CV / English / Customer Experience Manager
Personal Information
- Address: 142 Westwood Drive, Canvas City, CC 87459
- Phone: (555) 123-4567
- Email: [email protected]
- LinkedIn: linkedin.com/in/emilycarter-cxm
Brief
A passionate and innovative Customer Experience Manager with over 7 years of experience in enhancing customer satisfaction and loyalty, driving brand growth through exceptional customer service, and streamlining customer service processes. Proven track record of developing and implementing customer experience strategies that have resulted in increased customer satisfaction scores, reduced churn rates, and improved team performance.
Core Competencies
- Customer Experience Strategy
- Team Leadership & Development
- Process Improvement
- Cross-functional Collaboration
- Data Analysis & Reporting
- Customer Feedback Collection & Analysis
- CRM Systems
- Problem Resolution
- Training & Coaching
Technologies and Certifications
- CRM: Salesforce, Zendesk
- Analytics: Google Analytics, Tableau
- Certifications: Certified Customer Experience Professional (CCXP), Certified Manager of Quality/Organizational Excellence (ASQ)
Professional Experience
Senior Customer Experience Manager XYZ Corporation, June 2018 – Present - Led a team of 15+ customer service representatives and analysts to achieve a 25% improvement in customer satisfaction scores within the first year. - Designed and implemented a customer feedback loop that reduced service resolution time by 30%. - Collaborated with the marketing and product teams to integrate customer feedback into product development, resulting in two new product features that increased user engagement by 20%.
Customer Experience Analyst ABC Tech Solutions, March 2014 – May 2018 - Managed and analyzed customer service data to identify trends and areas for improvement, leading to a 15% decrease in customer complaints. - Developed training materials and conducted workshops for new customer service representatives, improving team efficiency by 25%.
Education and Training
- MBA, Business Administration University of Business and Technology, Graduated May 2013
- B.A., Psychology State University, Graduated May 2011
Professional Development Workshops: - Leadership in Customer Experience, 2019 - Effective Communication for Managers, 2017
Referees
Available upon request.