Customer Advocacy Resume Samples
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Customer Advocacy Resume Samples
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MF
M Funk
Maxwell
Funk
87574 Sage Divide
Philadelphia
PA
+1 (555) 136 4832
87574 Sage Divide
Philadelphia
PA
Phone
p
+1 (555) 136 4832
Experience
Experience
Los Angeles, CA
Customer Advocacy Analyst
Los Angeles, CA
Johnson-Turcotte
Los Angeles, CA
Customer Advocacy Analyst
- Utilize processes to maximize work flow and work to minimize causes of customer dissatisfaction by educating agents and customers
- Work closely with and support the Vendor Management and Phoenix Retention Teams with ad-hoc requests and inquiries
- Willingness to work in a matrix environment and to value the importance of teamwork
- Maintain a positive, results oriented work environment
- Analyze VOC & VOA surveys sent by customers as a priority for immediate resolution, coaching or business improvement
- Daily audit of VOC & VOA Results Manager to ensure we are within 48 hour SLA of when survey received
- A flexible attitude with respect to work assignments and new learning
Los Angeles, CA
Customer Advocacy Manager
Los Angeles, CA
Bartoletti, Lubowitz and Corkery
Los Angeles, CA
Customer Advocacy Manager
- Keep track of all customer advocacy participation and provide customers with tokens of appreciation—thank you notes, FICO World tickets, complementary training, etc…
- Identify additional forms of insight to help deep dive on what we learn from the VMware Insights and Partner surveys example Marketing events, Sales activities etc
- Works in a pleasant office environment with other department staff, utilizing a computer workstation and various software applications. Specific work schedule is coordinated with direct supervisor
- Execute performance and career development discussions
- Provides hands-on learning and development opportunities for direct reports through consistent coaching, call shadowing, account management training and development of client care programs
- Provides high touch customer care for assigned customers, consistently demonstrating subject matter expertise to manage and respond with urgency, clarity, competence and swift fulfillment of all customer and reseller requests
- Identifies issues through the monitoring of support and inquiry queues, task assignments, customer communications and performance reports and takes timely action to resolve the issues
present
Detroit, MI
Customer Advocacy Leader
Detroit, MI
McCullough-Stroman
present
Detroit, MI
Customer Advocacy Leader
present
- Develop standard operating procedures and contribute to continuous improvement of existing ones
- Seen as SME in their work stream/workgroup
- Make recommendations to the operational teams for the delivery of optimum performance
- Keeps others informed of data that contributes to the performance of the team, department or company
- Flexible to work on weekend and evening shifts
- Engenders trust and respect in all working relationships
- May be active in the training and/or development of others
Education
Education
Bachelor’s Degree in Customer Satisfaction Resulting
Bachelor’s Degree in Customer Satisfaction Resulting
Florida Atlantic University
Bachelor’s Degree in Customer Satisfaction Resulting
Skills
Skills
- Excellent interpersonal, verbal and written communication skills
- Work with individuals and teams across Adobe to develop a data driven point of view on how well Adobe is delivering on its customer advocacy goals, leveraging and building upon existing frameworks and models to communicate those insights
- Aggregate, organize and perform quantitative analysis of relevant survey data and operational metrics using SPSS or other data analysis tool to identify customer experience insights and for effectively visualizing and communicating that data
- Ability to manage and prioritize tasks efficiently and accurately
- Culturally aware and ability to think and work globally
- IT literate – Experience with Microsoft based applications and a general knowledge of PC functions
- Attention to detail and organizational skills
- Ability to work independently and take ownership of and responsibility for work assigned
- Analytical skills
- Willingness to work in a matrix environment and to value the importance of teamwork
15 Customer Advocacy resume templates
Read our complete resume writing guides
1
Customer Advocacy Manager Resume Examples & Samples
- Key responsibilities and accountabilities: i.Capture and Analyze Insights - As part of advocating for VMware customers and partners it is important to understand their needs. This role will have responsibility over capturing the voice of VMware customers and partners in the region you are supporting. This includes
- Engagement in survey design and preparation
- Contact list development to ensure we have the right contacts
- Identify additional forms of insight to help deep dive on what we learn from the VMware Insights and Partner surveys example Marketing events, Sales activities etc
- Identify ways to improve response rates and increase engagement with the field
- Strong communication and influencing skills and proficient in English
- Effective negotiation and problem solving skills
- Passion and a high concern for customer loyalty
- Ability to adapt to change and innovative
- Self-aware and an active learner
- Resilient, optimistic attitude and Collaborative
- Follows through on own commitments
2
Senior Regional Customer Advocacy Manager Resume Examples & Samples
- Engage with regional leadership sharing what we learn about their business, their customers and partners
- Ensure smooth implementation of survey programs in the supported region through review and testing
- Internal stakeholder alignment: Ensure the supported regional senior leadership team and field account teams are aligned to the program plan
- At least 5 years in a customer service and or consulting role, preferably in the Information Technology
- Ability to translate customer insights into actionable business recommendations
- Ability to deliver expected and agreed results
- Experience in change management and continuous improvement
- Knowledge of Sales Force is an advantage
- Customer Loyalty and Marketing experience would be advantageous but not required
- Strong business acumen
3
Manager, Customer Advocacy Resume Examples & Samples
- Own the creation and maintenance of end-to-end Voice of Customer program
- Collaborate with Customer Experience Strategy to ensure all key stakeholders understand the customer experience and irritants at all points of interaction
- Lead in the identification of gaps in current channel experiences & hand-offs
- Influence product development and enhancements to impact key customer experience improvement projects
- Ensure programs are in place to collect key customer irritants from customers, through surveys and online collaborative forums, and ensure accountability and transparency is maintained
- Design, execution, and ongoing management of the Voluntary Survey Program that encompasses TD Canada Trust, TD Bank, TD Direct Investing, and Insurance (including Mobile)
4
Customer Advocacy Liaison Resume Examples & Samples
- 65%: Business Delivery and Operational Effectiveness
- Logs, manages and tracks complaints/feedback throughout the lifecycle ensuring compliance with the Complaint Management Team procedures
- Effectively leverages technology and tools ( e.g. Salesforce.com, text analytics tool) to ensure proper tracking, trending, communications, resolution and follow up of customer complaints and optimization of the customer experience
- Completes daily review of feedback items identifying regulatory themes (as appropriate)
- Triages complaints while identifying appropriate line of business partners or Corporate Support Areas required for resolution of the issue(s)
- Ensures responses are within Service Level Agreements
- Provides an approved response to the customer that is consistent with the Bank’s policies and procedures
- Ensures that personal actions and those of team member(s) are aligned with the organization’s brand, values and behavioral standards
- 10%: Client and Relationship Management
- Develops and manages strong working relationships with key partners such as Line of Business leaders, Executive Offices, Corporate Support Areas, Sales Effectiveness, NA Delivery Team, BMO Headquarters partners and other colleagues within the BMO Financial Group
- Work with Personal and Small Business Banking Customer Experience team colleagues in a collaborative environment to create a consistent internal brand for that team
- 25%: Risk Management and Control
- Ensures complaint processing documentation is complete and appropriately reported in the system
- Ensures timely closure and reporting of regulatory complaints/issues to the appropriate business group or agency to enable that the Bank meets all associated requirements
- Refines approaches to risk within function, identifying issues and applying risk mitigation and management methods to ensure risk/return trade-off is optimized
- Adheres to all applicable personal banking, commercial banking, investment and lending regulations, policies and procedures, legal and ethical requirements, process requirements and established risk guidelines
- Maintains the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with the Bank’s policies and procedures
- Knowledge of regulatory requirements associated with complaint management (basic)
- Knowledge of communication practices and processes in order to meet the decision support, reporting and control requirements of the organization (in-depth)
- Strong knowledge of BMO Harris Banks P&C US and the Retail and Small Business business model, distribution channels and key customer touch points (working)
- Strong communications skills (in-depth)
- Strong stakeholder relationship management skills (i.e. ability to consider, anticipate and address their needs) (working)
- Capable of effectively leveraging technology to provide efficient and effective business processes (basic)
- Analytical Thinking (in-depth)
- Change Leadership (working)
- Ability to manage multiple priorities (in-depth)
- Managerial courage (basic)
- Strong problem solving/decision making skills (working)
- Ability to influence with/without authority (working)
- Customer Focus (expert)
- Timely Decision Making (working)
- Decision Quality (in-depth)
- Integrity and Trust (expert)
5
Manager, Customer Advocacy Resume Examples & Samples
- Design, build and manage the Customer Advocacy / NPS program for MLC Life that encompasses the entire feedback loop from customer & adviser feedback to data & insight collation and initiatives identification to improve customer advocacy
- Manage the MLC Resolve team accountable for the resolution of customer complaints effectively & efficiently in compliance with regulatory timeframes to drive improvements in customer advocacy
- Accountable for the identification of root causes of complaints and events and submission of resolution initiatives into the enterprise prioritisation process
- Coaching, monitoring & supervision of direct reports to ensure they have the skills and knowledge to perform their role to be compliant with regulatory & legislative requirements and in a professional and ethical manner
- Ability to resolve complex challenges within appropriate timeframes
- Manage direct reports and provide guidance, undertake performance management of direct reports, identify training and development needs whilst leading, coaching and motivating staff to deliver exceptional customer service and act as ambassadors for MLC when dealing with customers
- An understanding of international best practice, industry trends and directions in both business and technology, and an awareness of global developments. Evaluate and communicate implications and recommendations to add value to the competitive advantage for MLC Life Limited
- Ensure that all work is performed in accordance with the requirements of the Health & Safety Policy, procedures and legislation. Take reasonable care for own health & safety, as well as that of others
- Experience in delivering and running NPS or VOC programs at a similar sized organisation
- Ability to work autonomously, be adaptable and deal with ambiguity
- An understanding of the operating landscape of an insurance company is highly desirable
6
Global Customer Advocacy Resume Examples & Samples
- Effective listening skills are critical. Highly developed public speaking/presentation skills are preferred
- Background with Subcontract, Shops and Supplier assessments and internal auditing
- Experience with Customer interaction/feedback processes (e.g. Project Status Reviews, Transactional and Perception Survey Processes)
- Working knowledge of ISO 9000 and SEI and/or CMMi applications
- Strong project management, team building, quantitative analysis and problem solving skills
- Strong statistical analysis skills with solid command of the tools and methodologies to support the analysis
- Exceptional interpersonal communication skills, team work, leadership, customer service, project/ issue management, and people management skills are required
- Strong presentation skills needed to communicate effectively issue status to customers and staff
- Time management and organizational skills are necessary
- Implementation of DSS principles. Mid-to-high level of competency with Motorola-supported programs such as Outlook Power Point, Word, Excel, Compass and Clarify
- Must understand survey analysis techniques and accompanying database management
- 5 - 10
- Bachelors Degree Experience with Customer interaction/feedback processes (e.g. Project Status Reviews Transactional and Perception Survey Processes) is required. Prior experience with ISO 9000 and SEI and/or CMMi applications is required.Want to create a job search agent? Send this job to a friend
7
Customer Advocacy Analyst Resume Examples & Samples
- Participate in projects and initiatives as assigned, including reporting information and escalations as needed
- Maintain a positive, results oriented work environment
- Communicate in an open, balanced and objective manner
- Provide technical knowledge where appropriate
- Maintain a familiarity with Operational processes
- Support Operations staff in the use of survey tools and processes
- Assist in the maintenance of the relevant website, PAREXEL Connect page and filing areas, as needed
- Customer focused approach to work
- A flexible attitude with respect to work assignments and new learning
- Ability to manage and prioritize tasks efficiently and accurately
- Willingness to work in a matrix environment and to value the importance of teamwork
- Attention to detail and organizational skills
- Ability to work independently and take ownership of and responsibility for work assigned
- IT literate – Experience with Microsoft based applications and a general knowledge of PC functions
- Culturally aware and ability to think and work globally
- Educated to degree level (technology, biological science, pharmacy or other health related discipline preferred) or equivalent qualification or clinical research experience
- English proficiency (written and oral English)
- Relevant experience in the Clinical Research field (pharmaceutical industry or CRO) or other relevant experience in the areas of customer survey support required
8
Customer Advocacy Leader Resume Examples & Samples
- Functions as a problem solver for CAs and ECAs
- Interacts daily with the social community and has an active presence
- Maintains the work stream and drives the team to ensure daily operational delivery of KPIs
- Seen as executors and take action to resolve issues raised
- Will dive deep to root cause issues and suggest solutions
- Drives the team to deliver optimum performance
- Seen as SME in their work stream/workgroup
- Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service
- Maintains a high level professionalism and openness
- Assists ECAs in escalations issues
- May be active in the training and/or development of others
- Executes vision and goals for the team or department
- Full proficiency in Italian, both written and oral, and fluency in English
- Keeps others informed of data that contributes to the performance of the team, department or company
- Social Media person, interested in social network interactions
- High customer obsession, both for internal and external customers
- Strong attention to detail and organizational skills
- Insists on the highest standards from self and others. Drives accountability for results
- Problem solver with good analytical skills
- Able to prioritize in a complex, cross-functional and fast-paced environment
- Team player that puts team results above his own return
- Proven capability of responding readily and flexibly to changes
- Engenders trust and respect in all working relationships
- Flexible to work on weekend and evening shifts
- Computer literacy and proficiency with MS Office tools, in particular excel
9
Customer Advocacy Specialist, Enterprise Resume Examples & Samples
- Management and scaling of the Marketo Enterprise customer advocate program, including sourcing new advocates, creating mutually beneficial customer relationships, and fulfilling reference requests across Sales and Marketing
- Management of customer content lifecycle, from sourcing, to story development, to distribution and maintenance
- Support of key deliverables and initiatives that involve highlighting customers, including Customer Success section of the website, presentations, definitive guides/eBooks, and more
- Collaboration with corporate communications to make our client companies, and the marketers who work there, heroes through PR, social media, speaking opportunities, and awards
- Management of customer participation across all facets of marketing, including speaking at in-person and virtual events, references for analyst relations, Marketo reviews on review sites, and more
- Creation and refinement of customer advocacy processes and deliverables to ensure program can scale and to maximize the effectiveness and quality of assets created
- Tracking and measurement of key customer advocacy success metrics
- Bachelor’s degree, with emphasis in business, marketing, or related field; MBA a plus
- 2+ years of customer facing experience in sales, customer success and/or marketing, experience in advocacy programs a plus
- Excellent writing and communication skills
- Strong cross-functional stakeholder communications and engagement
- Strong relationship-building skills with customers
- Strong abilities in program development and management. The successful candidate can creatively address customer marketing programmatic needs and can show measurable results
- Flexible, can-do attitude, with ability to thrive in highly dynamic environment
10
Head of CX Customer Advocacy Resume Examples & Samples
- Responsible for managing and leading the Customer Experience programme for the CX Team supporting our 3 year strategy. This programme aims to programmatically improve the experience for our customers and continuously foster a more customer-centric culture within the company
- Liaise with leaders across CX, Analytics, Engineering, Product, Marketing, Sales at all levels to enlist support and buy-in on prioritized projects
- Lead cross-functional project teams through development, management and successful conclusion of top prioritized projects
- Develop a deep understanding of CX support operations and the Dropbox customer journey to anticipate how to drive continuous improvement and strategic value add for our customers
- Advise the CX Leadership Team on timelines and sequences for key strategic programs, helping to prioritize for maximum impact
- Review and analyze NPS data, trendlines, and key drivers in coordination with Analytics teams in order to advise the organization on top priorities to improve the customer experience and likely impact
11
Senior Director of Customer Advocacy Resume Examples & Samples
- Grow the customer base, enhance profitability, increase the strength of the customer base as an asset, and help balance traditional focus on cost cutting and revenue growth
- Serve as an advocate and voice of the customer by identifying current issues and trends and optimizing opportunities to understand and take action on customer needs
- Intensifying customer focus by improving customer experiences enterprise-wide and ensuring consistency across all channels of customer interactions
- Identify and focus on customer behavior movement as a result of implemented initiatives to establish connection and ROI to customer-driven growth
- Own / update customer journey maps and continually identify pain points and moments of truth
- Collaborate with Executive Team by providing guidance and recommendations on key decisions
- Influence a culture where the customer is consistently considered across the organization in all major decisions
- Establish experiential learning for walking in the customers' shoes
- Partner in the development of new offerings with a focus on customer centricity
- Oversee improvement activities aimed at reducing costs, increasing accuracy and efficiency of both internal and external customer satisfaction
- Provide oversight of cross functional groups for major on-going customer experience initiatives and quick wins
- The successful candidate will hold a Bachelor's degree from a university of recognized standing. A Master's in Business Administration (MBA) would be an asset
- A professional that has experience in developing and delivering customer experience strategies and programs in an organization recognized for its success in customer excellence
- Is at the forefront of leading edge customer insights - big data, data integrity, forecasting, trend analysis, competitive positioning and profiling. Able to capture and analyze customer metrics to improve retention, loyalty and experience
- High intellect and business acumen - anticipates and assesses needs; manages business risks and organizational dynamics; problem-solver: able to analyze diverse options, identify and articulate likely consequences, and develop and propose superior fact-based solution
- Experience and comfort working with Senior Executives to gain support for new initiatives and investments
12
Customer Advocacy Specialist Resume Examples & Samples
- Responds to customer inquires made to the general customer service e-mail address and tracks the status and results of any complaints received
- Monitors customer service tickets escalated to the Branches from Customer Care to ensure timely responses from the Branches
- Escalates complaints regarding Branch staff to Senior Management to assist with identifying performance improvement opportunities
- Provides reporting on customer service trends and process improvement needs
- Assist with the development of procedures, policies and training materials relating to customer service processes
- Occasionally presents training and reporting information at other locations
- Perform other job related duties or special projects as assigned
- Intermediate computer knowledge including general Microsoft Office (MS Word, Excel, Outlook)
- Solid written and verbal communication skills
- Ability to analyze data trends and compile meaningful reports
- Excellent customer service and problem solving skills
- Ability to build effective business relationships to attain accurate knowledge and ensure a timely response to the customer’s concern
- Knowledge of banking products and procedures preferred
- 2 years banking experience required
- None
13
Team Lead, Customer Advocacy Center Resume Examples & Samples
- Support the management of a team of employees, involving the leadership of employees in day-to-day activities and development of employees for other functions within the LOB as indicated by the guidance of the Manager
- Act as second-in-command for Manager during leave, vacation, extended hours, or other absences, in addition to regular Team Lead duties
- Provide direction and consultative assistance to the Coordinators
- Complete routine audits of complaints to ensure alignment to department standards and goals (ie complaint turnaround, proper documentation, etc)
- Review and validate positioning/resolution proposals to ensure appropriate actions are considered
- Complete side by side observation/coaching sessions with Coordinators
- 3-5 years BMO credit card contact centre experience
- Advanced knowledge of branch network, products, services and operations
- Former ALD/UDL/BFS qualified
- Working knowledge of the Lending Processes
- Coaching
- Business acumen
- Advanced analytical and organizational skills
- Advanced reasoning and complex problem resolutions skills
- Ability to effectively manage multiple priorities in a fast paced environment
- Ability to adapt quickly to changing situations and priorities
- Excellent verbal and written communication skills; ability to manage difficult and sensitive customer conversations
- Relationship management skills, including strength in conflict management
14
French Speaking Customer Advocacy Manager Resume Examples & Samples
- Manage service delivery using an evidence informed approach to improve outcomes for clients
- Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services
- Facilitate the review, orchestration and communication of Infrastructure changes within the organisation
- Ensure support services are aligned with agreed business needs and business expectations are both met and managed
- Good project and time management skills - Ability to work independently and manage one’s time
- Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills
15
Customer Advocacy Manager Resume Examples & Samples
- Coordinate and participate in monitoring, review and auditing processes related to support requests and service delivery
- Provide an effective on-call response service, as appropriate, supplemented by appropriately qualified team members as required
- 2+ years’ experience with support operations, with a proven record of driving process improvement and increasing customer satisfaction
- Strategic Thinking – ability to create a vision and deliver to clients
- Good interpersonal, work flow management and communications skills
16
Customer Advocacy Leader Resume Examples & Samples
- Implement actions to ensure daily operational delivery of KPIs
- Enable effective decision making by proposing innovative ideas to resolve issues and/or improve processes, utilizing data aggregated from multiple sources
- Develop standard operating procedures and contribute to continuous improvement of existing ones
- Drive strategic and operational initiatives to improve the relevant metrics
- Manage, motivate, and influence other teams and stakeholders
- Dive deep to identify root causes for under-delivery and suggest solutions
- Make recommendations to the operational teams for the delivery of optimum performance
- Bachelor's degree in a relevant subject
- Demonstrated ability to influence stakeholders and build rapport with teams of all levels
- Problem solver with good analytical skills, able to find solutions for operational problems and process flaws, so that things fixed will stay as such
- Strong analytical and critical-thinking skills
- Excellent verbal & written communication skills
- Strong bias for action with the ability to juggle multiple priorities in a fast-paced environment and to work with minimal direction
- Advanced computer literacy and proficiency with MS Office tools, particularly Excel
- Flexible to work on weekend and evening shifts, if required
- Fluent in Italian, Spanish or another European language
- Master’s degree is preferred
- Experience in a CS environment
- Knowledge of workflow or capacity planning
- Experience of working with 3rd party vendors or agencies
17
Customer Advocacy Response Specialist Resume Examples & Samples
- 7 years Customer Service Experience
- :Bachelor's Degree
- Microsoft Office Suite Experience
- Experience with Financial Regulatory Guidelines and/or corresponding and/or reviewing responses to Regulatory Agencies
- Strong Research Experience
- Problem Resolution Experience
- Experience developing, analyzing and distributing reports
18
Customer Advocacy Analyst Co-op-consumer Markets Resume Examples & Samples
- Lead high impact Continuous Improvement ideas from adjuster pain points through solution implementation utilizing Lean and Six Sigma techniques
- Build reporting structure to monitor the impact of technology integration of Liberty Mutual and Safeco claims from a Homeowners Liability claims perspective
- Monitor & report on the results of one or a few initiatives in market, conducting analysis on performance relative to expectations, and making recommendations for enhancements
- Utilize current and emerging data science techniques to manipulate large structured and unstructured data sets, help identify patterns in raw data, and develop models to predict the likelihood of a future outcomes
- Prototype new algorithms in software systems
- Effective interpersonal, written and verbal communication skills
- Possess strong technical skills, demonstrating proficiency in Microsoft Office Suite applications (e.g. Word, Excel, Access, PowerPoint, etc.)
- In some cases, SQL and/or SAS preferred
- In some cases, Python, Java and/or C++ preferred
- Ability to provide information in a clear, concise manner
- Ability to build and maintain effective relationships and work in a team environment
- Effective analytical skills to gather information, analyze facts, and draw conclusions
19
Hospitality Customer Advocacy Manager Resume Examples & Samples
- Implement and manage all part of the client experience within Support
- Ensure service related documentation is accurate and kept up-to date at all times
- Ensure quality of practice meets contractual requirements, legal obligations and organizational policy and procedures
- Identify and elevate issues impacting on achievement on service delivery objectives and to continually improve services
- Review SLAs, follow-up on issues impacting on achievement on service delivery objectives and to continually improve services
- Produce accurate and timely reports to demonstrate delivery performance to nominate customers and to ensure effective management of performance levels
- Facilitate the review, orchestration and communication of infrastructure changes with the organizations
- Develop strong working relationships and increasing engagement / collaboration with peers
- Contributing to the on boarding, training and mentoring of new team members
- Through daily support activities, strives for a high degree of customer satisfaction resulting in positive references for the product that we support as well as the Cloud Services that we provide
- Degree in Computer Science, Information Systems, Hospitality or related field
- 2+ years’ experience with Support operations, with a proven record of driving process improvement and increasing customer satisfaction
- Teamwork – candidates must be a strong team players, who support their colleagues and share their skills
- Experience in similar roles within IT or Hospitality environment, preferably both
- Excellent analytical troubleshooting skills and ability to own problems through to resolution as well as being able to analyze statistical data
- Track record of working within diverse and successful IT teams
- Ability to demonstrate a mature understanding of key business groups
- Excellent PowerPoint Presentation skills (i.e. able to efficiently create a multi-page deck to deliver a key message
- Good project and time management skills – ability to work independently and manage one’s time
20
Manager, Customer Advocacy Resume Examples & Samples
- Leads task forces and update meetings attended by these leaders to inform, engage, and track progress
- Keeps the focus and momentum on improving the customer experience
- Acts as company’s primary liaison with the Aviation Consumer Protection Division of the US Department of Transportation, for routine monthly complaint reporting and audits
- Acts as the liaison with all levels of leadership in a role that demands driving change across the organization
- Leads team of several analysts/PMs to support the initiative and keep driving improvements
- Acts as the liaison with DOT to improve customer handling, be the advocate that drives change benefitting customers
- Prepares/presents data throughout the organization
- Drives superior customer service, moving to being a leader in the service industry for customer service and service recovery
- Provides clear and concise, data-driven presentations that drive change in the organization
- Bachelor’s degree in relevant field or equivalent experience/training
- Proven project management skills
- Comfortable and skilled in interacting with all levels of leadership, both within the company and at the Department of Transportation
- Willing to undergo a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements, if applicable
- Willing to travel on company business if and when necessary
- Must be willing to work whatever schedule is required even if it extends outside of typical business hours
- Knowledge of industry regulations, particularly in the customer arena
- Familiarity with American Airlines’ policies, products, and performance as these relate to customer feedback
- Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc
- Background in data analysis and related tools/Office products
- Superior presentation skills
- Ability to effectively communicate with all levels both verbally and written
21
VP Customer Advocacy Resume Examples & Samples
- Identification of potentially vulnerable customers in the existing dispute resolution process for prioritisation, ensuring that the dispute resolution process is fair and timely
- To act as an escalation point and to provide an independent review of the complaint process and outcomes for consumer customers who choose to escalate complaints to the Customer Advocate
- Ongoing review of the internal and external dispute resolution processes, including recommendations on improvements to the process and training opportunities to prevent further escalation
- Engagement with key stakeholders on complaint trends to act as a key influencer and decision maker to drive process changes and a culture of continuous improvement
- Proactive identification of potential systemic issues or unfair customer practices, working closely with the business and Compliance to act as a key influencer and decision maker to make appropriate process & product changes
- Identifying training opportunities within the organisation to improve the overall complaint handling experience
- Acting as the customer representative on key projects including new product development and process changes, to ensure these meet Citibank’s Treating Customers Fairly requirements
- Leadership: ability to lead and motivate teams, both small and large to achieve best outcomes
- Stakeholder Management: Ability to influence and manage key stakeholders to Leadership Team level
- Dispute resolution: experience in internal and/or external dispute resolution and remediation
- Financial Services: A sound understanding of the financial services sector and regulatory environment
- Self- management: Self-starter, high motivation levels, taking full accountability for own performance
- Integrity: A proven history of exercising sound judgement in the best interests of customers
- Customer Focus: A strong customer focus, ensuring the customer is front and centre of everything we do
- Experience with project management methodology
- Lean experience or certification is desirable, but not essential
22
Customer Advocacy Resume Examples & Samples
- Customer service focus
- Skilled in data analysis and reporting
- Experience with reporting in the following a plus
- Must be currently pursuing a degree in Computer Science or Information Technology at an accredited college or university
- Experience in a customer-facing technical environment
23
Director of Customer Advocacy Resume Examples & Samples
- Great leadership of people. From executing programs for growth to coaching and mentoring at all levels. We require experience and innovation in team management and career growth
- You have used metrics that quantify the customer experience in ways that speak to the importance of relationships, customer experience, and agent satisfaction. It’s not just about the number of ticket we solve per day
- Experience partnering with development, sales, success, and marketing organizations to improve the customer experience. You understand how to influence peers and internal partners in the creation of new services, capabilities, and roles in a support organization
- Able to motivate large groups of people inside your organization and developing new and existing leaders in support roles
- Has examples of innovative tools, process and technology that have been put into practice to support a customer experience
- 4-6 years experience leading enterprise software customer support teams and operations (50 - 100 shift based resources)
- Detailed technical understanding of cloud based applications and methodologies (Zendesk, Salesforce)
24
Director of Customer Advocacy Resume Examples & Samples
- People leadership - You can recruit and inspire great talent
- Managerial expertise - Metrics driven, planning, and communicating with stakeholders are key parts of the role
- Systems level thinker – Able to take customer inputs and provide long-term fixes
- Scale – You have scaled customer advocacy teams in the past at a global level
- Practical - You have experience balancing short-term needs with long-term sustainability
- Tenacious - You bring a passion and desire to win against tough competition
- Communication – Strong cross-functional communication skills
25
Senior Specialist, Customer Advocacy Resume Examples & Samples
- Own our foundational customer advocacy program, and develop it into a thriving community of customer advocates and influencers
- Build and manage a strong, data-driven pipeline of customer references from a variety of regions and verticals
- Conduct interviews, and draft message-driven customer success stories
- Write detailed promotional plans for strategic use of customer content
- Work closely with customer-facing teams to develop and nurture relationships with customer contacts, and craft effective outgoing messages
- Prepare reports and determine metrics for ensuring effectiveness of marketing plans
- Work closely with the marketing, sales, and internal communications teams to ensure alignment on key messages
- Assist with the programming and promotion of industry sessions for our annual user conference, Relativity Fest, as well as other major conferences throughout the year
- Provide customer stories as needed for keynote presentations, internal meetings, etc
- Keep up with current e-discovery and related industry trends to provide compelling content
- Ensure all external communications adhere to brand standards and are aligned with kCura’s strategic objectives
- BA/BS in Communication, Public Relations, Journalism, or related field
- At least three years experience in a marketing, communications, corporate branding, or writing-focused role
- Experience with customer engagement/advocacy programs or influencer marketing
- Learn about kCura and Relativity, earn a base-level Relativity certification within 180 days
- Multi-faceted, strategic marketing professional with demonstrated success in integrated marketing communications
- Must be able to understand and effectively communicate complex, technical ideas between web, phone, video, and social media
- Ability to thrive in a fast-paced, deadline-driven, team environment with shifting priorities
- High-touch customer service
- Meticulous attention to detail and strong proofreading capabilities
- Proven history of resourcefulness, initiative, creativity, and self-motivation
- Excellent collaboration skills across interdisciplinary teams
- Superior organizational and operational skills
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Customer Advocacy Response Specialist Resume Examples & Samples
- 3-5 years of Quality Assurance experience
- Proficiency in Quality Center
- Proficiency in MS Office (Word, Excel, Outlook, PowerPoint)
- Previous analytical experience (analyzing problems and analyzing results)
- Must be a self-starter with the ability to take direction and work independently while also working in a team environment
- Ability to work in a fast-paced, dynamic environment
- Experience in Agile Scrum practices
- Experience working on Corporate applications (HR, Finance/GL, Risk)
- Technical Experience is a plus (.Net, Java, Mainframe, SQL, etc)
- QA Lead experience
- Query experience for SQL or Oracle databases
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Director, Customer Advocacy & Quality Resume Examples & Samples
- At least 5 years of success and experience in global corporation
- Demonstrated passion for customers and successful customer engagement skills
- Demonstrated ability to succeed in leading and teaming up across organization
- Demonstrated successes in true global environments and high cross culture awareness
- Relevant experience with Quality System methodology (Lean 6 Sigma or equivalent)
- Extensive experience in facilitating complex workshops to define process, deign CX, etc
- Experienced leader who recruits, develops and motivates world class employees regardless of geographic location
- Excellent written and oral communications skills required
- Requires an ambitious and optimistic personality with a “can do” approach to leadership in a competitive environment
- Disciplined work ethic
- Ability to work with limited supervision, in face to face and remote environments
- Strong computer skills, particularly Microsoft Office Suite
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Customer Advocacy Analyst Resume Examples & Samples
- Minimum 6 months working within designated line of business this position will support, preferred
- A minimum of 2-5 years sales and service support experience, preferred
- Must possess exceptional service skills
- Able to make decisions with limited supervision
- Effectively translates complex information into common terms
- Possess excellent technology skills and strong proficiency with Microsoft Office Suite/Excel
- Type 30+ WPM, and ability to navigate through several internet based applications
- Proficient in Windows-based computer programs with excellent navigation skills
- Own and Coordinate weekly VOC & VOA call (i.e. provide system enhancement suggestions, business improvements & customer feedback) and provide feedback to Vendor Management and Phoenix Retention Teams (may assist with vendor sites)
- Analyze VOC & VOA surveys sent by customers as a priority for immediate resolution, coaching or business improvement
- Research and communicate Brand NPS/Red Alert callback tracker to Customer Experience Team
- Coordinate customer call-backs utilizing down time/available time agents to drive resolution of outstanding complaints and/or issues relating to the VOC survey and/or USN Loyalty calls
- Ensure the closed-loop process is followed through to completion, engaging other departments as required
- Communicate weekly promoter and detractor surveys to internal operations team
- Develop and support Agents by providing and delivering a Best-In-Class level of service and coaching in areas of processes, procedures and customer service within the Discovery, POGO, ECM, and Peace Systems
- Identify root cause or breaks in process and provide essential materials to support coaching at internal and vendor sites
- Daily audit of VOC & VOA Results Manager to ensure we are within 48 hour SLA of when survey received
- Ensure care agents receive updates to policy changes, requirement and products. Coordinate and communicate, update changes and requirements to projects, etc. to the contact center, related to energy
- Analyze and mitigate all complaint oriented contact center activity in coordination w/ OTP Complaints team in Tulsa. Must engage with and verify possible L3 and L4 complaints (PUC/BBB)
- Work closely with and support the Vendor Management and Phoenix Retention Teams with ad-hoc requests and inquiries
- Proactively identify issue(s) and constructively drive resolution within your capabilities, engaging other DE stakeholders as required
- Lead by example, able to model the desired level of process techniques and ability to follow all agent processes to assist callers creating a positive working environment
- Continually develop and maintain solid state-specific energy knowledge, promotions, practices & procedures (TX/USN)
- Must be able to pro-actively find solutions for issues that will impact our ability, as a company to meet our customer’s expectations, by discussing and finding solutions with direct customer/team involvement
- Self-Management – Needs minimal supervision, self-motivated, and comfortable in a fast paced environment
- Reliable and dependable, views problems as opportunities to create new solutions
- Works with Supervisors to develop the Agents to consistently perform with accuracy, speed, and the highest level of integrity and respect for their respective customers
- Utilize processes to maximize work flow and work to minimize causes of customer dissatisfaction by educating agents and customers
- Review training to make sure it is correct and up to date (New Hire and WBT)
- Submit DoneDone tickets for escalated POGO system issues
- Develop templates for new processes and partner with internal and external resources
- Alert internal resources of potential issues or discrepancies
- PTJ investigation, data review and resolution of any associated disputes
- Attend calibrations calls, complaints calls, KM Bulletin/Alerts calls, etc
- Provide leadership in coaching, mentoring support and aid to agents who need assistance. Side by side monitoring and on-the-floor support may be required
- Review USN/TX Knowledge Management Alerts in partnership with KM and L&D/Back Office teams to ensure accuracy and communicated effectively internally/externally
- Listen to call recordings as required to validate agent/customer interaction
- During high call volume or when needed may be responsible for taking inbound calls
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Master Black Belt-customer Advocacy Resume Examples & Samples
- Work with business and functional leaders and teams to uncover and assess lean Six Sigma opportunities
- Identify process improvement projects link with company focus
- Provide leadership and direction to team empowered to execute the Lean Six Sigma strategy for process improvement
- Facilitate, train, and coach project team members in the use of Lean Six Sigma methodology and tools
- Apply Lean Six Sigma tools to improve process capability and eliminate defects
- Co-operate with global initiative team to drive implementation and share of best practice
- Lead and facilitate cross-functional project teams to drive standardization and simplification in a section of a wing-to-wing process
- Serve as a change agent in institutionalizing customer 1st culture function team
- Proven experience in influencing, leading teams and driving change results orientation
- Minimum of 5 years experience in customer facing roles or operational roles
- Demonstrated strong verbal and written communication skills with demonstrated facilitation experience
- Can-do attitude & strong advocate of lean six sigma methodology
- Fluent working knowledge of English language (written and oral)
- Master degree from an accredited university or college, major in business related field
- Demonstrated ability to motivate others and achieve results
- Statistically literate and familiar with Six Sigma quality concepts and tools
- Demonstrated commitment for process improvement
- Customer-focused in defining quality and establishing priorities
- Executive level presentation skills
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Customer Advocacy Response Specialist Resume Examples & Samples
- Review, record, investigate and respond to complex customer complaints received from regulatory agencies, company executives, and other sources
- Perform research to identify root cause of complaints by collaborating with other colleagues and departments
- Identify possible areas of risk raised in customer complaints and escalate to management as needed
- Bring new ideas to improve the customer and colleague experience utilizing Continuous Improvement methodology and collaborating across the Customer Advocacy team
- Partner with Corporate Compliance, Legal Department and other subject matter experts as appropriate
- Evaluate and reassign complaint cases to appropriate colleague and departments when needed
- Ensure accurate, appropriate and thorough responses are being provided prior to Compliance reviews and distribution to customers or other third parties
- Follow the procedures and policies around data quality in the following areas
- Compliance with defined SLAs and quality of dates used within the complaint management tool
- Appropriate categorization, including root cause identification
- Appropriate Escalation (Management, PRU or Compliance/Legal)
- Adequate resolution
- Sufficient documentation maintained in the complaint management tool
- Assist in identifying quality assurance related items or policy compliance risk for segment level reporting
- 5-7 years' experience working in a customer service oriented environment with 2+ years' experience providing oral and written responses to customer complaints or 2 years' experience with customer service that includes problem resolution training
- Previous experience providing written and verbal responses to customer complaints
- At least 2 years' experience conducting in depth research preferred
- At least 2 years' experience drafting written responses to complaints
- At least 2 years' experience managing regulatory customer complaints in the financial industry preferred
- Prior compliance, legal, or risk management experience preferred
31
Customer Advocacy Lead Resume Examples & Samples
- Developing a call plan and strategy for customer engagement across multiple layers of the organization
- Executing the call plan through regularly scheduled formal and/or informal discussion forums
- Tracking and reporting customer satisfaction issues to internal Program Management
- Collaborating with the Operations Teams to create actionable service improvement initiatives
- Maintaining and pursuing a pipeline of new business opportunities
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Customer Advocacy Resume Examples & Samples
- You will build and handle the plans for executing on Customer Advocacy program through to final implementation and hand-off
- Create structure to Top Issue Resolution Program where individual projects are handled
- Assemble and coordinate the internal, extended and external teams to gain consensus on deliverables from each team and team member
- You will work collaboratively to adapt existing and develop new project plans, processes and communication standards
- You will lead the formulation and ongoing tracking of each project, with the ability to run multiple projects at one time
- Develop program reporting and governance structures, meeting cadences, and review guidelines
- Proactively handle changes in project scope, identify potential risks and devise contingency plans
- You are responsible for the communication and execution of project/initiative hand-over to services and other team members
- Develop and deliver progress reports, requirements documentation and presentations
33
Customer Advocacy Resume Examples & Samples
- Pursuing a BS/BA or recent graduate
- Strong eye for detail and efficiency
- Desire to learn about a growing business and team
- Experience in a customer facing role is useful, but not required
34
Director, Customer Advocacy Resume Examples & Samples
- As a member of Business Management Team (BMT), communicate the CX message and provide holistic view of product’s performance as well as the total customer experience
- Leveraging the CCO shared services, set direction on implementing processes to adequately measure product quality/reliability and customer insights
- Using Offer Lifecycle Program (OLP) guidelines, drive CX initiatives/programs from the feasibility phase to the end-of-life phase
- Using key product quality indicators and customer insights, provide actionable recommendations for continuous improvements
- Collaborate cross-functionally to drive key initiatives that enhance the total customer experience
- Communicate program status and readiness, business and technical issues/risks and resolution at the executive level
- Information Storage (solutions, product, software, system or device level) experience
- Product development and release experience
- Quality and Reliability background a plus
- Survey feedback interpretation and summarization
- Cross-functional collaboration and influence skills
- Excellent negotiation and communication skills
- Excellent knowledge and application of engineering concepts
- Good business acumen
- Self-motivated and results driven
- Minimum of 10 years in relevant areas
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Director, Customer Advocacy Resume Examples & Samples
- Translate high-level strategic direction into an actionable plans and coordinate and assist teams in executing to those plans
- Support Customer Advocacy leadership in their efforts to influence company leadership toward customer centricity
- Drive the content and cadence for business, operational and strategic reviews
- Design and build core presentation content to ensure opportunities to share insights and engage action are optimized
- Host and facilitate major team events to ensure productive contributions and worthwhile outcomes
- Represent Customer Advocacy at company leadership level
- Program management of key programs, including: survey preparations / launches, best practice sharing & education, management of customer experience initiatives, report generation, etc
- Audit of existing research programs to ensure validity / impartiality of insights
- Communications oversight and direction: plan and manage events, engagements, publications, and other opportunities to influence customer orientated activities and culture across VMware
- Proven passion, dedication and commitment to our customers’ experience
- Voice of Customer / Customer Experience industry background required; direct experience with running survey programs preferred
- Deep expertise in cross-functional project / program management and cross-organization partnerships
- Highly effective in a fast-paced environment, ability to multi-task and prioritize tasks efficiently
- Proven personal accountability and initiative, along with ability to hold others accountable
- Ability to lead and influence stakeholders and colleagues, face to face or remotely
- Ability to work effectively in a distributed team
- Positive work attitude a must.Strong interpersonal skills. Highly collaborative and diplomatic
- Ability to switch seamlessly between ‘big thinking’ and detailed execution, with focus on results
36
Customer Advocacy Manager Resume Examples & Samples
- Manages a team of Customer Care Representatives, Support Center Representatives and Field Technicians to ensure customer satisfaction while successfully growing revenue and supporting clients throughout the post-sale experience
- Ensures the delivery of a positive, differentiated customer experience that will lead to fully engaged and loyal customers
- Swiftly resolves escalated issues; guides and motivates team members
- Acts as a liaison between the customer and all Stratasys departments, ensuring timely communication and follow up
- Responsible for the achievement of internal and external service level agreements and overall customer satisfaction
- Drives the sales of Stratasys maintenance contracts, services and materials with existing customers to meet revenue expectations and achieve business results
- Identifies issues through the monitoring of support and inquiry queues, task assignments, customer communications and performance reports and takes timely action to resolve the issues
- Provides high touch customer care for assigned customers, consistently demonstrating subject matter expertise to manage and respond with urgency, clarity, competence and swift fulfillment of all customer and reseller requests
- Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues. Through proactive monitoring of the customer's workflow and operational processes, ensures achievement of quality and turnaround time service level agreements
- Drives team performance through metrics-based strategies and campaign development
- Facilitates and implements successful improvements to business processes
- Improves client retention and renewal rates by tracking, reviewing and reporting on client feedback and data trends
- Provides hands-on learning and development opportunities for direct reports through consistent coaching, call shadowing, account management training and development of client care programs
- Collaborates with internal business partners to ensure the team’s success by conceptualizing and developing new programs to deepen client relationships
- Demonstrates commitment to Stratasys Core Values by leading, acting and behaving in a manner consistent with these values
- Follows all company safety policies and procedures and attends all safety trainings related to the job
- Bachelor’s degree in business, marketing, communications or related field and 3-5 years of sales, business development or account management experience required
- Excellent sales and forecast management with proven quota achievement
- Hands on experience with CRM design and documentation to drive business development, sales and account management best practices
- Key account management or sales management experience
- Must be results and data driven, highly organized, and have the ability to coach and develop direct reports with clear, concise direction
- Knowledge of Salesforce CRM reporting a plus
- Manages a team of Customer Care Representatives, Support Center Representatives and Field Technicians to ensure customer satisfaction while successfully growing revenue and supporting clients throughout post-sale experience
37
Head of Customer Advocacy & Experience Resume Examples & Samples
- Passion - a willingness to be bold and think big
- Business Acumen – assimilate, analyse, and evaluate a range of information, including economic, financial, customer, market, and industry data, to develop insight and design action with a view to improving business results; use understanding of business functions, industry trends and AMP’s position to contribute to effective business strategies and tactics
- External orientation to understand best practice and bring innovative thinking to the role
- 10+ years’ experience in customer strategy, customer insights and/or customer experience design and execution
- Deep expertise in the frameworks, methods and techniques used to unearth customer insights (such as ethnographic research, behavioural economics, human centered design), to design, build and then deliver experiences
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VP-customer Advocacy Resume Examples & Samples
- Plan strategically, including market entry strategy
- Advise leadership team on key issues, make recommendations on business decisions, advise on risks and threats
- Establish and grow operational processes; improve existing processes
- Ensure high quality of department’s output, especially as it pertains to customer acquisition and delivery of services
- Set aggressive, achievable goals for the department, tied to long term goals of company and monitor department’s performance against goals
- Establish and monitor performance reporting systems
- Develop great people and great teams by developing organizational structure
- Ensure department and projects are run profitably, efficiently, and with clear ROI
- Track record of successful customer management experience
- Deep technical understanding and ability
- Possess a high degree of organizational and scheduling abilities
39
Customer Advocacy Manager Resume Examples & Samples
- Maintain Reference View(RV) tool with advocacy assets
- Update the taxonomy in RV following the master Drupal, and do the product match every Q to update Ready Assets in RV
- Provide training for users of RV and keep the training materials updated
- Keep track of all advocacy activities in RV
- Keep track of all customer advocacy participation and provide customers with tokens of appreciation—thank you notes, FICO World tickets, complementary training, etc…
- Work with Solution Marketing team to determine all required advocacy assets required for each prioritized solution
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Senior Customer Advocacy Manager Resume Examples & Samples
- Develops operating plans and workable business processes for own department in alignment with function strategy
- Manages larger business processes, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results. Typically influences work of cross-functional or extended teams
- Responds to, solves and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization
- Works to enhance the organization's capabilities through effective staffing and development of others by
- 10 years of experience in a customer service operation. At least 2 years of experience with Marriott Vacations Worldwide (MVW) preferred
- Ability to work alone and make decisions independent of daily supervision
- Strong customer service focus and skills with previous experience in proactive techniques
- Excellent organizational skills in order to manage multiple task/priorities simultaneously
- Good time management skills
- Highly developed problem-solving skills
- Mature professional attitude with good interactive personal skills
- Detail-oriented; strives for excellence in all assignments
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Customer Advocacy Specialist Resume Examples & Samples
- Review all incoming requests via ticketing system and phone calls
- Acknowledge the request (2 hours or less) and resolve the issue with the customer or
- Escalate the request to the Uber Advocate
- Assign tasks to appropriate teams for issue resolution as needed, providing complete
- Information prior to assignment
- Track outstanding tasks for customer to ensure that deadlines are met
- Adhere to pre-established procedures for escalation of issues
- Identify opportunities for process improvement and participate in the development of
- Solutions to improve key metrics
- Bachelor’s degree or equivalent experience
- 2+ years of experience working in a customer service role demonstrating outrageous customer service
- Experience with technology products/services preferred
- Microsoft word, Excel, and Outlook experience and efficiency
- Demonstrated experience working with cross functional teams
- Proven organizational and time management skills
- Demonstrated experience escalating customer issues with a sense of urgency
- Previous experience working with ticketing software preferred
