Customer Experience Manager Resume Examples

customer experience manager

  • In-house Contact Center – successfully setup Operations, Back-end Operations, Quality and Training.
  • Lead and developed a team of 40 associates (including L1 & L2, TL’s) within Customer Service team, responsible for the overall direction, coordination and evaluation of the team.
  • Was responsible for productivity, occupancy and overall site performance (AHT, NPS, ABA and FCR) and ensured service provided meets the expectations and needs of customers.
  • Review records or reports pertaining to activities such as production, payroll, monitor work activities, or evaluate performance.
  • Collaborate with Knowledge Base Team in the creation, management, and distribution of critical information

customer experience manager

  •  NBP SAP knowledge 
  •  Handle customer inquiry including order fulfillment and ensure that products have been delivered timely and properly. 
  • Lead and supervise a group of Customer Service Officers to deliver the services to meet the need of customers and the organizations. 
  • Monitor work performance of Customer Service Officers and ensure that they have follow through defined business process and working procedures properly. 
  • Maintain personal relationship and contacts with key customers, sales management, supply chain, and finance personnel to urgently and constantly look for ways to improve service levels and productivity. 
  • Understand the needs and priorities of the assigned BU and ensure that CSO execute to meet these needs and priorities. 
  • Develop alternatives or solutions to propose and discuss with the Customer Service Manager before taking further steps to minimize risk and impact to the business. 

customer experience manager

  • Introduced CES (customer effort score to the business to be adopted as a user centric KPI.
  • Analyze and do root cause analysis based on user feedback.
  • Run user testing sessions, internally and externally.
  • Help to create and prioritize hypotheses
  • Work directly with product managers to help them identify and prioritize UX projects
  • Maintain and evolve VOC (Voice of the customer) ecosystem to make sure that the organization stays on track with user needs.

customer experience manager

  • Collect data about the customers and partners to ensure the satisfaction between two stakeholders.
  • Document data related to research about customers and partners in order to identify the matching quality
  • Support members with knowledge about product and customer servicing
  • Consult foreign customers for preparation before coming to Vietnam

customer experience manager

  • Resolve personnel or work related problems that arise.
  • Stay up-to-date on new promotional items and current events regarding food science by reviewing scientific literature.
  • Managing a team of 15 people 
  • Handling the sales and marketing of the salon.

customer experience manager

  • Research and document usage, satisfaction, customer feedback and liaise with developers on all DStv customer facing digital platforms
  • Ensure customer satisfaction and implement customer delight measures for Dstv Digital Media products 
  • Ensure continuous adherence to defined customer care quality standards 
  • Performance management of Product Care Specialists and Product Trainers 
  • Ensure process enhancements and improvements are rolled out to all relevant geographies where DDM products are rolled out.
  • Compile customer feedback report and insights for Product and Marketing teams 
  • Develop training, learning and up-skilling strategy for all touch points across service levels and geographies for DDM Products. 

customer experience manager

  • Educated team on driving sales through store presentation, replenishment and service standards
  • Performed Leader on Duty responsibilites
  • Train and coach associates in all areas of the store
  • Completes new hire orientation for new associates as well as training on best practies
  • Maintained an efficient, service friendly environment
  • responds and takes action on customer concerns
  • Provided motivation and recognition to the associates.

customer experience manager

  • Leads key holders and sales associates 
  • Front end operations
  • Community outreach along with fundraising 
  • Oversee sales and company goals
  • Manage all of customer service needs

customer experience manager

  • Coaching and assisting team members to meet goals & expectations.
  • Ensure compliance to budget allocated for staff, projects and infrastructure. 
  • Accountable for end-to-end Customer Care of DDM Products.
  • Relationship management with GMs, Product managers, Marketing Managers, Heads of Multichoice touch points and operations in relevant countries

customer experience manager

  • Supervise the work of cashiers, class instructors, or customer service employees to ensure adherence to quality standards, proper procedures and exceptional customer service.
  • Assist customers by providing information and resolving their problems or complaints.
  • Count money in all cash drawers at the beginning and end of shifts to ensure that amounts are correct and that there is adequate change as well as running reports and bank deposits.
  • Greet customers entering establishments and continue to provide outstanding customer service.
  • Various duties using RF gun
  • Planograms start to finish