SEARCH

CX Coordinator, Learning & Development Resume Example

Resume Score: 80%

Love this resume?Build Your Own Now
CX COORDINATOR, LEARNING & DEVELOPMENT
Summary

Highly supportive and take-charge Training and Quality Coordinator with nearly 2 years of successful background proactively working to improve the company's internal and external aspects of Customer Experience success. Well organized, analytical, and systematic with natural relationship-building and leadership talents. Dedicated to improving employee performance, quality of work, and team productivity through successful training initiatives, 1:1 coaching sessions, interactive group workshops, and creative problem solving. Successful at energizing the team to continue to raise the bar for themselves to best support the company as well as constantly elevate their skills.

Skills
  • Proficient level of knowledge on CX tools used by agents and ability to efficiently train and coach on all CX processes and policies
  • Skilled in planning, developing, and implementing training content for all support channels with a focus on a variety of auditory, visual, and kinesthetic learning styles
  • Strong understanding of the company's member base and conflict resolution techniques that focus on the success of the business as well as the customer's experience
  • Holistic understanding of the company's departments and their functionalities, allowing for a high level of consideration to the user experience and business when providing insight on new initiatives
  • Skilled in multitasking and project coordinating under time constraints
  • Ability to locate areas for improvement through observation and use creative problem solving to devise a plan for success
  • Confident in giving constructive feedback and maintaining a tight-knit support system for teammates who require my assistance
Experience
CX Coordinator, Learning & Development, FabFitFun, October 2019-CurrentLos Angeles, CA
  • Leads the planning, development, and implementation of the L&D training program to deliver a high quality customer experience that meets business goals across all CX support channels.
  • Oversees all aspects of training including the definition of learning outcomes, creation of materials, and evaluation of content effectiveness.
  • Assess training needs by analyzing CSAT and quality scores, surveys, interviews with team members, and consultations with management and subject matter experts.
  • Collaborates with subject matter experts cross-functionally to translate complex information and concepts into easy-to-understand presentations and learning materials that are technically accurate.
  • Leads and executes the new hire onboarding program aimed to teach customer service essentials while creating alignment with the FFF's values and culture.
  • Works closely with management to implement process improvements that better serve FFF members and drive efficiencies.
  • Oversees the quality and training for 3rd party systems to ensure deadlines are met, potential roadblocks and risks are anticipated, escalated, and solved for, and quality and alignment across all channels.
Social Relations Specialist, FabFitFun, April 2019-October 2019Los Angeles, CA
  • Professionally addressed and resolved high volumes of customer inquiries on FabFitFun's social media platforms while supporting the company's social presence and ensuring consistency in brand identity, voice, and tone
  • Exercised a balance between enforcing company policy and keeping a focus on customer satisfaction, customer retention, and overall positive experience
  • Gathered, reviewed, and accurately logged relevant, detailed information into Conversocial and Slack regarding positive/negative sentiment and reason behind all customer inquiries
Customer Experience Representative, FabFitFun, January 2019-April 2019Los Angeles, CA
  • Fully assisted customers with inquiries regarding all aspects of FabFitFun's E-Commerce service, including the sign up process, technical issues, shipping, billing, and subscription, product, and marketing information
  • Mediated potentially escalated and escalated customer inquiries with a focus on careful listening and understanding, while remaining calm and positive to deliver a satisfactory resolution
  • Facilitate positive interactions and teamwork amongst the Customer Care Team to promote overall customer satisfaction
Vice President of Marketing & Business Development, University of La Verne Integrated Business Program, February 2017-May 2017La Verne, CA
  • Created a business with a team of seven students meeting academic curriculum
  • Conducted in-depth industry and market research to create a profitable product, define the product's target market and differentiate the product
  • Created strategic and tactical marketing and sales plan to execute throughout the semester
  • Collaborated with the sales and operations team to ensure synergy of scheduling, budgeting, and overall progress
  • Scheduled and managed all marketing events to help creatively gain brand exposure
  • Addressed and resolved customer service inquiries via phone, email, and in-person
  • Applied gathered customer feedback to improve marketing and operational tactics
  • Managed the company's social media platforms and emails including designing and ordering all brand merchandise
  • Helped achieve company goals by donating all profits of $3,175 to the American Cancer Society
Education and Training
Bachelor of ScienceBusiness Administration And Public Administration, , , University Of La Verne, , La VerneCAMay 2018
High School DiplomaWilliam S. Hart High School, , NewhallCAJune 2014
AWARDS, GRANTS, AND SCHOLARSHIPS

National Honors Society: Membership awarded to students who have demonstrated excellence in the areas of scholarship, service, leadership, and character

La Verne Award: Awarded to first-time college students based on high school grades and SAT scores

La Verne Grant: Based on high school grade point average and ACT/SAT scores

College of Business and Public Management 2018 Dean's List Award: Academic achievement awarded to full-time students maintaining a grade point average between 3.75 and 4.00

COMMUNITY SERVICE

Sigma Kappa Sorority: Spring 2015 – Spring 2017

Claremont Meals on Wheels: August 2017 – December 2017

  • Provided assistance to ensure that the proper amount of food was packaged for the number of scheduled orders, set up for the proper delivery routes, and delivered to the senior community
  • Assisted in alleviating the problem of senior hunger and isolation by carrying out the aforementioned duties and making impactful connections with the involved senior community

Los Angeles Union Rescue Mission: August 2014 – September 2014

  • Joined a group of student volunteers from the University of La Verne's Community Engagement Program to carry out a variety of events such as Water Walks, Day Room Visits, Meal Serving, which helped improve the homeless communities' daily life, self-image, and identification of self-worth as a member of our society
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • FabFitFun
  • University of La Verne Integrated Business Program

School Attended

  • University Of La Verne
  • William S. Hart High School

Job Titles Held:

  • CX Coordinator, Learning & Development
  • Social Relations Specialist
  • Customer Experience Representative
  • Vice President of Marketing & Business Development

Degrees

  • Bachelor of Science
    High School Diploma

Similar Resumes

View All
Learning-and-Development-Specialist-resume-sample

Learning and Development Specialist

Independence Blue Cross

Drexel Hill, Pennsylvania