Customer Experience Manager Resume Samples

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Customer Experience Managers are found in a variety of organizations and are in charge with ensuring a satisfying customer experience. Based on our collection of example resumes, typical Customer Experience Manager duties are hiring and training customer service staff, identifying customer needs, implementing customer satisfaction strategies, measuring customer satisfaction levels, and running surveys and interviews. Successful sample resumes for this position highlight capabilities such as customer service, communication, problem solving orientation, attention to details, computer operation, and leadership. Eligible candidates come from diverse educational backgrounds and have completed customer service training.

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1

Customer Experience Manager

Led all aspects of the customer experience including contact center, order fulfillment and product presentation supporting catalog and internet sales of men's apparel.

  • Led transition project to move from incumbent third party call center and fulfillment provider to new provider. Transition, including system setup, training, and product movement completed in 60 days.
  • Established and documented customer care policies and procedures.
  • Manage day-to-day relationship with third party call center and fulfillment provider.
  • Partnering with call center operations team, and through on-site visits and training, improved agent proficiency, reducing average talk time by 23% within 90 days, and 30% within 150 days.
  • Reduced shipping carton cost by 37% while maintaining a branded experience.
Candidate Info
24
years in
workforce
2
years
at this job
BS
Industrial Management
2

Customer Experience Manager

  • Managed Customer Experience Management Team with a budget of $2 million.
  • Increased average customer satisfaction of 10 million retail customers 5% by establishing 360
  • Decreased the cost of complaint-handling by $3.6 million and the number of complaints 27% by redesigning the complaint-handling process.
  • Improved consistency and clarity of the company communication by developing call center/
Candidate Info
6
years in
workforce
1
year
at this job
BA
Mechanical Engineering
MA
Mba
3

Customer Experience Manager

Demonstrated a high level of energetic responsiveness to 35-40 customers per day.

  • Listened closely to each customer's needs, and determined the best possible response and solution.
  • Communicated accurately with technicians to establish time commitments that exceeded customer requirements.
  • Provided excellent customer service that exceeded customer expectations on a regular basis.
  • Exceeded store and individual sales goals on a monthly basis. Top salesmen in total sales every month.
  • Supervised up to six employees on a daily basis.
  • Maintained efficient inventory levels and managed outside purchasing/returns.
Candidate Info
6
years in
workforce
2
years
at this job
BBA
Business Marketing And Management
MA
Master of Arts
4

Customer Experience Manager

Worked cross-functionally through concept, design, development, deployment, and post launch analysis to develop project documentation (BRDs, FSDs, and TRDs) for all projects.

  • Partnered with SSI to create the Automated Reporting Tool (ART) reducing manual reporting hours by 162K and saved $4M annually
  • Built business case to incorporate combining Streamline pages to Advantage Add as a Percentage of Core project that saved 60 seconds CRT an annual savings of $981K
  • Incorporated employee feedback to successfully launch the Employee Benefit Change and increased employees with tablets by 72% within 5 days of launch
  • Provided high demand support for the SunCom project to ensure policies, processes, training, call routing, and integration of legacy SunCom procedures were in place by launch date. Worked closely with the SunCom project team to develop the Business Requirements Document and complete User Acceptance Testing prior to launch and provided support to resolve any identified issues
Candidate Info
10
years in
workforce
4
years
at this job
5

Customer Experience Manager

  • Drove results in all KPIs for a full-concept $5+ million business. Store comp +13%LY on negative traffic.
  • Coached staff on delivering exemplary customer service: above 60% client satisfaction rating.
  • Oversaw store operation, scheduling for 50 associates, and safety in partnership with store director.
  • Convey seasonal message, and elevate shopping experience through dynamic and compelling visuals.
  • Collaborated with loss prevention team and improved shrink by more than 80% over the previous year.
  • Managed client list of 700 via email, and handled media outlets to promote store events.
Candidate Info
6
years in
workforce
11
months
at this job
BS
Industrial Engineering
6

Customer Experience Manager

First Customer Experience Manager for [company name] eCommerce platform launched in June 2014. Created foundation for the Customer Service department and implemented current workflows from the ground up.

  • Directly manage level one support staff, including Technical Writer
  • Work alongside sales and marketing teams to create tailored customer onboarding plans to increase platform adoption and reduce churn
  • Maintain above industry average customer satisfaction rates between 95% and 96% month over month
  • Identify, monitor, and report on relevant KPIs at weekly product team meetings
  • Spearheaded transition from Salesforce Service Cloud to Zendesk for more streamlined customer support
  • Created business rules to route tickets effectively decreasing average ticket response time by 60%
  • Implemented TalkDesk online call center for inbound call queue management, decreasing missed calls by 50%
Candidate Info
5
years in
workforce
2
years
at this job
BA
Communication
7

Customer Experience Manager

Responsible for supporting the GM in managing all aspects of the store's business, including merchandising presentation, and loss prevention

  • Executed store strategy.
  • Achieved key business goals.
  • Delivered an exceptional customer service experience.
  • Managed payroll and forecasted business trends to ensure store exceeded sales plan.
Candidate Info
17
years in
workforce
3
years
at this job
8

Customer Experience Manager

  • Designed and implemented standards to enhance the customer experience for all on and off site customer facing departments including collections, tech services, returns and 2 customer service departments.
  • Designed and implemented the sales call scoring process for 9 inside sales reps which boosted sales consistency and production.
  • Reviewed live and recorded customer service and sales calls for quality assurance. Designed and implemented the customer service call scoring process to ensure exceptional customer service.
  • Evaluated trends and provided recommendations to executive management regarding quality of service including speed of resolution.
  • Generated and analyzed KPI reports including speed to answer and average handle time.
Candidate Info
12
years in
workforce
2
years
at this job
9

Customer Experience Manager

  • Recruited and trained top talent within the region to increase annual stores sales by over $300,000.
  • Improved the quality of store customer service by analyzing and redesigning processes and implementing changes based upon monthly and quarterly reports.
  • Evaluate and manage performance to maximize team sales and customer experience.
Candidate Info
5
years in
workforce
2
years
at this job
AS
Hospitality Management
BA
Business Management
10

Customer Experience Manager

Created and manage a Customer Experience Department staffing model and hiring protocol for the business.

  • Developed and implemented an Onboarding & Training Program for new Customer Experience Partners.
  • Developed and implemented error-reduction initiatives lowering Departmental errors/employee in 2014.
  • Created and implemented the Customer Experience Department's Vision to Results plan providing clarity about strategies, initiatives and tracking in alignment with Corporate Vision/Mission/Core Values.
  • Collaboratively created and utilized Personal Growth & Development goals for Customer Experience Partners tied to the Departmental Vision to Results plan.
  • Customer-centric Alignment strategic objective Champion
  • Integrated qualitative insights into Continuous Improvement projects to align the overall improvement to customer experience and customer-centric thinking.
Candidate Info
12
years in
workforce
2
years
at this job
C
Leadership Institute
Graphic Design
Education

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