CV / English / Service Experience Manager
Personal Information
- Name: Samuel Clarkson
- Address: 4587 Newcastle Avenue, Denver, CO, 80202
- Email: [email protected]
- Phone: (555) 123-4567
Brief
A dedicated and dynamic Service Experience Manager with over 7 years of experience in enhancing customer service quality, improving team performance, and driving high customer satisfaction. Proven track record in leading service transformation initiatives that exceed operational goals and create a positive, long-lasting impact on customer experiences. Passionate about developing teams, leveraging technology to enhance service delivery, and implementing customer-first strategies.
Core Competencies
- Customer Service Excellence
- Team Leadership and Development
- Service Strategy and Implementation
- Customer Satisfaction Measurement
- Process Improvement
- Conflict Resolution
- Data Analysis and Reporting
- Budget Management
- Technology Integration
Technologies and Certifications
- CRM Software: Salesforce, Zendesk
- Data Analysis Tools: Excel, Google Analytics
- Certifications: Certified Customer Service Manager (CCSM), Certified Service Manager (CSM)
Professional Experience
Senior Service Experience Manager
TechSolutions Inc., Denver, CO June 2018 – Present - Led a team of 20 customer service professionals, achieving a 15% improvement in customer satisfaction scores. - Implemented new CRM software, resulting in a 20% increase in service efficiency. - Developed and executed customer service strategies that reduced customer complaints by 25%.
Service Experience Supervisor
Innovate Solutions, Denver, CO March 2015 – May 2018 - Supervised a team of 10, improving team performance by implementing ongoing training programs. - Played a key role in the development of a company-wide customer feedback system to identify service improvement areas. - Managed various customer satisfaction projects, contributing to a 10% yearly increase in customer satisfaction ratings.
Education and Training
MBA, Business Administration with a focus on Customer Service Management University of Colorado, Boulder, CO Graduated: May 2015
Bachelor of Science in Business Administration University of Colorado, Boulder, CO Graduated: May 2013
Referees
Jeremy Lott Director of Customer Success, TechSolutions Inc. Email: [email protected] Phone: (555) 987-6543
Monica Brent HR Manager, Innovate Solutions Email: [email protected] Phone: (555) 678-1234