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Skills

  • Omnichannel experience analysis
  • Root cause analysis
  • Organization
  • Customer satisfaction tracking
  • Store opening and closing
  • Employee performance evaluation
  • Operational process analysis
  • In-store observation techniques
  • Process improvement
  • Method equipment

Work Experiences

  • Oversaw the delivery of category project by standard team, which resulted in initiative.
  • Assessed customer engagement tactics.
  • Taught new employees about customer service, money management, and organizational techniques.
  • Assessed website usability and functionality.
  • Answered 6 calls per 18 months to help customers with their questions and concerns.
  • Analyzed service benchmarks through mystery shopping.
  • Analyzed the shopping experience in Phoenix.
  • Achieved a 44% boost in efficiency across locations.
  • Analyzed competitor retail operations through mystery shopping.
  • Collaborated with businesses on strategic recommendations.

Summaries

  • Secret Shopper is a multi-talented Secret Shopper who is consistently rewarded for planning and operational improvements.
  • Accomplished expert in mystery shopping techniques, generating detailed assessments that have driven 30% improvements in customer engagement and staff performance.
  • Maintain market currency and customer preferences to increase sales.
  • Accomplished Secret Shopper.
  • Manage all tasks with a high level of efficiency and precision.
  • Accomplished Secret Shopper with experience in improving service quality by identifying and eliminating underperforming service strategies, achieving a 72% increase in customer ratings.
  • Conducted customer service evaluations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Boosted productivity by 21%.
  • Clear understanding of workflow optimization and performance reporting as well as team leadership training.

Accomplishments

  • Conducted comprehensive store audits across Phoenix to evaluate staff performance, product presentation, and customer service, identifying areas for improvement that increased sales by 75%.
  • Recognized for gathering valuable insights during 9 months in role through secret shops, aiding management's strategic decision to launch a new loyalty program that grew repeat customer sales by 28%.
  • Analyzed customer feedback following mystery shop visits, leading to targeted employee training efforts that resulted in a 15% increase in customer satisfaction metrics.
  • Analyzed store layout and customer engagement tactics during comprehensive assessments, which directly contributed to a 41% increase in average transaction value.
  • Partnered with senior leadership to develop a secret shopper protocol addressing customer pain points, which directly resulted in more than $3 in increased annual revenue.
  • Documented and resolved initiative which led to process.
  • Introduced an enhanced reporting criteria that improved the accuracy of secret shopper audits by 43%, directly contributing to overall service improvement.
  • Assessed competitor stores and identified market opportunities that led to actionable changes in store layout, contributing to a 56% increase in both foot traffic and average purchase value.
  • Conducted over 5 secret shopping evaluations across multiple channels, resulting in enhanced understanding of omnichannel user experience and driving $6 in new revenue.
  • Analyzed cross-departmental collaboration through mystery shopper reports, identifying process gaps that led to streamlined workflows and a 74% faster checkout process.

Affiliations

  • Service Audit Specialists of America
  • American Society for Quality (ASQ) – Focus on Service Quality
  • National Retail Federation (NRF) Member
  • Field Agent Mystery Shopping Ambassador
  • Market Researchers International Network (MRIN)
  • Institute of Customer Service
  • American Marketing Association
  • Member of Competitive Intelligence Professionals (SCIP)
  • Professional Evaluator and Compliance Association
  • Certified Customer Experience Professional (CCXP), 2015

Certifications

  • Customer Service Excellence Certification
  • ServSafe
  • Certification in Consumer Psychology system
  • Certified Retail Data Analyst (CRDA)
  • Certified Manager in Customer Service Evaluations
  • Retail Management Certification by Northwind
  • Certified Shopper Insights Professional (CSIP)
  • Certified Service Desk Manager (CSDM)
  • Retail Experience Design Certification by Lakeside Partners
  • Customer Satisfaction Survey Analysis Certification

Check out what our users are saying

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Rachel B.Applying for grad programs.

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Sheila J.Helped me get my first job!

This app is perfect. It helped me get my first job. I will use Rocket Resume again whenever I need it. I will recommend to all my friends and family.

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Amber P.Career translated.

I love Rocket Resume! It helps me put my ideas and career into perfectly explained words that the bots didn't reject. They make your resume stand out from the crowd! Thanks!

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Wish me luck! I'm hired! I got the job! Thank you very much for your help. I'm sure I'll be back!

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Adam G.I landed it!

You guys did everything right when it comes to creating a resume. It was perfect! Thank you so much for your help. UPDATE: I landed it!

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Jonathan J.Got the job!

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Stacy E.Affordable price.

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WhitneyFriendly support.

I found this super easy to use and made creating a resume fun and easy and their support was very friendly.

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