Experience

Actsoft Inc

• United States
• Software Development
• 100 - 200 Employee

• Customer Experience Manager

  • Apr 2015 - Present

  Proficient in analyzing customer feedback and data to identify pain points and opportunities for improvement in processes and service delivery. Oversaw the implementation of a new customer relationship management (CRM) system to streamline customer interactions and improve data tracking and analysis. Managed a diverse customer base, ensuring prompt resolution of inquiries and complaints to maintain high customer satisfaction levels. Skilled in designing and implementing… Show more Proficient in analyzing customer feedback and data to identify pain points and opportunities for improvement in processes and service delivery. Oversaw the implementation of a new customer relationship management (CRM) system to streamline customer interactions and improve data tracking and analysis. Managed a diverse customer base, ensuring prompt resolution of inquiries and complaints to maintain high customer satisfaction levels. Skilled in designing and implementing customer-centric strategies, leading cross-functional teams, and driving customer retention and loyalty. Exceptional interpersonal and communication skills, capable of building strong relationships with customers, colleagues, and stakeholders at all levels of the organization. Proven ability to lead and motivate teams to achieve exceptional performance and exceed customer expectations. Led customer service representatives, overseeing their performance, coaching, and development. Collaborated with product and marketing teams to incorporate customer feedback into product development and marketing strategies. Established and maintained key performance indicators (KPIs) to measure and monitor customer experience metrics. Collaborates with various business units within Actsoft to resolve customer concerns. Adheres to Customer Resolution Time (CRT) SLAs. Lead performance management activities for CX Customer Advisors in accordance to company policies, practices and cadences. Lead creation and training of SOPs (Standard Operating Procedures) for all customer services, tasks, programs and interdepartmental collaboration workflows. Participate in leadership coaching sessions for career development. Updating information (i.e. new product/service releases, operational changes and customer policies/practices); explaining this information to the team; and insuring team compliance. Foster team unity within team and the Customer Experience department. Leverage CRM to drive customer engagement and product usage. Show less Proficient in analyzing customer feedback and data to identify pain points and opportunities for improvement in processes and service delivery. Oversaw the implementation of a new customer relationship management (CRM) system to streamline customer interactions and improve data tracking and analysis. Managed a diverse customer base, ensuring prompt resolution of inquiries and complaints to maintain high customer satisfaction levels. Skilled in designing and implementing… Show more Proficient in analyzing customer feedback and data to identify pain points and opportunities for improvement in processes and service delivery. Oversaw the implementation of a new customer relationship management (CRM) system to streamline customer interactions and improve data tracking and analysis. Managed a diverse customer base, ensuring prompt resolution of inquiries and complaints to maintain high customer satisfaction levels. Skilled in designing and implementing customer-centric strategies, leading cross-functional teams, and driving customer retention and loyalty. Exceptional interpersonal and communication skills, capable of building strong relationships with customers, colleagues, and stakeholders at all levels of the organization. Proven ability to lead and motivate teams to achieve exceptional performance and exceed customer expectations. Led customer service representatives, overseeing their performance, coaching, and development. Collaborated with product and marketing teams to incorporate customer feedback into product development and marketing strategies. Established and maintained key performance indicators (KPIs) to measure and monitor customer experience metrics. Collaborates with various business units within Actsoft to resolve customer concerns. Adheres to Customer Resolution Time (CRT) SLAs. Lead performance management activities for CX Customer Advisors in accordance to company policies, practices and cadences. Lead creation and training of SOPs (Standard Operating Procedures) for all customer services, tasks, programs and interdepartmental collaboration workflows. Participate in leadership coaching sessions for career development. Updating information (i.e. new product/service releases, operational changes and customer policies/practices); explaining this information to the team; and insuring team compliance. Foster team unity within team and the Customer Experience department. Leverage CRM to drive customer engagement and product usage. Show less