$4.17/min

Translating Customer Experience Into Continuous Improvement

New Arrival
Created 4 years ago in Sales & Marketing / Growth Strategy

DEMONSTRATED EXPERIENCE:

- Highly capable to learn any business; rapidly getting to conversational fluency around an industry, market, or process
- Leverage CX / VOC program insights to be proactive in preventing root causes of complaints and customer dissatisfaction
- Successfully implemented large scale project to prevent complaint escalations and reduce overall inbound call volume
- Applied CX / VOC with Lean Six Sigma to target customer retention (LTV), wallet expansion and overall satisfaction
- Identified key opportunities for mitigation of reasons for inbound calls; reduced volume by 45% through focused initiatives
- Utilized Business Intelligence tools to combine Operational data, CX / VOC data, and CRM to drive insights and deliver results
- Continually monitor customer experience trends through leveraging large data sets and collaboration with business analysts

Related Topics

Continuous Improvement
Sales Management
Marketing Strategy
Increase Productivity
Customer Service
Customer Experience Improvement
Growing Revenue
Customer Loyalty Management