Customer Engagement Manager Resume
Summary : As a Customer Engagement Manager, responsible for Identifying potential customer product adoption barriers and address proactively, Engaging in-lab with customers with a focus on customer acceptance of our products from image quality, clinical workflow, and product usage.
Skills : Customer Service, Detail-Oriented.
Description :
- Managed modality-specific image quality cases to ensure customer satisfaction through frequent interaction and communication with Customer Service assets in AXA (angiography/cardiac).
- Managed key customer conversion efforts to include clinical and image quality.
- Collected, reviewed, and evaluated large quantities of patient images.
- Assessed appropriate image quality or reasons for lack thereof and communicate directly with internal and external customers - often at the radiologist/Physician level - to drive closure.
- Developed and implemented strategies for increasing customer engagement.
- Collaborated with the Marketing and Product Development teams to ensure our offerings meet customer needs.
- Monitored customer service staff performance and provide feedback and coaching.
Experience
7-10 Years
Level
Management
Education
BBA
Senior Customer Engagement Manager Resume
Summary : As a Senior Customer Engagement Manager, responsible for Managing customer relationship management systems and customer satisfaction surveys. Resolving complex customer complaints to ensure customer satisfaction.
Skills : Project Management, Customer Service.
Description :
- Created reports on customer engagement and service metrics for internal stakeholders.
- Oversaw the Customer Engagement Team's Officers to ensure professional responses to customer e-mails, letters, comment cards, and social media postings.
- Ensured Service Level Agreements (SLAs) are met and monitored and measured staff performance to ensure customers receive timely responses to their inquiries.
- Ensured that customer feedback is correctly and thoroughly categorized for reporting accuracy and that case resolutions dare properly documented.
- Researched, reviewed, edited, proofread and/or composed replies to customer letters and e-mail inquiries and resolve customer problems whenever possible through contacts with other departments.
- Handled telephone, social media, and chat complaints escalated by the MTA Contact Center.
- Produced periodic reports summarizing and analyzing customer feedback, including trending topics and other pertinent information.
Experience
10+ Years
Level
Senior
Education
BBA
Assistant Customer Engagement Manager Resume
Objective : As an Assistant Customer Engagement Manager, responsible for Ensuring Company and Departmental principles, policies, and procedures are consistently practiced and ensuring the integrity of department standards, Providing opportunities for staff development, Ensuring staff is knowledgeable and well-informed on policies, procedures, state/federal laws, and regulations applicable to Human Resources programs.
Skills : Customer Service, Project Management, and Planning.
Description :
- Worked with the Assistant Director-Customer Engagement-Railroads to continuously refine the use of Cassie, the department's customer relationship management system, to improve work processes and drive organizational change.
- Advocated for changes in policy to address customer feedback.
- Supported the Assistant Director-Customer Engagement-NYCT, as directed, and as resources permit.
- Coordinated within and throughout the organization to support the Company’s image and ensure that all communications consistently reflect MTA Policies, including but not limited to review/editing of communication materials generated by other departments.
- Participated in Connect with Us or related in-person customer events or forums.
- Ensured appropriate safety measures are complied with, including safety procedures, policies, awareness, and personal accountability, to establish and maintain a safe work environment for employees and customers in accordance with corporate goals.
- Promoted positive, professional employee relations.
Experience
2-5 Years
Level
Fresher
Education
BBA
Customer Engagement Manager Resume
Objective : As a Customer Engagement Manager, responsible for Overseeing the Customer Engagement Team's Officers to ensure professional responses to customer e-mails, letters, comment cards, and social media postings, Ensuring Service Level Agreements (SLAs) are met, and monitoring and measuring staff performance to ensure customers receive timely responses to their inquiries, Ensuring that customer feedback is correctly and thoroughly categorized for reporting accuracy and that case resolutions are properly documented.
Skills : Customer Service, Time Management, Relationship Management.
Description :
- Participated in LIRR and MNR departmental meetings (Lessons Learned, District Reviews.) to present report findings.
- Ensured the production of scheduled and ad hoc reporting on customer concerns for Railroad leadership, including historical reports, trend analysis, and reports on emerging concerns. Tracked key categories of complaints to resolution.
- Monitored campaign performance and develop performance metrics to determine the impacts of individual marketing tactics.
- Developed talent by identifying Call Center Representative strengths and providing the opportunity for project work.
- Developed and managed analytics that is associated with the sales and marketing processes related to funnel development and reporting.
- Provided coaching for all team members to improve
Manage direct reports and support professional development.
- Managed internal and external people, groups, and teams in order to execute programs.
Experience
2-5 Years
Level
Executive
Education
BBA
Customer Engagement Manager Resume
Headline : As a Customer Engagement Manager, Led a cross-functional team to optimize our cash back and gift card redemption business to increase appeal for customers, reduce costs, and drive innovation & adoption of new capabilities to increase loyalty.
Skills : Customer Service, Project Management, Team Work.
Description :
- Managed our transformation initiative and resulting work streams to deliver consumer-centric innovation.
- Synthesized customer feedback from various channels (e.g., customer surveys, call centers, consumer research, social media) to identify opportunities to optimize the digital customer experience.
- Maximized the targeted customer’s use of the SAP Business Network.
- Set and delivered KPIs for the overall health of the Loyalty program and manages ~$8MM budget, Worked with the Region to drive the project.
- Coordinated with the different teams to plan & organize all the e-congresses of the year.
- Prepared all the attendees lists (VIPs, regular participants).
- Planned & executed all the communications campaigns (multi-canal) before, during & after the events.
Experience
5-7 Years
Level
Executive
Education
BBA
Customer Engagement Manager Resume
Summary : As a Customer Engagement Manager, I Drove the strategy and execution of Engagement and Retention marketing to onboard, retain, and build loyalty by engaging customers with personalized, targeted, and relevant marketing messages at every stage, utilizing Salesforce, Pardot, and Wave Analytics.
Skills : Coordinational Skills, Salesforce.
Description :
- Managed all email marketing initiatives, including growing email subscriptions, segmenting lists, creative direction, A/B testing, and analysis.
- Employed research and survey initiatives to better segment email and customer lists.
- Increased the conversion rate from account sign-up to sales.
- Designed and implemented targeted campaigns to ensure customers are being served the right messages and pieces of content.
- Coordinated with the Content Marketing Manager and Sales Manager to develop loyalty incentives.
- Worked with Digital Marketing Manager to build audiences and target customers with specific messages through retargeting efforts.
- Collaborated with all relevant internal teams for creative design and approvals and channel-specific execution of campaigns.
Experience
7-10 Years
Level
Management
Education
BBA
Customer Engagement Manager Resume
Objective : As a Customer Engagement Manager, responsible for Conducting remote engagements with the objective of driving high-level performance across myKaarmas product suite within dealers' operations.
Skills : Team Work, Customer Service, and Project Management.
Description :
- Identified at-risk accounts and implement a corrective approach to improve overall engagement, performance, and value propositions.
- Navigated sensitive operation discussions with all levels of Dealer management with an acute understanding of how the approach/focus topics change between parties.
- Managed larger, more strategic relationships across pivotal dealer groups and/or OE partners.
- Identified sales lead through the fostering of account relationships to drive increased account MRR and overall ACV.
- Worked closely with the VP, Operations/Consulting & Director, Consulting to analyze processes with an eye to disrupt and rebuild so that we continue to scale.
- Effectively owned the cadence of engagement, performance, and documentation surrounding those existing client accounts assigned to your working queue.
- Determined those accounts requiring a higher level of support & implement strategies to ensure long-term success.
Experience
2-5 Years
Level
Executive
Education
BBA
Customer Engagement Manager Resume
Objective : As a Customer Engagement Manager, responsible for Creating effective customer service Standard Operating Procedures, Policies, and Standards, Maintaining the internal Knowledge Base (using Hub Spot).
Skills : Detail-Oriented, Client Management.
Description :
- Trained and managed customer service representative team (1 assistant CSR) in an efficient manner working closely with our outside Accreditation Team (approx. 15 people).
- Managed and maintained the Hub Spot CRM system and tickets.
- Responded to customer service issues in a timely manner.
- Developed customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Maintained accurate records and document all customer service activities and discussions.
- Hired and trained additional staff and company size flourishes.
- Managed the strategic benchmarking programs as well as creating convincing proposals in the acquisition phase.
Experience
2-5 Years
Level
Executive
Education
BBA
Customer Engagement Manager Resume
Objective : As a Customer Engagement Manager, responsible for Leading successful software and hardware deployments, meeting service, cost/budget, and timeline requirements, Building well-structured project plans aligned with the contracted scope of work by establishing an understanding of project timelines, milestones, key deliverables, and delivery expectations.
Skills : Customer Service, Planning, Leadership.
Description :
- Served as the primary point of contact for customer, company, and 3rd party project stakeholders throughout the engagement.
- Kept customer and internal teams informed on deployment progress [i.e., project milestones, installation metrics, and action items] via the creation and distribution recurring of status reports.
- Scheduled & led recurring deployment status meetings with customers & internal stakeholders.
- Performed project risk assessment and identify mitigation strategies throughout the engagement.
- Facilitated working sessions and meetings required to drive customer requirements, communicate status, and/or support risk mitigation strategies.
- Worked with customers and partners to develop solutions using SkyBitz offerings to accomplish their M2M objectives.
- Provided motivating, creative, and interactive training to enhance customer experience and drive customer retention.
Experience
2-5 Years
Level
Executive
Education
BBA
Customer Engagement Manager Resume
Objective : As a Customer Engagement Manager, experienced in E-commerce customer service management roles, in a fast-paced environment, Experienced with E-commerce platforms and Print on Demand concepts. Responsible for Managing an outsourced customer service team and creating Standard Operating Procedure (SOP) Manual for trained staff.
Skills : Customer Service, Creative Skills, Team Work.
Description :
- Understood complex solutions and concisely articulate the value propositions in such a way that is easily understood by target audiences.
- Built solid relationships with individuals at all levels.
- Managed multiple projects simultaneously while managing customer expectations in complex situations.
- Interacted with customers, identify their needs, and suggest new products and services that suit their interests.
- Interacted with the customers and take their feedback regularly.
- Contributed to engagement ideas on the company’s social media pages.
- Collaborated with different teams and monitor all aspects of the project, including communication, technology, development, and technology.
Experience
2-5 Years
Level
Executive
Education
BBA
