing definition of differentiated product value.
  • Initiated IT projects and reporting metrics that enhanced company image, strengthened relationships with clients, the board of directors and staff, increased productivity and provided greater organizational transparency.
  • Maintained financial activity for over $110 Million in assets comprised of 450+ funds.
  • Oversaw and streamlined general ledger, accounts receivable and accounts payable entries and processes.
  • Increased efficiency and precision of month-end close for all funds, including the reconciliation of all asset and liability accounts and supporting schedules.
  • Handled month-end and year-end end finances by managing and reporting fixed assets and other data.
  • Performed advanced reviews of business operational trends and expected obligations to prepare accurate forecasts.
  • Wrote financial statements and consolidations after reconciling general ledger accounts.
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
  • Developed, updated and maintained database of existing and potential customers in PeopleSoft.
  • Collaborated with cross-functional teams to identify ways to improve services for clients.
  • Collected requirements from end-customers and business partners for product upgrades, added features and new product development.
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
  • Saved $[Amount] by researching and implementing [Type] cost-saving initiatives and creating fresh new approaches to long-standing problems.
Accountant, 08/2011 to 03/2012Company Name - City, State
  • Prepared and analyzed financial statements, budgets and forecasting models for the CFO and Controller.
  • In charge of the financial aspect of state grants' budgets, monthly activity, and reimbursement funding.
  • Assisted with the audit, created documentation, test samples and supporting schedules.
Education
MBA, Business Administration, 2018
University of Arizona, Eller College of Management - City
  • Awarded Beta Gama Sigma Honor Society
  • Elected to Director of Activities for Evening MBA Student Association in 2017
  • Graduated with 3.9 GPA
Bachelor of Science, Business Administration, Finance, 2007
California State University - Sacramento - City, State
Skills
  • Microsoft Office Suite, Oracle, PeopleSoft, Salesforce
  • Top-rated sales performance
  • Strategic partnerships
  • Business development
  • Account management
  • Change management
  • Customer service
  • Financial statements expertise
  • Strategic event planning
  • Negotiation skills
  • Brand management
  • Financial and operational reporting
  • Cost reduction and containment
  • Marketing analytics
  • Promotion tactics implementation
  • Social media management
  • Risk mitigation planning
  • Team leadership and direction
  • Performance monitoring
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Resume Overview

School Attended

  • University of Arizona, Eller College of Management
  • California State University - Sacramento

Job Titles Held:

  • Customer Experience and Engagement Leader
  • Business Analyst Associate / Financial Analyst /Accountant
  • Senior Accountant / Consultant / Accountant
  • Accountant

Degrees

  • MBA , Business Administration 2018
    Bachelor of Science , Business Administration, Finance 2007

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