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1

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
2

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. 
3

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.
4

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
5

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.