Experience

Carey International

• United States
• Taxi and Limousine Services
• 200 - 300 Employee

• Customer Care Analyst

  • Jun 2007 - Present

  • Work closely with Vice President of Customer Experience and Customer Care Manager on important issues and projects. • Manage information systems and produce routine daily and monthly reports to track key performance indicators. • Quality Service Level Reporting: - Detailed analysis reflecting monthly and year-to-date service levels, service problems, yr/yr % variances. • Customer Satisfaction Surveys: - Maintain relationships with third party… Show more • Work closely with Vice President of Customer Experience and Customer Care Manager on important issues and projects. • Manage information systems and produce routine daily and monthly reports to track key performance indicators. • Quality Service Level Reporting: - Detailed analysis reflecting monthly and year-to-date service levels, service problems, yr/yr % variances. • Customer Satisfaction Surveys: - Maintain relationships with third party vendor in developing and improving customer surveys and reporting functionalities. - Alter existing and compose new surveys (using skip logic) in order to understand the voice of the customer and improve service delivery. - Collect survey results on a monthly basis using third party software. - Produce detailed analysis illustrating key factors affecting customer satisfaction and service delivery across the organization. Report survey findings using charts, graphs and calculations highlighting percent variance by month and year as a percent of positive responses. - Calculate response rate and success rate of surveys completed on a monthly basis. • Net Promoter Scores (NPS): - Detailed analysis on the likeliness to recommend company services to colleagues and friends. • Assess and document (creating SOPs) existing and new business practices. Develop recommendations for new methods/procedures, implementation plans, and written reports for management to evaluate. Show less



Maple Leaf Foods Inc

• Canada
• Food and Beverage Manufacturing
• 700 & Above Employee

• International Client Services Specialist

  • Sep 2005 - Aug 2006

  • Maintained professional, long-term relationships with designated client accounts to ensure customer satisfaction and revenue growth. • Conducted research pertaining to inventory control, invoicing and order status while investigating any problems expressed by clientele. • Verified customer orders for data accuracy to ensure product complied with international shipping standards.



Venture Healthcare

• Solutions Specialist

  • Sep 2004 - Aug 2005

  Winnipeg, Canada Area



BTI Canada

• Government Travel Specialist (Contract)

  • Aug 2003 - Jul 2004

  Winnipeg, Canada Area



Hudson's Bay Company

• United States
• Retail
• 700 & Above Employee

• Manager Trainee/Senior Merchandise Operations

  • Jul 2000 - Aug 2003

  Winnipeg, Canada Area