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director of customer experience resume example with 16 years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Goal-orients Customer Experience Executive dedicated to facilitating ownership of customer experience excellence.. Passionate advocate on strategic customer segments’ expectations and goals, with focus on customer/company experience that sustains mutual growth. Data, feedback and solutions driven to provide ongoing alignment in an effort to maximize customer lifetime value growth.

Accomplishments
  • Supervised team of 10 customer experience program leaders & associates.
  • Successfully implemented process improvement initiatives across multiple stakeholder teams
  • Development of Critical Response Team for customer experience driven results
  • Successfully managed implementation and steady state support transition for multiple pharmacy supply-chain customers.
Skills
  • Salesforce CRM Software
  • Cross-Departmental Alignment
  • Microsoft SharePoint
  • Employee Performance Evaluations, Goals & Feedback
  • Customer Complaint Resolution
  • Client Relationships
  • Operating Procedures and Policies
  • Strategic Planning and Alignment
  • Key Performance Indicators (KPIs)
  • Process Improvement Initiatives
  • Team Management Experience
  • Continuous Quality Improvement (CQI)
Work History
03/2020 to Current
Director of Customer Experience Billie New York, NY,
  • Build long-term relationships with customer key leadership, operations, and project stakeholders to build a partnership of trust and respect
  • Monitoring of live customer systems, to provide clarity to the customer of optimization solutions
  • Act as the customer advocate with a focus on improving their experience in the partnership life-cycle
  • Mentoring and development of new team members to help build partnership objectives and to exceed expected goals
  • Input to development of customer support contracts
  • Additional responsibilities and accomplishments as instructed and completed.
  • Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
  • Collaborated with internal stakeholders to close gaps and improve customer experience.
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
  • Kept current on market and product trends to appropriately answer customer questions.
  • Offered direction and gave constructive feedback to motivate team members.
  • Built and strengthened strategic relationships with vendors, advertising agencies and leading pharmacy partners.
  • Met deadlines, exceeding expectations and effectively rolling out strategic roadmap initiatives.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.
03/2020 to 01/2021
SOLUTIONS PROJECT MANAGER Iconma, L.L.C. Swedesboro, NJ,
  • Identified plans and resources required to meet project goals and objectives.
  • Developed and initiated projects, managed costs, and monitored performance.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
  • Oversaw high profile projects for by planning, designing, and scheduling phases.
  • Drove team success through shared vision and recognition of quality performance.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
06/2016 to 02/2020
ACCOUNT MANAGER/STRATEGIC DEVELOPMENT MODERN MARKETING CONCEPTS, INC City, STATE,
  • Actively managed a healthcare book of business of over $2.5MM, meeting or exceeding growth goals of 5-10% annually
  • Liaised between account holders and various departments.
  • Oversaw new business development and customer servicing.
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
  • Improved account management by predicting potential competitive threats and outlining proactive solutions.
  • Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.
  • Managed book of business worth $12.5MM across 4 enterprise accounts.
06/2003 to 07/2013
SENIOR ACCOUNT EXECUTIVE – MEDIA & MARKETING SPECTRA PRODUCTS, LLC City, STATE,
  • Successfully managed Business to Business account base worth over $2 million in annual revenue
  • Clients included but were not limited to GEICO, Bose, Citibank, Capital One, American Express, Franklin Mint, Allstar Marketing Group, Verizon, Pitney Bowes
  • Increased revenue on existing accounts by 200% in first year and continued 10-20% growth year over year.
  • Strengthened customer relationships with proactive and collaborative approach to managing needs.
  • Established customer relationships, interfacing with representatives and collaborating to achieve mutually beneficial results.
  • Managed and mentored team of account executives.
Education
Expected in 06/2001
Bachelor of Arts: Business & Public Relations
University of New Hampshire - Durham, NH
GPA:
Certifications

Lean Six Sigma Green Belt

Salesforce Lightening

Agile & Waterfall Methodology

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Resume Overview

School Attended

  • University of New Hampshire

Job Titles Held:

  • Director of Customer Experience
  • SOLUTIONS PROJECT MANAGER
  • ACCOUNT MANAGER/STRATEGIC DEVELOPMENT
  • SENIOR ACCOUNT EXECUTIVE – MEDIA & MARKETING

Degrees

  • Bachelor of Arts

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