Customer Experience Specialist Resume Samples

Description :

1. Resolved product and service problems and took reports on outages and product failures.
2. Recommended potential products and services to Sprint business customers after analyzing their individual needs and spending trends.
3. Searched customer's accounts to find discrepancies and resolve complaints.
4. Ensured full and complete customer satisfaction.
5. Authored and presented progress reports and Individual Education Plans, handled academic testing.
6. Modified, developed, and adapted curriculum for each individual student.
7. Answered billing questions Resolved customer's inquiries.

Experience

0-2 Years

Level

Entry Level

Education

BS

Description :

1. Created a welcoming and exciting store environment while introducing customers to the store, directing customer traffic, and promoting store exploration.
2. Insured that customers' needs were met in a timely manner, and quickly and completely resolved customer issues.
3. Delivered the ultimate one-on-one coaching experience to customers while demonstrating product and accessory functionality.
4. Facilitated wireless workshops where I worked with groups of customers to demonstrate and educate them on a variety of technology solutions.
5. Sold solutions and processed customer transactions.
6. Contributed to the overall health and performance of the retail store by supporting daily business operations.
7. Ensured that all interactive displays were operational, including the latest and greatest smartphones, tablets, and smart accessories.

Experience

2-5 Years

Level

Junior

Education

Business Administration

Description :

1. Assessed the quality of interaction between call floor representatives and customers and conduct monthly audits of call floor quality monitoring.
2. Completed all quality monitoring assigned (phone, email, mail, data). Enter all monitoring results into the monitoring system.
3. Provided direction to call floor leadership as to which agents to monitor and what specific feedback/coaching should be provided.
4. Tracked and communicated completion rates to leadership in a timely fashion.
5. Facilitated a monthly meeting with call floor management and communicate to program leadership any quality issues.
6. Worked with call floor management to devise a weekly quality/monitoring strategy.
7. Identified trends and training development opportunities and communicate these findings on a monthly basis to their immediate supervisor.

Experience

7-10 Years

Level

Management

Education

Masters

Description :

1. Monitored and assisted Customer Experience Reps in all facets of their positions.
2. Provided, implemented, and gauging SOP. Addressing and responding to escalated customer opportunities.
3. Educated on all product and procedure knowledge in the classroom and real-time environments.
4. Membered of a committee to design and implement SAP software for the Customer Experience department.
5. Provided Customer Service and Sales support to 65 Food Service customers in multi-media communication.
6. Duties include taking orders, up-selling, introducing new products, tracking customer orders and inventory, coordinating shipments.
7. Worked with the MIS (IT) group to improve our software system to be more efficient and user-friendly for all employees.

Experience

10+ Years

Level

Senior

Education

Associate In Science

Description :

1. Created a welcoming and exciting store environment.
2. Introduced customers to the store, direct customer traffic, and promote store exploration.
3. Ensured customers' needs are met in a timely manner. Quickly and completely resolved customer issues.
4. Delivered the ultimate one-on-one coaching experience to customers by demonstrating product and accessory functionality.
5. Facilitated wireless workshops, working with groups of customers to demonstrate and educate them on a variety of technology solutions.
6. Sold solutions and processed customer transactions, including the latest and greatest smartphones, tablets, and smart accessories.
7. Contributed to the overall health and performance of a retail store by supporting daily business operations.

Experience

2-5 Years

Level

Junior

Education

Bachelor Of Arts

Description :

1. Interacted with various business user groups for gathering the requirements for Uservoice Implementation and documented the Business and Software Requirements.
2. Maintained key business metrics, including Key Performance Indicators (KPI), Call Quality, and Net Promoter Scores (NPS) results.
3. Routinely conducted a bi-weekly Problem Management/Post-Implementation Review (RIP) meeting.
4. Consisted of analyzing bugs from new product release/ upgrades, triage, prioritize, defect remediation, and JIRA status report.
5. Reduced the Knowledgebase "Time Rated Not Helpful"  by updating frequently asked questions (FAQ)'s.
6. Implemented UV Instant Answer, which answered up to service request before users even, submitted a ticket.
7. Managed Google Analytics, identifying enhancements based on usage and traffic patterns.

Experience

5-7 Years

Level

Executive

Education

Computer Information

Description :

1. Worked with customers to collect data for operations to accurately program a new phone system the customer is leasing/purchasing.
2. Conducted project management meetings to keep all components of a project on schedule.
3. Coordinated the installation of the system with training. All of these things help morale in the store.
4. Created leave-behind materials for reference at the time of installation & training.
5. Acquired documented customer acceptance of their systems/equipment and process to initiate warranty, register systems, and complete orders to billing.
6. Posted sale to assure the customer's system is set up as it is needed to be.
7. Sent post-sale to assure customers have the proper contact information for support going forward.

Experience

7-10 Years

Level

Management

Education

Business Club

Description :

1. Provided excellent customer service.
2. Provided a positive and comfortable environment that encourages customers to learn and enjoy their new devices.
3. Responsible for having a profound knowledge of the brand and policies.
4. Participated in special projects as well as floated from the Customer Experience department to the New Studio Sales department.
5. Resulted in selling many new memberships and helping reach sales goals for multiple studios.
6. Performed troubleshooting and make transactions when necessary.
7. Taught specific operating system classes for customers in order to provide them with the knowledge they need to operate their devices with ease.

Experience

5-7 Years

Level

Executive

Education

Associate In Science

Description :

1. Stocked shelves, counters, and tables with merchandise. Was instrumental in merchandising new products.
2. Executed daily operations of providing excellent customer service, answering the phone, calculating bills, organizing clothes.
3. Stamped, marked, and tagged price on merchandise.
4. Obtained merchandise requested by customers. Received merchandise selected by customers.
5. Responded to emails and voicemail efficiently and provide consistency in response.
6. Responsible for knowing MindBody Online software.
7. Responsible for upselling memberships and keeping existing clients.

Experience

5-7 Years

Level

Executive

Education

Elementary Education

Description :

1. Greeted guests in a timely and professional manner.
2. Waited on multiple customers at the bar and throughout the bar area.
3. Managed strict beverage control to minimize waste. Served each guest courteously, quickly and efficiently.
4. Processed orders on a computerized Point of Sale system.
   
5. Maintained a consistent, regular attendance record.
   
6. Consistently provided professional, friendly, and engaging service.
7. Set up advertising displays and arranged merchandise on counters and tables to promote sales.

Experience

5-7 Years

Level

Executive

Education

BS