Customer Experience Manager Resume Example

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

Goal-oriented Customer Service Manager with 3+ years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals.

Previous Lead Fiction Editor for the Rappahannock Review in 2018 at the University of Mary Washington, managing a group of about five Fiction editors at the time. Oversaw the Fiction section specifically however, has experience in many different forms and genres of writing to include Nonfiction and Poetry.

Through a handful of courses at Mary Washington, to complete a BFA in Creative Writing, has peer reviewed works in Fiction, Nonfiction, and Poetry.

Excellent people skills along with being project oriented when it comes to editing due to the time spent on the Rappahannock Review and through peer-reviews of classmates projects/pieces.

  • Team building
  • Professional demeanor
  • Analyzing trends
  • Excellent time management skills
  • Grammar usage
  • Excellent communication
  • Research
  • Proofreading
  • Editing
  • Creative writing
  • Microsoft Office expertise
  • Self-Starter
  • Keen eye for detail
  • Error spotting
  • Project Management
  • Multi-tasking abilities
University Of Mary Washington Fredericksburg, VA Expected in 05/2019 Bachelor of Arts : Creative Writing - GPA :
Work History
Financial Times - Customer Experience Manager
Paris, TX, 07/2020 - Current
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • On normal days handles 30+ customer calls, orders, and questions
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Established performance and service goals and held associates accountable for individual performance.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Developed new employees and on-going performance assessment of current employees.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Spearheaded customer satisfaction survey and analyzed results to make action plans.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Followed through with client requests to resolve problems.
  • Researched and corrected regular, advanced, and long-standing customer concerns to promote company loyalty.
Petco - Guest Advisor
Allen, TX, 07/2019 - Current
  • Restocked, arranged and organized merchandise in front lanes to drive product sales.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Requested official identification for Mature rated game purchases and verified details, consistently meeting strict legal standards.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
  • Assisted customers with special services, account updates and promotional options.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Educated customers on promotions to enhance sales.
Sears - Front End Supervisor
Redding, CA, 09/2013 - 02/2018
  • Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Transformed employee performance by enhancing training and mentoring strategies in operational and customer-facing roles.
  • Often managed at least 20 customer orders daily when it came to different types of fulfillment

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Resume Strength

  • Length
  • Personalization
  • Target Job
  • Word Choice

Resume Overview

School Attended
  • University Of Mary Washington
Job Titles Held:
  • Customer Experience Manager
  • Guest Advisor
  • Front End Supervisor
  • Bachelor of Arts