Customer Experience And Engagement Leader resume example with 11+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

CAREER SUMMARY Results-driven leader transforming companies through innovative financial and technological changes that enhance the overall customer experience. With over twelve years of experience at retail, higher education, and non-profits it brings a balanced perspective between financial knowledge, relationship building, and digital transformations. MBA graduate from the University of Arizona receiving the highest award of Beta Gamma Sigma Honor Society. Self-starter who is long known for being organized, efficient, deadline-driven with strong communication skills. Service-oriented Sales Manager with more than [Number] years of experience developing relationships and partnerships, servicing accounts and boosting profits. Strategic and analytical with motivational leadership style and expertise in building new network connections, promoting products and expanding territories. Experienced [Job Title] well-versed in developing performance-oriented cultures devoted to continuous improvement and revenue growth. Results-focused leader with proven success in maintaining long-term growth. Excels in building long-lasting, productive client relationships to boost customer numbers and market share. Analytical, strategic-thinking and meticulous sales professional with over [Number] years of comprehensive experience in relationship-building, partnership cultivation, top account retainment and profit channel growth. Self-motivated leader with expertise in expanding network connections, persuasively introducing products, implementing pricing models, inventory control and projections, vendor relations and territory development. Talented at identifying customer needs to deliver effective solutions. Goal-oriented manager with distinguished experience in [Type] industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.

  • Microsoft Office Suite, Oracle, PeopleSoft, Salesforce, FIMS
  • Budget analysis
  • Change management
  • Forecasting
  • General ledger accounting
  • Customer service
  • Interior and exterior displays
  • Database administration
  • Financial modeling capability
  • Data modeling
  • Statistic analysis
  • Financial statements expertise
  • Implementing security programs
  • Data mapping
  • Needs assessments
  • Web-based reporting tools
  • Business process mapping
  • Operational assessments
  • Strategic partnerships
  • Business development
  • Account management
  • Strategic event planning
  • Operations analysis
  • Business Administration
  • Negotiation skills
  • Business analysis
  • Top-rated sales performance
  • SQL and databases
  • Brand management
  • GL account management
  • Financial and operational reporting
  • Adobe software
  • Strategic financial planning
  • Advanced financial analysis
  • Self-directed mindset
  • Risk investment analysis
  • Cost reduction and containment
  • Marketing analytics
  • Strategic planning
  • Promotion tactics implementation
  • Online marketing strategies
  • Online presence monitoring
  • Social media management
  • Risk mitigation planning
  • Team leadership and direction
  • Performance monitoring
Work History
04/2019 to Current Customer Experience and Engagement Leader Apptopia | Boston, MA,
  • Use product knowledge, sales abilities, and customer relations skills to drive substantial 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.
08/2013 to 12/2018 Business Analyst Associate / Financial Analyst /Accountant Arizona State University | City, STATE,
  • Responsible for creating the best customer experience for 100k+ students at the largest public university in the country through accurately creating, reviewing and maintaining tuition and fees to ensure precise billing and financial statement reporting over $1 Billion in tuition revenue.
  • Provided timely resolutions to student, department and college inquiries about university tuition and fees.
  • Spearhead implementation of processes to streamline tuition and fee testing and continue to direct the testing process to increase preciseness of student billing.
  • Improved emergency resolution processes to save time.
  • Handled internal and external inquiries and complaints submitted by students, finance director and other department heads, providing outstanding customer service when resolving issues.
  • Performed calculations and statistical analysis on over $1 Billion in tuition revenue.
  • Used Peoplesoft to query data, create reports, and recommended courses of action to upper management.
  • Helped to plan, coordinate and oversee software testing and implementation projects.
  • Improved financial status by analyzing results, monitoring variances and recommending actions to [Job title]s.
  • Collaborated with developers and performance engineers to enhance supportability and identify performance bottlenecks.
  • Performed regression and system-level testing to verify software quality and function prior to release.
  • Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
  • Interfaced with cross-functional team of business analysts, developers and technical support professionals to determine comprehensive list of requirement specifications for new applications.
  • Implemented innovative systems for data collection, storage and management of customer orders.
  • Stored, retrieved and manipulated data for close analysis of [Type] database performance across [Timeframe] period.
  • Rapidly prototyped new data processing capabilities to confirm integration feasibility into existing systems.
  • Developed code fixes and enhancements for inclusion in future code releases and patches.
  • Built, tested and deployed scalable, highly available and modular software products.
  • Coordinated technical requirements for projects with all internal and external stakeholders.
  • Prepared detailed reports [Timeframe] 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 [Type] 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.
  • Modified existing [Type] software to correct coding errors, upgrade interfaces and improve overall performance.
  • Took active role in company growth by consistently providing quality customer service to promote growth and retention.
  • Educated key personnel in appropriate production methods to achieve expectations and meet quality control standards.
  • Produced [Type] and [Type] reports each [Timeframe], updating customers and senior leaders on progress and roadblocks.
  • Performed detailed assessments of risks to determine constraints and develop mitigation strategies.
  • Created full-fledged implementation plans, accounting for ROI, cost-benefit and other analyses.
  • Closely collaborated with project members to identify and quickly address problems.
  • Drove team success through shared vision and recognition of quality performance.
  • Oversaw projects for [Industry] by planning, designing, [Task] and scheduling.
  • Boosted revenues by coordinating and executing [Type] projects and growing inventory diversity.
  • Fostered client retention by providing efficient service.
  • Resolved challenges and increased by supervising emergency issue resolution strategy.
  • Established planning objectives for projects by identifying key issues, approaches and performance metrics.
  • Delivered completed projects on time by prioritizing multiple tasks.
  • Provided accurate, detailed quantity take-offs from project drawings and technical specifications.
  • Promoted adherence to quality standards by educating [Job title]s on quality control.
  • Decreased production downtime by accurately scheduling [Task].
  • Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
  • Supervised team members engaged in administering complex IT infrastructure.
  • Organized and directed operations, including inventory oversight and ordering, workflow management and supervision of production.
  • Increased savings by initiating and fostering relationships with vendors to communicate on problem-areas and work closely to resolve.
  • Effectively supervised staff of [Number] personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Maintained schedules to ensure that key milestones were being met at every phase.
  • Collaborated with team members to develop, identify and accomplish assigned goals and objectives.
  • Enforced alignment of project strategy with business objectives and made modifications to promote efficient project completion.
  • Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination for [Type] projects.
  • Orchestrated projects within strict timeframes and budget constraints by employing critical thinking to solve complex problems and working closely with senior leaders.
  • Increased customer satisfaction through adherence to all quality standards and customer requirements.
  • Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
06/2009 to 08/2013 Senior Accountant / Consultant / Accountant Sacramento Region Community Foundation | City, STATE,
  • 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.
  • Collaborated on audit, prepared schedules and implemented daily internal controls and best practices.
  • Evaluated and improved accuracy and completeness of [Type] financial records to boost regulatory compliance.
  • Maintained full [Area of expertise] compliance for [Type] business turning over $[Amount] in revenue per year.
  • 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.
  • Set up and improved accounting systems and processes to meet business needs and maximize effectiveness of operations.
  • Managed treasury and finances of 150-acre resort worth over $[Number]M.
  • Reconciled accounts and created documents for [Timeframe] closure procedures.
  • Supported monthly general ledger closing activities, including preparing journal entries and reconciliations.
  • 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 [Software].
  • Conducted training and change management processes to improve operations.
  • Collaborated with [Job title] to identify ways to improve services for clients.
  • Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements.
  • Developed product and solution positioning, messaging by prospective buyer role and methods to overcome competitive objections.
  • 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.
  • Managed and archived quality documentation and participated in internal and external quality audits.
  • Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from [Product or service], protecting company reputation and loyal client base.
  • Saved $[Amount] by researching and implementing [Type] cost-saving initiatives and creating fresh new approaches to long-standing problems.
  • 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.
08/2011 to 03/2012 Accountant California Hospital Association | 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.
Expected in 12/2018 MBA | Business Administration University of Arizona, Eller College of Management, Phoenix, Arizona, GPA:
  • Awarded Beta Gama Sigma Honor Society
  • Elected to Director of Activities for Evening MBA Student Association in 2017
  • Graduated with 3.9 GPA
Expected in 05/2007 Bachelor of Science | Business Administration, Finance California State University - Sacramento, Sacramento, CA GPA:
  • Director of Activities, Professional Eller MBA Student Association, Tucson, AZ February 2017-February 2018
  • Board of Directors, BYU Management Society, Sacramento, CA September 2010-July 2013
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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


    • MBA
    • Bachelor of Science

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