Customer Experience Manager Resume Example
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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency. Client Services Manager providing leadership to [Job titles] and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Ensure excellent client services while building and maintaining client relationships. Strong people management skills and ability to coach, lead and develop employees. Competent [Job Title] driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.
Skills
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Work History
09/2017 to Current Customer Experience Manager Eaton Corporation | Colorado, TX,
- Investigated and resolved accounting, service and delivery concerns.
- Compiled customer feedback and recommended service delivery improvements to management.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to ensure resolution.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Build, maintain and leverage strong relationships with Business Decision Makers within each customer to influence adoption
- Work on a cross functional team of stakeholders across Marketing, Creative, and Analytics.
- Cultivate and nurture relationships with providers and customers in strategic vertical markets to support ongoing definition of differentiated product value.
- Increase customer satisfaction through relentless pursuit of resolutions to problems arising from system and provider, insured patients, protecting company reputation and loyal client base.
- Determine and recommend methods to address improvement opportunities.
- Develop standard operating procedures and document workflows for current and future process steps.
- Analyze current business plan, identify inefficiencies in existing processes, and track performance following implementation of improvements.
- Partner with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Develop, update and maintain database of existing and potential customers in company database.
- Collaborate with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
- Create, modify, and execute monthly business plans to maximize client satisfaction.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention.
- Work as part of a team to understand the impact of the client’s programs on their business, align with the client on key strategies and markets, and ‘sell in’ optimization and evolution that nurtures loyalty and customer experiences;
- Work closely within a cross-functional environment that includes internal stakeholders (Consumer Insights leadership, Strategy, Campaign Management, Project Management and Account Management functions) as well as external clients/stakeholders;
- Developed program plans, goals, objectives, and milestones for evaluating and measuring effectiveness of operations.
- Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.
- Determined and recommended methods to address improvement opportunities.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
- Developed standard operating procedures and document workflows for current and future process steps.
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.
- Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Managed high-value existing and new business partnerships to deliver on objectives and maximize corporate revenue, support and awareness.
06/2017 to 01/2019 Contact Center Manager Modivcare | Home City, ME,
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Built strong relationships with healthcare providers by following up on negotiated health benefits and contracts.
- Coordinated all departmental, business executives and site leadership teams by interacting effectively and establishing communication best practices.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Evaluated providers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.
- Performed payroll responsibilities bi-weekly weeks by correcting any variances and scheduling conflicts.
- Developed and implemented productivity initiatives.
- Consistently trained staff on operating procedures and company services.
- Delegated daily tasks to over 18-22 employees to provide development opportunities.
08/2010 to 09/2017 Trade Promotion Manager III AAFES | City, STATE,
- Worked with marketing department to create targeted advertising strategies for key customer demographics.
- Directed operations in busy daily-person billing group managing $7.3 in advertising monthly funds.
- Trained and mentored staff on procedures, compliance requirements and collections techniques.
- Reviewed billing problems, researched issues and resolved concerns.
- Promoted consistent accuracy of billing information by reconciling vendor accounts monthly.
- Identified cost-effective vendors and set up favorable contracts, saving over $2M per year in post audit claims.
Education
Expected in 10/2013 MBA | Business Administration And Management University of Phoenix, Tempe, AZ
Expected in 12/1998 Bachelor of Science | FINANCE AND MANAGEMENT Mercer University, Atlanta, GA,
Insurance Billing Coding
Attended University of Arlington, Texas
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School Attended
- University of Phoenix
- Mercer University
Job Titles Held:
- Customer Experience Manager
- Contact Center Manager
- Trade Promotion Manager III
Degrees
- MBA
- Bachelor of Science
