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Skills

Business analysis
Supervision
Customer Feedback Loop Deployment
Workforce management tools
Team leadership and development
MS Office
Category equipment
Automation in customer support
Customer Advocacy Program Design
Customer service

Work Experiences

Achieved a 22% satisfaction score.
Increased productivity by 4% while lowering staffing and operational costs.
Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
Achieved a 50% reduction in recurring issues over the past year.
Created budgets and prepared quotes for new products and services.
Increased employee morale and decreased turnover by 7%.
Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
Identified framework areas in need of improvement and implemented process program, resulting in a 9% increase in productivity.
Achieved a 26% satisfaction rate.
Improved filing systems for confidential client records and reports increased operational efficiency.

Summaries

Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.
Customer Experience Executive who is proactive and meticulous, with over 12 years of experience in the system industry.
Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
Ability to translate complex customer feedback into actionable strategies, driving improvements that resulted in 53% higher retention rates.
Optimize long-term success by effectively balancing targets with resources.
Dedicated to learning, growing, and succeeding in Miscellaneous.
Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
Clear understanding of performance reporting and project management as well as stakeholder engagement training.
Multi-tasking manager with a reputation for fostering a positive work environment and high-performing teams.

Accomplishments

Analyzed customer feedback metrics to inform product team decisions, leading to a 35% increase in customer retention over 2023.
Developed a comprehensive customer onboarding process, cutting team ramp-up time by 6 months, directly contributing to improved service quality.
Partnered with the engineering team to drive system uptime improvements, resulting in a 62% increase in operational performance and customer satisfaction.
Managed call center operations for a team of 17 representatives, achieving a 37% increase in call resolution efficiency.
Reduced operational costs by 45% while simultaneously enhancing service delivery in Raleigh.
Generated 18 new upsell opportunities by identifying patterns in customer usage data.
Resolved a backlog of 17 customer escalations, contributing to a 23% reduction in open tickets and backlog resolution efficiency.
Monitored and updated ticketing systems, reducing response times by 20% in 6 months and enhancing overall customer satisfaction.
Created customized CRM dashboards, resulting in 60% faster data access for customer-facing teams.
Implemented best practices for ticket prioritization, lowering average issue resolution times by one year.

Affiliations

Customer Contact Week (CCW) - Speaker
Association for Computing Machinery
North American Customer Centricity Awards Judge 2023
Net Promoter Masterclass - Certification Holder
Solution Architect Certified for Customer Experience Tools
Jaycees
Certified Customer Service Professional (CCSP) Certification Holder
American Marketing Association - Customer Insights Division
Society of Human Resource Management
International Service Excellence Awards Nominations Committee

Certifications

Certified Customer Success Manager (CCSM) from SuccessHACKER
Customer-Centric Design and Service Strategy from initiative
Certified Customer Advocate Program (CAP) by ICS
Certified Professional in Customer Experience (CPCX) from The CX Academy
Customer Service Manager (CSM) Certification from Customer Service Institute of America (CSIA)
Microsoft Dynamics 365 Customer Service Certification
Certified Associate in Project Management (CAPM) focused on customer projects
Certified Public Accountant (CPA)
Certified Business Analysis Professional (CBAP)
Six Sigma Green Belt Certification focused on customer support process improvement

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Customer Experience Executive Resume Builder

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