Consultant Experience Resume Sample

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Catharine Kerluke
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Work Experience


Senior Consultant Customer Experience
08/2017 - PRESENT
Houston, TX
  • Design and implement custom features with our best practice in mind on top of Adobe Experience Manager for clients or partners as part of a project team
  • Maintain up to date knowledge of Adobe and related technology (as well as related / competing technologies) to be able to provide value added consulting to clients and partners
  • Experience and willingness to work onsite at the customers for the majority of time
  • Technical consulting delivery experience
  • Experience working with content platforms
  • Strong understanding of internet architecture and experience with Web application development using JSP, Java Servlets, XML and HTML5
  • Deep understanding of development in an Agile environment
Customer Experience Consultant
03/2013 - 03/2017
Houston, TX
  • Represents the Customer Experience team in discussions with leaders across the company, and suggests improvements for optimizing the customer journey
  • Welcome potential residents, guests and visitors as they arrive to our community
  • Generate leads by marketing within the local community and through creative online advertising in order to achieve or exceed sales goals
  • Respond to leads and schedules appointments with prospects to introduce them to our community
  • Ensure all leads are followed through until considered “dead”
  • Discover prospect needs and match those needs with the perfect apartment home
  • Preview properties’ tour paths, models and ready units prior to appointment
  • Demonstrate community and apartment/model and create value by highlighting the features and benefits
  • Process prospect applications and completes lease paperwork in accordance with all applicable laws and company policies
Customer Experience Consultant Intern
12/2007 - 02/2013
Philadelphia, PA
  • Experience developing UIs with JS frameworks (Bootstrap, Angular, etc…)
  • Experience with web services protocols such as REST and SOAP, experience in API development and design of cloud-based architecture
  • Experience with the presentation, business and data access layers of the application
  • Experience with building mobile apps using PhoneGap and Apache Cordova
  • Great organizational, presentation, and communication skills – both verbal and written
  • Manages cross-functional project teams in the delivery of projects
  • Responsible for identifying stakeholder and change management opportunities

Education


University of Phoenix - Atlanta Campus
2003 - 2007
Bachelor's Degree in Business

Professional Skills


  • Excellent verbal and written communication skills; ability to effectively interact with stakeholders of varying seniority and focus
  • Has good presentation skills and communication skills
  • Demonstrate effective decision-making and problem solving skills, while exhibiting professional sound judgment
  • Strong analytical, decision making, influencing, and communication skills
  • Proven leadership and managerial skills to independently manage and inspire teams, during multiple phases of the project lifecycle
  • Great communication skills and experience managing multiple work streams from design to deployment
  • Native or excellent written and verbal communication skills in English and in a second EMEA Language

How to write Consultant Experience Resume

Consultant Experience role is responsible for english, leadership, insurance, design, presentation, analytical, architecture, database, java, telecommunications.
To write great resume for consultant experience job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Consultant Experience Resume

The section contact information is important in your consultant experience resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Consultant Experience Resume

The section work experience is an essential part of your consultant experience resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous consultant experience responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular consultant experience position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Consultant Experience resume experience can include:

  • Interpersonal skills required to manage and leverage relationships with internal and external partners to collaborate effectively
  • Strong leadership skills to bring stakeholders together; consensus builder and thought leader
  • Strong communication, presentation and delivery skills
  • Strong time management skills and the ability to be self-directed when needed; ability to work independently and manage multiple task assignments
  • Strong presentation skills with the ability to present and sell ideas to various audiences (technical and non-technical)
  • Strong oral and written communication skills, both in English and Cantonese

Education on a Consultant Experience Resume

Make sure to make education a priority on your consultant experience resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your consultant experience experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Consultant Experience Resume

When listing skills on your consultant experience resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical consultant experience skills:

  • Strong interpersonal skills required to manage and leverage relationships with internal and external partners to collaborate effectively
  • Excellent and proven project and organizational change management skills
  • Very good German language skills / proficient usage (B2 – C1 skill level)
  • Very good English language skills / proficient usage (B2 – C1 skill level)
  • Demonstrates clear, concise and effective oral and written communication skills
  • Demonstrates clear, concise and effective presentation skills

List of Typical Experience For a Consultant Experience Resume

1

Experience For Customer Experience Consultant Resume

  • Experience identifying and executing cross-channel / cross-platform consumer experiences
  • Or 3+ years of experience with at least one aspect of the provider experience (provider call center, pricing, provider demographics)
  • An excellent knowledge of business English, and a solid level of French and/or Dutch
  • Develop Customer Experience Design framework to redesign impactful customer experiences
  • Working with business stakeholders to define project priorities and objectives
2

Experience For Consumer Experience Consultant Resume

  • Using different approaches to measure customer experience (e.g. Net Promoter, Satisfaction, etc
  • Experience using human centred design techniques such as persona creation, empathy mapping, customer journey mapping
  • Extensive experience working in a creative/digital agency, or corporate digital production team, ideally completing major projects
  • Go-To-Gemba Activities – Live the Customer Experience by shadowing each stage of the customer journey where the journey stage happens for the customer
  • Evaluate and provide feedback on new and existing initiatives that impact customer experience
  • Provide support for Customer Experience events including department meetings
  • Creative ability to design and develop communications solutions. This includes creating presentation materials that demonstrate a modern, fresh perspective
  • Black Belt Training (Not Certified) or similar experience
  • Passionate customer advocate who enjoys working with cross-functional teams to improve the customer experience
3

Experience For Senior Consultant Customer Experience Resume

  • Manage the end-to-end Customer Experience for an assigned Enterprise Product Portfolio
  • Assemble end-to-end customer journey stakeholder teams to plan and manage the customer experience for the assigned product portfolio
  • Establish Customer Experience roadshow and partner education
  • Accountable for the end-to-end provider experience and overall service delivery for a defined book of business and geography
  • Promotes Provider Index score improvement through proactive and effective service and support of network
  • Collaborates with Experience Managers (EM), Accounts Receivable Specialists (ARS) and other key matrix partners to support in timely issue resolution
4

Experience For Samsung Experience Consultant Resume

  • Utilize effective project management, business process management, team building, and change management to execute and achieve business results
  • Collaborate and build strong partnerships with cross-functional and AORs teams
  • Translate qualitative and quantitative data into meaningful ideas and approaches to enhance the customer experience
  • Collaborate and build strong partnerships with cross-functional and AOR teams
  • Displays and demonstrates an in-depth knowledge of Sky’s products and services, Ambassador of Excellence
5

Experience For Business Experience Consultant Resume

  • Support Global Claims Customer Experience (CX) initiatives
  • High achievement in a functional role as a business consultant, focused in customer experience and/or contact center
  • Influence client decision makers across client business and functional departments, based upon experience and insight
  • Graphic design program experience (Adobe Creative Suite)
  • Previous Insurance consulting experience
  • Deep expertise with digital user experience strategy, preferably in a B2C E-commerce or Subscription-based setting
  • Health care experience.TX - Austin
  • In the case of junior Analysts we would also consider profiles with experience in the Insurance market itself
6

Experience For Director, Consultant Experience Resume

  • Relevant professional experience in market research
  • Demonstrate key features and benefits, assist consumers with the setup of devices and trouble shoot issues
  • Maintain excellent attendance and compliance
  • Analyze customer data and improving the customer experience
  • Certifications such as Agile, Scrum, or other Project Management methodologies are a differentiator for more experienced candidates
  • Identify and champion the delivery of customer experience enhancements - large and small
  • Five years experience in coordinating large projects in a corporation or ad agency
  • Definition and implementation of Quality management, and Customer Experience models
  • Define and implement metrics to measure Customer Experience (i.e. CEX score)
7

Experience For IBM COC Interactive Experience Senior Consultant Resume

  • Establish measurement and monitoring plan for newly designed customer experiences
  • Customer experience adoption & accountability
  • Customer experience measurement & ROI
  • A good decision-maker with the ability to work on own initiative
  • Knowledge of Information Technology, IT Strategy and IT service delivery and knowledge of ITS methodologies & good-practice frameworks (i.e. ITIL, COBiT)
  • Experience in IT project management and knowledge of ITS methodologies (i.e. PRINCE2, PMI, MSP)
  • Understanding of web delivery life cycle, including knowledge of agile working and the development cycle / testing
  • Advocating and educating a user-centred and consumer focused communication process, mapping out customer flows, wireframes and relevant UX artefacts
  • Delivering change management strategies creating a customer-focused culture and increasing employee engagement
8

Experience For Provider Experience Consultant Resume

  • Facilitating CX workshops and creating customer journey mapping and touchpoint analysis
  • Gathering and analyzing customer and employee stakeholder feedback to develop insights and make strategic recommendations
  • Managing and planning cross-business-unit efforts to support the organization’s CX strategy
  • Identifying and analysing key customer issues and provide appropriate recommendations for improvements
  • Engaging and collaborating with other analysts across the business
  • During customer visits, run demos and presentations
  • Helping sales representatives to respond to customers’ requests
9

Experience For Customer Experience Management Principal Consultant Resume

  • Influencing key stakeholders to highlight areas of customer dissatisfaction and drive change
  • Managing a number of small change initiatives
  • Performing diagnoses of the sales organization
  • Understanding of projects with technology components (e.g., implementation lifecycle: requirements gathering, design, testing, etc.)
  • Creating dashboards to communicate metrics and ROI to present to stakeholder groups
  • Transformation processes of the sales network (business planning, budgeting, goals, monitoring, coaching and training)
10

Experience For Experience Center Technical Consultant Resume

  • Actively engaging stakeholders in understanding and supporting CX ideas and methodologies
  • Definition of programs and marketing campaigns (acquisition, retention, cross selling, up-selling…)
  • Assist in gathering and compiling current market and economic information
  • Generate leads by marketing within the local community and through creative online advertising to achieve or exceed sales goals
  • Facilitate recurring meetings with AOR partners to discuss reports, trends, and new and existing initiatives
  • Content Marketing / Consulting Strategy
  • Digital Marketing / Consulting

List of Typical Skills For a Consultant Experience Resume

1

Skills For Customer Experience Consultant Resume

  • Self-motivated and proactive with excellent organizational skills
  • Scoping and planning Customer Experience / User Experience (UX) work activities, including selection of the most appropriate tools and techniques
  • Monitoring and having knowledge of wider industry all things customer experience, user experience and other areas of design and innovation trends
  • Consulting experience with teams and leaders at all levels of the Enterprise preferably on customer experience or operational improvement initiatives
  • Delivering customer experience analysis to assist with decisions to improve the customer experience
2

Skills For Consumer Experience Consultant Resume

  • Contributing to on-going enhancement of customer experience and user experience methodologies
  • Works effectively to achieve challenging targets through identifying trends and continuously improving processes and ways of working
  • Strong understanding of claims operations in the insurance industry, including implementation of Digital opportunities that improve the customer experience
  • Solid knowledge of, and experience with, a broad range of digital marketing methods and technologies
  • Effectively coach and give feedback to peers, focusing on behaviors that drive sales and consumer satisfaction
3

Skills For Senior Consultant Customer Experience Resume

  • Effectively manage relationships with external vendors supporting CX initiatives
  • Demonstrates ability to stay focused on goals and objectives· Is self-motivated and shows an ability to operate with minimal tactical direction
  • Experience and solid working knowledge of user research such as Voice of the Customer surveys, focus groups, workshops, etc
  • Experience and solid working knowledge of user interface design patterns, standard UCD methodologies, interaction models
  • Proficient with MS Office and Outlook as well as competent general computer skills
  • Good attention to details with capacity to prioritize
  • Consultancy skills, especially an ability to translate business (process) requirements into IT solutions
4

Skills For Samsung Experience Consultant Resume

  • Advanced Adobe Creative Suite skills
  • Understand and support all Customer Service policies and procedures and effectively communicate to Representatives
  • Communication skills & stakeholder management
  • Customer experience design; innovation & experience improvements
  • Experience in customer experience or project management roles
  • Measuring and tracking key customer experience indicators
5

Skills For Business Experience Consultant Resume

  • Applying and influencing the use of Consumer Experience design and delivery approaches
  • Managing Sainsbury’s Bank customer experience measurement programme
  • Identifying key opportunities for improving our client’s customer experience and building customer loyalty
  • Fostering customer advocacy and evangelizing across a client organization, how to advocate for the customer and improve the end-to-end experience
  • Developing practical solutions and roadmaps to support the clients customer experience delivery and improvement
  • Skill Set: Marketing / Consulting Planning & Strategy
  • Experience collecting data, and developing and monitoring key performance metrics
  • Experience with achieving and exceeding customer’s expectations during all points of contact
6

Skills For Director, Consultant Experience Resume

  • Skill Set: Marketing / Consulting Methods, Process and Tools
  • Experience working on large scale multi-year transformational programs spanning multiple countries, such as Japan, Mexico and US
  • Experience within telecommunications industry architecting end-2end solutions or leading transformation projects
  • Ideally have a good understanding of marketing & product in the insurance /financial services sector
  • Customer Experience Mapping supporting the ITSS product managers as well as Services / Product Managers from the divisions (mainly via workshops)
  • Current experience and knowledge of computer client technologies, hardware, operating systems,
  • Demonstrates high energy drive to assist with closing business
7

Skills For IBM COC Interactive Experience Senior Consultant Resume

  • Current experience and knowledge of Information Technologies, security, hardware, operating systems,
  • Skill Set: Buyer/Customer Knowledge and Profiling
  • Skill Set: Reputation and Branding
  • Experience with process mapping, process redesign, and organizational analysis
  • Experience in industry roles with progressive leadership and/or consulting roles
  • Industry experience in one of the following industries: Telecommunications, High-Tech, Healthcare, Non-Profit, Retail
  • Multitask to meet competing priorities and workstream deadlines
  • Experience in consulting
8

Skills For Provider Experience Consultant Resume

  • Emphasis on test driven development and Strong commitment to quality and performance testing of systems
  • Demonstrated record of delivering projects on time
  • Solid knowledge on concurrency and threading
  • Solid knowledge on engineering distributed systems
  • Make a significant impact on sales across multiple categories and improve the consumers' buying experience
  • Share your knowledge and experience in various domains, depending on your area of expertise
  • Develop and manage relationships with providers ensuring a positive experience with Cigna
9

Skills For Customer Experience Management Principal Consultant Resume

  • Experience with CX consulting and business analysis techniques
  • An understanding of customer experience principles
  • Conduct or direct primary and secondary research to develop a deep understanding of current-state Customer Experiences and marketplace best practices
  • Preferably have technical knowledge and experience of deployment and management solutions
  • Experience in an IS/IT Security discipline
  • ISMS or Risk Management Experience
  • Excellent command of written and spoken, both in German and English
  • Strong ability to work constructively together within a matrix organisation
  • Proven ability to leverage a wide range of data and insights as the foundation for strategic and tactical recommendations
10

Skills For Experience Center Technical Consultant Resume

  • Good business sense, KPI-awareness, and the ability to balance business needs, user needs, and technical capabilities
  • Strong command of key CX concepts (NPS and tNPS) and drivers and trends in CX
  • Strong command of MS Office Products
  • Change management and communications experience
  • Professional experience in IT, service management or consulting
  • Good expertise in the area of infrastructure services

List of Typical Responsibilities For a Consultant Experience Resume

1

Responsibilities For Customer Experience Consultant Resume

  • Solid understanding of process improvement and experience with implementing change
  • Partner with groups across the organization to document our consumer experiences and identify opportunities where we can improve the experience
  • Coach and assist representatives to achieve an understanding of Customer service and experience
  • Exercise independent judgment and appropriate process compliance when granting customer goodwill to ensure consistency
  • Experience consulting with multinational corporations
  • Very with Relational Databases such as Oracle and good understanding of PL-SQL
2

Responsibilities For Consumer Experience Consultant Resume

  • Establish and promote Customer Experience best practices and standards
  • Working closely with Better colleagues and other Support functions including Training and Coaching to maximise ability to Deliver Best Service in the Country
  • Assisting Partners and Directors with business development activities, including the development of proposals and discussion materials
  • Understanding of our Regulatory Business requirements, acting as a conduit between Compliance and Operational teams to embed expectations of our people
  • Collating data from across the business, partners and external suppliers
  • Provide detailed feedback to S&S Leadership & Training team regarding End of Term knowledge gaps and facilitation of ongoing operational training programs
  • Provide detailed feedback to the Leadership & Training team regarding employee knowledge gaps and facilitation of ongoing operational training programs
  • Evaluate monthly call escalations tracking reports to determine potential training needs
3

Responsibilities For Senior Consultant Customer Experience Resume

  • Provide tracking and reporting on all escalated customer and Representative calls
  • Evaluate monthly call escalation tracking reports to determine potential training needs
  • Coach VS Partners on identifying hot spot opportunities while engaging with large customers
  • Complete all administrative tasks and on-going personal training in a timely manner
  • Comfortable organizing and presenting data
  • Understand the gap between the existing Founding Practice processes / solutions and the AMP Advice model
4

Responsibilities For Samsung Experience Consultant Resume

  • Develop and implement strategies to bridge gap between existing Founding Practice
  • Ensure Founding Practices are upholding new processes / solutions with check-ins or site visits Influence change of behaviour and work practices
  • Customer oriented: Focused on identifying and meeting customer needs
  • Proactive approach when assisting our customers and Dealers
  • Lead cross-functional groups in journey mapping exercises and distill information gathered into visual depiction of the consumer journey
  • Serves as a change agent for developing a customer first culture, process discipline, quality focus, transparency & accountability
  • Conduct Product Testing – E2E, Alpha, Beta when required
  • Present the advantages of HP’s Printing products and software solutions
5

Responsibilities For Business Experience Consultant Resume

  • Deliver training to other departments about PPS products and solutions
  • Develops in-depth ideas and materials, ensures understanding of technical matters by non-technical, executive decision makers
  • Proactive approach when assisting Representatives, customers and dealers
  • Creative in approach, confident to test new ways of working to engage our people
  • Assist in defining 2019 roadmap for CX
  • Assist in planning resident events and activities from food drives to holiday celebrations
  • Comprehensive understanding of audience principals, and related personalization techniques and tools
  • Deep understanding of Humana’s data sources
  • Lead & Coach VS Partners into customer engagement for value driver assessments and business processes mapping
6

Responsibilities For Director, Consultant Experience Resume

  • Educate brokers/GA’s and promote use of electronic enrollment and quoting tools
  • Educate employers and consumers on Humana’s innovative health resources. (i.e. EAP, Health Coaching, Disease Management programs, etc.)
  • Familiar with PL/SQL, TOAD or other query writing tools
  • A wide variety of internal training courses
  • A supportive working environment with friendly peers and management
  • Focus on Business Value creation by respecting teh BVA process and methodology (Quality and metrics of solutions & financial impacts)
  • Proficiency working with Git, SVN
  • Conduct consumer facing activities in order to meet sales goals
  • Conduct product training for sales reps to facilitate consumer engagement and sales
7

Responsibilities For IBM COC Interactive Experience Senior Consultant Resume

  • Build brand presence through merchandising and display maintenance
  • Website design principles including mobile (responsive design/ mobile website)
  • Breadth of thinking across multiple channels
  • An understanding of IT infrastructure and website development
  • Confidence in constructively challenging the status quo
  • Value proposal definition (Products, Services, Pricing…)
  • Understands contact centre KPIs and ways of working
  • Social Media Marketing
8

Responsibilities For Provider Experience Consultant Resume

  • Entrepreneurial and innovative mindset and working style
  • Capable of working in international environment
  • Strategic Thinking
  • Handle customers escalation to assist customer’s inquiries and complaint
  • Conduct weekly/monthly Sales & Service queue audits to ensure appropriate customer follow-up on all contacts (direct vehicle sales, account issues and/or the timely grounding of End of Term vehicles
  • Understand and communicate all current End of Term policies and procedures accurately and effectively to representatives
  • Exercise independent judgment when granting customer goodwill aligned while adhering to compliance to allow for consistency and customer satisfaction
  • Monitor and support consultant inbox and respond to all inquiries e-mail requests within the agreed upon time frame
  • Explore all viable solutions to business issues while offering guidance in determining the most appropriate course of action and the sense of ownership in assisting our customers
9

Responsibilities For Customer Experience Management Principal Consultant Resume

  • Accurately & effectively identify customer failures and process issues to determine the appropriate escalation path for improvement in processes and the overall customer experience – with the ability to make recommendations
  • Provide tracking and reporting on all escalated customer calls and Representative
  • Champion the utilization of the My Compass tool in order to assist representative to ensure consistency and customer satisfaction
  • Evaluate business processes and identify process improvements
  • Draw conclusions from the market /industry trends, client issues and support go to market initiatives for Cognizant
  • Setup, maintain, update customer demos to show case HP’s solutions
10

Responsibilities For Experience Center Technical Consultant Resume

  • Uses analytics tools and insights to assess CX improvements
  • Builds queries to extract necessary data from various data sources, whether internal or vendor
  • Works with team members and other business partners to define requirements for new or expanded analytical capabilities (dashboards, reports, etc)
  • Leads or supports activities involving direct interaction with customers and maintains the highest levels of customer satisfaction and process improvement results
  • Works with the CX Leader and local leadership team to assist in the selection of improvement areas & building a robust improvement strategy

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