customer service advocate resume example with 10+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Engaging and hardworking MBA Graduate with ability to monitor work quality, manage key milestones and deliver exemplary customer service seeking Customer Research Project Manager position.
Skills
Analytical Skills
Able to manage multiple research projects with tight deadlines.
Skilled in multiple regression and discriminant analysis
Excellent at creation and delivery of visaul data
Customer research
Customer focused-service
Coordinating team projects
Software research and development
Proficient in SAS
Work History
11/2018 to CurrentCustomer Service AdvocateBmw Group | Minooka, IL,
Manage accounts and orders by checking for stock availability and delivery time lines. Work with other departments to resolve order issues and delays
Act as a subject-matter expert in communication between customers and management, provide feedback to marketing team to help realign strategy to match customers needs.
Cultivate key business relationships and consistently deliver on commitments and value by providing positive and professional experience resulting in 90% customer satisfaction
Cultivate cross-functional synergies with Sales, Purchasing and Credit teams to increased sales by 25% through proactive approaches and negotiation techniques in targeted new markets
07/2013 to 11/2018OPERATIONS SUPERVISORLive Nation Entertainment Inc | Detroit, MI,
Supervised team of associates and senior associates (coached, monitored, verified data , conducted evaluations within departmental guidelines and established timeframes.
Maximized team productivity by managing deadlines and adjusting workflows as needed resulting in 95% customer satisfaction rate
Ensured contract obligations were met and service levels are consistently achieved.
- Tracked results of all assessments and facilitated remediation plans to strengthen and improve governance, risk and compliance principles used company-wide.
- Responsible for proactive program performance analysis development. This included gathering information for program business reviews including statistical trends of current program performance as well as recommendations for future improvements/enhancements to program.
- Managed client and internal relationship building to ensure revenue growth and account retention goals were consistently met.
- Responsible for coordinating client visits/meetings to ensure established goals are obtained.
- Managed program compliance/PCI standards and facilitated quarterly site audits.
- Consistently monitored outside sources for market/industry trends
- Led and managed client-driven projects and enhancements from conception to production
Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
Coordinated presentations for management and clients detailing project scope, progress and results, keeping all entities well-informed of milestones and goals.
Identified escalations that needed immediate attention and recommended appropriate solutions.
Participated in efforts to continuously improve research tools, methodologies, vendor strategies and other solutions that support a best-in-class enterprise research and insights capability.
07/2011 to 07/2013KEY ACCOUNT MANAGERHoneywell | Prairie Village, KS,
Managed multiple research projects new software products, and markets as required including: Select the appropriate research methodology and supporting techniques Identify and manage research partners.
Designed qualitative and quantitative research plans, including research of customers markets, industry trends and competition activities - grew revenue 18% through customer education and product offerings.
Planned marketing initiatives and leveraged referral network to promote business development.
Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.
Designed and directed all human resource functions for new products including recruitment, hiring, training, and on-boarding
Defined appropriate metrics and measurements to drive results - set and cascaded targets to sales team resulting in meeting sales goal
Boosted customer satisfaction by providing teams with training and skills to optimize service delivery in alignment with individual needs
11/2010 to 07/2013Business ManagerHackensack University Medical Center | Forked River, NJ,
Directed day-to-day operations of multiple locations focused on attainment of metrics and continuous improvement initiatives - assessed individual and team performances, analyzing data trends to determine best methods to improve sales
Collaborated with senior management to Identify market product demands and customer trends to bring in new customers and retain existing ones for sustainable profits
Managed and led marketing campaign strategies, which contributed to a 51% percent lift in customer retention
Responsible for coordinating and managing client quarterly assessments across all sites, as well as ensuring corporate policies aligned with client contract requirements.
Conducted activity-based analysis of business processes and made recommendations based on findings
Education
Expected in 09/2019 to to MBA | Business AdministrationFranklin University, Columbus, OHGPA:
Expected in 08/2011 to to Bachelor of Arts | Accounting And Business/ManagementBluffton University, Bluffton, OH, GPA:
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