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customer experience manager resume example with 18+ years of experience

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

Passionate leader with over 22 years experience in leading teams and delivering results in retail, e-commerce, and wholesale sales. Excellent interpersonal skills, to work well with others from various backgrounds, in both supervisory and support staff roles. Talented in offering a high-level of engagement with teams and promoting a positive work culture. Skilled in working in fast-paced environments and adapting to new situations and challenges to best support organizational success.

Skills
  • Motivational Leadership
  • Employee Retention
  • Business Analytics
  • Brand Development
  • Team Recruiting and Onboarding
  • Customer Experience Improvement
  • Interdepartmental Collaboration
  • Customer Complaint Resolution
  • Sales Statistics Analysis
  • Client Correspondence
Education
Eastern Kentucky University Richmond, KY Expected in 2000 Bachelor of Business Administration : - GPA : Alpha Omicron Pi Sorority
Work History
Symmetry Medical - Customer Experience Manager
Merchantville, NJ, 01/2016 - Current
  • Oversees and monitors operations of support teams servicing fifteen e-Commerce brands, wholesale sales, and retail sales.
  • Promotes growth in customer loyalty by leading team with appropriate behaviors and actions that result in customer satisfaction
  • Effectively leads a team in a positive environment through coaching, recognition, development, and accountability
  • Liaison between customers and internal teams by providing feedback, data, and recommendations
  • Monitors and analyzes performance reports to seek improvement opportunities
  • Develop and monitor key performance metrics to measure department effectiveness, customer experience and brand awareness
  • Recruit, train and develop new employees and manage on-going performance assessment of current employees.
  • Build customer relationships by responding to inquiries, identifying and assessing customers' needs, resolving problems, and following up with potential and existing customers.
  • Organize daily workflow and facilitate appropriate staffing to provide optimal service based on business needs.
  • Partner with business leaders to deliver services that support company objectives and goals, while maintaining core values.
  • Collaborate and communicate with leaders of all levels to implement continuous improvements that promote efficiency and accuracy within processes that affect the customers' experience.
  • Manage wholesale accounts to retain existing relationships and grow share of business.


Dairy Queen - Assistant Store Manager
Kent, WA, 01/2010 - 01/2016
  • Executed business strategy and led store team through customer engagement, operations, people management, and merchandising the store.
  • Promoted a positive working environment for both the internal and external customer.
  • Trained, coached, and motivated team members to deliver on company, brand, and store expectations.
  • Recruited, interviewed, and hired candidates to ensure the team is consistently staffed with employees that meet brand expectations, while maintaining a tenured team with low turnover.
  • Built customer loyalty and drives traffic through social media, email capture, and localized events.
  • Completes promotional planning and execution
  • Conducts product knowledge training based on new flow and current fashion trend
  • Led team as community involvement leader by partnering with local non-profit organizations in volunteer events.
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
  • Reviewed sales and gross profit reports to determine options for increasing market growth.
  • Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
Symmetry Medical - Assistant Store Manager of Merchandising
Azusa, CA, 01/2008 - 01/2010
  • Drive profitable sales growth by planning and executing company merchandising direction.
  • Direct report to department merchandising leaders
  • Train, coach, and hold those leaders accountable to brand merchandising and productivity goals.
  • Generates and analyzes Field Merchandising Reports and makes necessary visual adjustments based on selling.
  • Perform Manager in Duty responsibilities, lead team, and drive results during operating hours.
  • Assessed areas of service concern and developed improvement plans.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
Gap Inc, Old Navy - Customer Experience Manager
City, STATE, 01/2004 - 01/2008
  • Created and executed hiring plans to ensure all associates are trained on company programs, procedures, and operating procedures.
  • Completed all new hire and termination processes, and responsible for employee files and audit compliance.
  • Promoted a high level of customer service by leading by example and engaging with both the internal and external customers.
  • Modeled leadership behaviors and delivered results during Manager on Duty shifts.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
  • Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
  • Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.

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Resume Overview

School Attended

  • Eastern Kentucky University

Job Titles Held:

  • Customer Experience Manager
  • Assistant Store Manager
  • Assistant Store Manager of Merchandising
  • Customer Experience Manager

Degrees

  • Bachelor of Business Administration

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