Customer Experience Manager Resume Sample

Customer Experience Manager Resume Sample

Ruby Nichols

1 Main Street
New Cityland, CA 91010
Cell: (555) 322-7337
E-Mail: example-email@example.com

Summary

Service-minded Customer Experience Manager with broad scope of experience in several retail environments. Keen ability to assess ineffective areas of customer service and proposing effective solutions. Expertise in customer loyalty, relationship, and value management.

Highlights

Increasing loyalty
Maximizing engagement
Improving customer satisfaction
Organizational changes
Project management

Business development
Analytical problem solver
Solution-focused
Operational improvements
Strong leader and communicator

Experience

March 2011 to Current
Jackson Markets New Cityland, CA
Customer Experience Manager

Implement customer experience improvements for 20-location chain of upscale food markets across 14 cities in California and Nevada.
Root out inefficiencies, incorrect procedures, and detrimental practices to turn around falling customer base at all locations.
Fostered 20% increase in customer loyalty by implementing interaction improvements.
Grew repeat business 10% and improved customer satisfaction survey results 25%.

June 2008 to February 2011
Warehouse Direct Furniture Denning, MA
Customer Experience Manager

Assessed customer satisfaction through direct observations, surveys, and employee interviews.
Analyzed reports detailing service metrics and redesigned practices to eliminate service bottlenecks and eliminate several common customer concerns.
Looked at customer service protocols for many different types of issues, such as damaged furniture, and identified numerous areas of improvement.

August 2006 to May 2008
CS Consultants New Cityland, CA
Customer Experience Consulting Manager

Worked with wide range of retail clients to assess areas for improvement in customer service.
Developed strategies for implementation to increase customer loyalty through proactive surveys, coupon programs, and social media engagement.
Handled several complex accounts and received consistent high marks for performance.

Education

2006 Denning Business School Denning, MA
Master of Science Business Administration

2003 East Pointe Business College East Pointe, AL
Bachelor of Science Business Administration

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