SENIOR CUSTOMER EXPERIENCE SPECIALIST RESUME EXAMPLE
Published: September 11, 2024 - The Senior Customer Experience Specialist ensures effective service and solution delivery to maintain high quality customer outcomes and satisfaction. Oversees customer relationships, acting as the primary point of contact and spearheading initiatives for customer retention and satisfaction improvements. Analyzes customer data to guide management decisions, supports complex service delivery readiness, and aligns strategies with revenue and cost reduction goals.
Tips for Senior Customer Experience Specialist Skills and Responsibilities on a Resume
1. Senior Customer Experience Specialist, Lumen Technologies, Denver, CO
Job Summary:
- Assist in generating service-related RFP responses by providing unique service offerings and price exceptions
- Negotiate and drive large service contract renewals to completion, utilizing pricing and service offerings
- Acts as the voice of the customer & partner for post-sale resolutions within the business
- Work as a team on a back office, group email box, and online portal to create bookings, invoices and orders as accurately and expeditiously as possible.
- Determine when appropriate to escalate customer concerns to management
- Assist customers and sales representatives with any request/inquiry or complaint through the system to resolution
- Administrate/Expedite notifications, orders, monitor through to completion
- Support internal & external regional services Sales activities
- Take full and complete ownership of all Customer Service Support to provide and maintain customer satisfaction
Skills on Resume:
- RFP Response Preparation (Hard Skills)
- Contract Negotiation (Hard Skills)
- Customer Advocacy (Soft Skills)
- Data Entry Accuracy (Hard Skills)
- Issue Escalation (Soft Skills)
- Customer Inquiry Handling (Soft Skills)
- Order Management (Hard Skills)
- Customer Satisfaction Maintenance (Soft Skills)
2. Senior Customer Experience Specialist, Randstad USA, Atlanta, GA
Job Summary:
- Ensures overall service and solution delivery to achieve quality customer outcomes
- Manages the relationship with and oversees customer satisfaction for assigned accounts
- Acts as primary contact for the customer and behaves professionally to support customer retention/renewal
- Leads regular customer and partner meetings, visits customer sites as needed, reviewing service plans and recommends improvement to services
- Advises and introduces customer to new offerings from company
- Delivers cost reduction goals and demonstrates ownership of revenue goals and understanding of P&L aligned with Sales
- Supports service delivery readiness on complex accounts which may include multi-national or global accounts or key customers
- Interprets data provided by the customer and provides regular updates to management to help drive effective business decisions
- Ensures customer SLA's/KPIs and quality standards are met
Skills on Resume:
- Service Delivery Management (Hard Skills)
- Relationship Management (Soft Skills)
- Customer Retention Strategies (Soft Skills)
- Meeting Facilitation (Soft Skills)
- Product Knowledge (Hard Skills)
- Financial Acumen (Hard Skills)
- Data Analysis (Hard Skills)
- SLA and KPI Management (Hard Skills)
3. Senior Customer Experience Specialist, Spectrum Health, Grand Rapids, MI
Job Summary:
- Identifying the improvement areas for customer-centric design of banking products and services, coordinating and following up the improvement projects
- Measuring and reporting the customer experience and satisfaction performance regarding channels and services, managing the projects to improve this system
- Keep an eye on developments both in local and multinational markets to identify opportunities to adapt and develop business plans
- Performing the required analyses by using “Voice of Customer” data and various KPIs
- Identifying the factors influencing customer experience and finding the best solutions via root cause analyses
- Carrying out Experience Researches (benchmark, ethnographic, neuromarketing, etc.)
- Carrying out experience design activities by using “design thinking” methodology
- Customer journey mapping and following up the results
- Tracking customer complaints and determining the required analyses to improve customer experience.
Skills on Resume:
- Customer-Centric Design (Hard Skills)
- Project Coordination (Soft Skills)
- Performance Reporting (Hard Skills)
- Market Analysis (Hard Skills)
- Data Analysis (Hard Skills)
- Experience Research (Hard Skills)
- Design Thinking (Hard Skills)
- Complaint Management (Soft Skills)
4. Senior Customer Experience Specialist, Genesys Telecommunications, Daly City, CA
Job Summary:
- Act as a key coordinator with all stakeholders for a smooth implementation (e.g. prepare meetings, follow up action plans with stakeholders)
- Prepare & document UCM working processes (signed off versions)
- Proceed with the procurement & internal payments (when arise) for the program
- Monitor BAU activities (reassignment process, campaign & servicing performance & result)
- Act as contact point to handle feedbacks/questions from agents/customers/stakeholders about the UCM program (working process, contests, communications)
- Maintain reports and system development
- Monitor dashboard, reports and do analysis for management update
- Work with IT about bugs, UAT for error fixing and enhancement
- Follow up with stakeholders about system testing and check-ins
Skills on Resume:
- Stakeholder Coordination (Soft Skills)
- Meeting Preparation (Soft Skills)
- Process Documentation (Hard Skills)
- Procurement Management (Hard Skills)
- Performance Monitoring (Hard Skills)
- Feedback Handling (Soft Skills)
- Data Analysis (Hard Skills)
- System Testing Oversight (Hard Skills)