Customer Engagement Resume Sample
Hulda Gottlieb
5673 Luettgen Ramp,
Boston,
MA
+1 (555) 590 0241
Work Experience
Customer Engagement Lead
05/2018
-
PRESENT
Dallas, TX
- Industry and / or relevant work experience
- Provide support to business development team in sales process, including responses to RFP’s, customer calls and presentations
- Support pre-implementation project consulting deliverables and activities related to program design/documentation
- Support business strategy resource(s) in transition of new program service offerings or product(s) into the business
- Develops deep relationships with key decision makers and executive sponsors within the Customer’s Accounts Payable, Treasury, IT and Procurement Organizations and participate in quarterly CRR review meetings with the Vice President
- The Customer Engagement Executive at an Expert level works in partnership with the CCO market Vice Presidents responsible for our geographic and strategic industry customers to develop and improve the S/4HANA Public Cloud competencies
- Develops deep relationships with key decision makers and executive sponsors within the Customer and participate in quarterly review meetings
Customer Engagement
10/2012
-
02/2018
Philadelphia, PA
- Is a positive role-model for exceeding expectations of consumers/patients/visitors
- Create the strategy and Manage a highly visible, highly impactful EBC Program, a strategic sales tool, which helps accelerate customer relationships and deals
- Lead global EBC Team members to deliver a high volume of strategically engaged EBCs, EBC tours, workshops, and briefings at events
- Develop, implement and manage briefing strategy to ensure that our customers, executives and account teams experience a transformative, personalized experience in the EBC throughout the planning cycle, during and after briefings
- Augment executives and EBC speaker excitement and participation in the program by providing a consistent, reliable, and high-end experience
- Partner with cross functional speakers to maintain highly customized, current and compelling content/demos, well prepped executives/speakers, and account team readiness
- Be the 'face' of the EBC
- Collaborate with Hitachi group companies; share best practices, and partner in globalizing the EBC program
- Responds to consumer contacts received using appropriate Company and/or client language
Customer Engagement Intern
07/2007
-
05/2012
Phoenix, AZ
- Enhance existing support strategies and develop new
- Identifying and leveraging “best practices” across functional lines and from other organizations
- Identifying and implementing patient satisfaction programs best suited to achieve Lancaster General Health patient satisfaction goals
- Acting as a topic leader who also demonstrates technical expertise and commitment
- Introducing leaders to the importance of patient satisfaction and energizing towards goals achievement
- Considering the short and long-term sustainability of potential approaches and determining the most appropriate alternative
- Providing oversight and direction to operational leads in business units
- Presents and teaches principles of engagement and customer satisfaction at all levels of the organization
Education
Strayer University - Orlando East Campus
2003 - 2007
Bachelor's Degree in Business
Professional Skills
- Perfect project management, planning skills and strong organizational skills
- Proven analytical and quantitative skills including a strong understanding of metrics, KPI’s, industry benchmarks
- Excellent English skills (speaking, reading, writing)
- Proven knowledge and experience addressing the challenges and opportunities for streaming video products with respect to understanding customer experience
- Excellent communication, problem-solving and writing skills
- Strong analytical and problem solving skills with capabilities in making decisions in an efficient and effective manner are essential
- Priority setting and organizational skills
How to write Customer Engagement Resume
Customer Engagement role is responsible for analytical, business, customer, english, planning, training, finance, messaging, presentation, leadership.
To write great resume for customer engagement job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Engagement Resume
The section contact information is important in your customer engagement 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
- Telephone number
Work Experience in Your Customer Engagement Resume
The section work experience is an essential part of your customer engagement 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 customer engagement responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer engagement position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Engagement resume experience can include:
- Demonstrated management skills and proven ability to mentor and develop staff
- Outstanding leadership skills evidenced by the clear ability
- Strong analytic skills, with understanding of how to interpret data/analysis
- Proven success in working effectively with various teams
- Good project and event management skills
- Proven experience in leveraging marketing and advertising technologies
Education on a Customer Engagement Resume
Make sure to make education a priority on your customer engagement resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer engagement 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 Customer Engagement Resume
When listing skills on your customer engagement 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 customer engagement skills:
- Effective business writing skills for creating reports to be shared and presented internally and with customers
- Strong internal communication skills including ability to work with all levels of the organization
- Advanced Customer facing Teams Effectiveness skills
- Disciplined and methodical approach to work with excellent administrative skills
- Strong quantitative, analytical, and MS Office skills required
- Ability and passion to drive team and people development, with proven people management skills in large multi-language teams
List of Typical Experience For a Customer Engagement Resume
1
Experience For Customer Engagement Lead Resume
- Demonstrated leadership, project management, & planning skills
- SAP product experience and/or 8-15 years prior relevant solutions/LoB experience. Working knowledge of Cloud in the B2B environment
- Proven experience building a shared service/platform that maximizes ROI to multiple stakeholders with differing needs
- Experience and good understanding of customer marketing data structures and principles
- Strong marketing background, with experience delivering commercial results
- Experience, including internships, in sales, consulting, LOB, or Industry relevant experience
2
Experience For Customer Engagement Associate Resume
- Proven experience leading change management activities and managing their impact across the unit or department
- Demonstrated experience creating a high-performing, customer-focused, expert team
- Exceptional written and verbal communication, planning, and project management skills
- Proven experience building CLV
- Superior analytical and problem solving skills; ability to identify key issues, structure multi regional and multi departmental engagement plans
- Experience working in a prior sales role
- Excellent team player with a strong level of service
- Effectively manage responses to product-related questions and be viewed by customer as “expert” on use and implementation of supported products
- Work with other internal teams as necessary to effectively define and complete customer requests
3
Experience For Head of Customer Engagement Resume
- Proven transformation of Customer Engagement towards an orchestrated Customer Experience based on advanced data and insights
- Project-, Process- and Change Management skills
- Advanced organization skills across multiple, simultaneous initiatives
- Stay calm under pressure, respond to customer needs quickly and effectively
- Delivering an outstanding experience to the bank's customers via human-assisted channels
4
Experience For Regional Head of Customer Engagement Resume
- Developing a cutting-edge customer engagement platform with emphasis on the quality of customer experience
- Testing strategy: identify and test different approaches to improve CRM effectiveness and drive incremental revenue
- Experience in branding and written communications including messaging, scripting, value propositions and points of view
- Experience with multivariate-testing and A/B testing for marketing execution
- Experience building and running internal business programs, managing business operations
- Experience working with data and analytics to shape marketing execution, including test and learn
- Proven track record of identifying, building, and attracting talent
- Experience working with and understanding the needs of customers or clients (internal or external)
5
Experience For Customer Engagement Analyst Resume
- Experience with executing marketing campaigns/tactics across channels
- Experience and understanding of CRM performance testing methods and principles
- Proven track record in delivering customer facing change and ability to measure success
- Experienced in developing automated marketing programmes that target the right customer with the right message
- Writing and editing experience
- Experience across marketing research and analytics as well as setting KPIs
- Extensive experience working directly with customers to transition from one pathology model to another, including Global, TC-PC, and Client Bill models
6
Experience For Customer Engagement Service Manager Resume
- Experience working with Marketing, Customer Analytics, or Supply Chain platforms
- Experience preparing a marketing campaign from conception to execution
- Good understanding of financial products and distribution models
- Experience with developing strategies and tactics for customer development, acquisition, and retention
- Experience in developing go-to-market strategies for customer segments
- Proven track record in direct marketing
- Demonstrate a brand storytelling sensibility
7
Experience For VP, Customer Engagement Resume
- Demonstrates fluid understanding of business strategy and target audiences
- Experience managing CRM strategy, tactics and campaigns to achieve objectives
- Experience or concrete knowledge in UI/UX design and in designing usable web-based interfaces, with mass-market consumer products and ecommerce site
- Experience of direct and digital marketing ideally in e-commerce industry
- Experience in developing actionable plans that span multiple products and geographies
- Digital & Multi-channel marketing experience
8
Experience For Customer Engagement Capabilities Lead Resume
- Previous experience in analyzing metrics
- Experience in doing business in a cross cultural environment
- Experience with the Commerce/Marketing Solutions
- Experience successfully leading a large number of people in an fast paced operations environment
- Experience in marketing management
- Ales experience selling with or to Business Partners
- The ability to multi-task and implement high priority initiatives
9
Experience For Senior Manager Customer Engagement Resume
- Analyze campaigns elements effectiveness and recommend optimization actions based on in-depth understanding of business and campaign drivers
- Successful experience in multi-channel / digital across diverse Customer groups /channels / platforms
- Strong Competence in Digital Customer Engagement and Transformation Leadership
- Leadership experience in an OTT environment
- Leadership experience in customer retention/management/engagement
- Effective agency and budget management
- Drive new business growth through advocacy programs and client reference ability; build strong customer loyalty and satisfaction programs
10
Experience For Director Customer Engagement Resume
- Create a consistent and valued customer experience
- Demonstrated ability to manage budgets and resources
- Writing copy and developing marketing assets on your own or directing development with the creative team
- Developing a world class 121 customer on-boarding programme, helping users discover the full breadth of our proposition from the moment they join us
- Liaising with QDAMS to gather names of writers and commissioning undertaking work that needs to be produced
- Understanding and advising customers on issues relating to NCN and centre numbers
- Using appropriate operating systems to update centre records, including addresses and contact details
- Handling the archiving of approval applications and, where necessary, accessing these archives in order to resolve customer queries
- Defining marketing collateral requirements and preparing a creative brief
List of Typical Skills For a Customer Engagement Resume
1
Skills For Customer Engagement Lead Resume
- Strong communication skills, both written and oral. Excellent interpersonal skills necessary to work
- Demonstrated experience migrating legacy or custom infrastructures to modern marketing technology systems
- Able to work effectively in a dynamic and demanding environment
- Exceptional communication skills;presentation, facilitation, oral,written, listening and conflict resolution
- Sales Skills - Ability to establish credibility with prospects by understanding their business challenges and needs and manage highly complex sales cycles
2
Skills For Customer Engagement Associate Resume
- Multi-tasking skills within the context of a dynamic environment
- Demonstrated experience with data and passion for data-driven marketing
- Work Effectively in the Matrix
- Negotiate effectively with clients
- Robust Excel and MS Office skills
- Language Skills, Spanish and/or Portuguese, native or fluent written and spoken,
- Excellent escalation resolution experience
- Demonstrated ability to articulate and negotiate projects and priorities across functions and/or organizations
- Marketing, managed markets, or sales experience an advantage
3
Skills For Head of Customer Engagement Resume
- Understanding requirements of the newly approved qualification, meeting with stakeholders to determine timeline and priorities
- Experience leveraging science to optimize the approach for targeting, message sequencing, timing, and other marketing message operations
- Experience in managing or defining the strategic vision for products, preferably in the digital space, in industry or in a consulting capacity
- Responsible for ensuring consistency of customer experience across webinars, including consideration for athenahealth branding and content guidelines
- Experience and comfort with public speaking and event planning
- Experience of selling eCommerce, Marketing or order management solutions
4
Skills For Regional Head of Customer Engagement Resume
- Experience in either technology-enabled service business in an operations, training, train-the-trainer, research, or customer facing role
- Experience leveraging the Adobe marketing cloud suite
- Technical experience with one or more of the following: metadata; OpenURL; external link resolvers; database; journal and book linking
- Experience in managing and communicating with both internal & external partners, and agencies
- Experience in working in either field sales or marketing, or Customer Reference initiatives
- Experience in managing complex global or pan-geo initiatives involving multiple stakeholders
5
Skills For Customer Engagement Analyst Resume
- Is capable of managing and prioritising both everyday details and broad level, longer term responsibilities
- Coach and enable team to grow and operate at a high level for execution, forecasting, and pipeline building
- Passionate about achieving ground-breaking customer experience standards, as well as digital and innovative technologies
- Support Multi Channel strategy and priorities by identifying and evaluating innovative uses of the channel that drive customer value and growth
- Strong and broad understanding of PM business in terms of Sales & Marketing
- Ales experience working for a software vendor into Enterprise client in Australia
- Experience of selling Supply Chain or Business Process Automation and/or transaction and data management solutions
- Experience in outbound calling role
6
Skills For Customer Engagement Service Manager Resume
- Experience of selling complex products and / or services in a consultative manner over the phone
- Experience in the following areas
- Experience in marketing within the entertainment industry
- Strong working knowledge of Microsoft Office Suite (Project, Word, PowerPoint, Excel)
- Experience with technology-driven customer marketing programs
- Experience with technology behind customer behavior analysis, including comfort with tools such as Google Analytics and Cognos
- Experience creating customer retention programs
7
Skills For VP, Customer Engagement Resume
- Technical experience with business software tools such as a CRM system, and MS Office Products including Excel, Word, and PowerPoint
- Experience working directly with external customers to implement and support services
- Good understanding of Customer Service and Operations
- Related experience and/or training
- Industry knowledge of packaging designto final production; and, experience in related domains is an asset
- Experience within the following industries: Industrial, Automotive, Electronics, Chemical, Petroleum and or Plastics
- Experience supporting mission-critical hosted applications
8
Skills For Customer Engagement Capabilities Lead Resume
- Pharmaceutical multichannel & marketing experience is an asset
- Optimise existing approaches and implement new changes to improve customer interaction and experience
- Sound experience in leading customer services teams
- Experience with Marketing Automation, Customer Analytics or eCommerce solutions
- Experience selling to and through IBM’s Business Partner channel
- Proven track record of success in achieving revenue goals
9
Skills For Senior Manager Customer Engagement Resume
- Support development of internal messaging and framework that enables effective cross-team communication and alignment
- Manager with 5-7 years of experience, including min. 1-2 years as a head of customer engagement / Contact Center unit
- Review all documents for compliance with editorial styles and standards prior to publishing
- Experience in online marketing across email, social, notifications and other digital avenues
- Experience in managing a large team that deals with ambiguity
- Good understanding on Finance
10
Skills For Director Customer Engagement Resume
- Experience with industrial internet, plant operations and
- Excellent communicator with a charismatic and confident personality
- Proven track record of success in telephone sales/customer care environment
- Build rapport and build strong relationships
- Extensive Pharma, Healthcare or Life sciences experience in a specialty market
List of Typical Responsibilities For a Customer Engagement Resume
1
Responsibilities For Customer Engagement Lead Resume
- Lead the evaluation and implementation of customer engagement software solutions both external and internal and develop the requirements, including, but not limited to: support workflow requirements, SLA’s legal or corporate requirements, analytics & data capture, billing/e-commerce as related to customer support
- Proven experience to articulate, define and execute creative strategies to grow the IBM WCE business and reach new markets
- Develop a strong partnership with the sales team to identify opportunities for enhanced customer service and increased business
- Work across functions to share best practices and modify processes and policies to improve overall customer experience
- Experience with Supply Chain or Business Process Automation and/or transaction and data management solutions
2
Responsibilities For Customer Engagement Associate Resume
- Build strong relationships with key Line of Business executives in your assigned partner territory
- Developing an in-life end-of-offer strategy, helping customers discover more value at critical and price sensitive times
- Understanding of business financials, ROI and profitability
- Speaking French Canadian is required
- Understanding of privacy laws, and their implications for marketing
- Using appropriate operating systems to maintain award titles
- Understanding and handling mergers
- Defining a customer engagement strategy and operational model tailored to the digital era
- Assuring the platform's scalability in line with the organization’s overall growth
3
Responsibilities For Head of Customer Engagement Resume
- Building a committed and passionate team that cares about the customers' requests and issues
- Understanding of enterprise governance and controls concepts, drivers and needs
- Understanding of project management concepts and how business processes and information systems are developed
- Understanding of GDPR and latest privacy trends
- Completing side by sides and decision reviews to assess Specialist’s decision quality
- Completing side-by-sides and decision reviews to assess Specialist’s decision quality
4
Responsibilities For Regional Head of Customer Engagement Resume
- Advising customers on the administration of BTEC and NVQ programme and centre approvals
- Handling customer applications for amendments
- Advising customers on all aspects of the approvals process, for any programme or centre approval, from application receipt to approval letter
- Handling the auto-approvals process
- Using Edexcel Online approvals functionality
- Marketing collateral for your portfolio
5
Responsibilities For Customer Engagement Analyst Resume
- Ensuring that updates are accurately reflected by Edexcel Online
- Confirming centre numbers to NCN
- Partner with product, operations, marketing, legal and engineering teams to develop and execute in-app promotional tools directly targeting users
- Lead strategy and development of a customer engagement strategy, including defining customer segmentation, measurement and developing lifecycle programs
- Has sold solutions that have improved clients' selling, marketing, merchandising, or fulfillment operations
- An understanding and empathy of company branding, marketing and the impact of client endorsement
- Strategic planning of annual and seasonal marketing plans in partnership with CIEM Marketing
- Strategic planning of annual and seasonal marketing plans in partnership with CIEM Marketing team
6
Responsibilities For Customer Engagement Service Manager Resume
- Assist campaign / audience manager in defining and understanding the best target audience for the campaign
- Assist campaign / audience manager in identifying campaign goals and defining key performance metrics
- Present findings and recommendation to campaign teams and marketing executives in an actionable, visually compelling and data driven focus
- Participate to the development of the practice area by documenting best practice and learning over time
- In Analytics, Direct Marketing, CRM/Database and/or Online Marketing
- Work from technology/application perspective to bring in end-end business process capabilities and ensure successful running of customer’s business
7
Responsibilities For VP, Customer Engagement Resume
- Strategize with product and engineering teams to make improvements to onboarding sales flow
- Regularly test creative and messaging of onboarding flow to increase download to trial conversion
- Sound understanding of retention/trading KPI’s (i.e. churn rates, decay curves, customer quality, CPS, ROI, NPV, etc.)
- Lead the planning and execution of Advisory Boards with Health Care Providers to drive insight gathering and inform brand strategy/tactics
- Turn customers into key evangelists; manage customer reference pipeline, leveraging the existing customer base to speed the sales cycle
- Support basic email coding and design in Salesforce Marketing Cloud through WYSIWYG editor and HTML
- Deep understanding of B2C media space and digital business strategy
8
Responsibilities For Customer Engagement Capabilities Lead Resume
- And initiatives and optimizing processes
- In conjunction with campaign / audience manager, recommend actionable segmentation strategy including firmographic and behavior factors
- Optimize page designs across CPO’s websites, providing direction on content needs and updates, product recommendations and taxonomy of product links
- Develop and own digital sales and customer acquisition & engagement targets with continued execution and monitoring to achieve both top and bottom line results
- Work with agency parties to identify leading events in the market and identify new and unique ways to reach professions
- Understand and comply with the IBM Global Event process and tools including (EST, GRP, EIT, CTEBA, etc)
- Lead execution of promotional offers through various in-app marketing channels
9
Responsibilities For Senior Manager Customer Engagement Resume
- Develop product specific, business-centric reporting on key metrics
- Secure cross functional buy in/approval to secure funding to launch new programmes and campaigns
- Expert in optimising performance to achieve growth targets within budget
- A high performer used to being stretched and challenged
- Lead efforts to adapt or create customer engagement and onboarding tools as needed
- Lead the Marketing team collaboration with Advocacy and Medical functions
- Perform tasks associated with projects and process improvements including, but not limited to
- Build relevant sales plays, and support the enablement team in global sales training efforts
10
Responsibilities For Director Customer Engagement Resume
- Strategic acumen coupled with a high attention to detail and the ability to audit his/her
- Own work for accuracy and quality
- The ability to work independently, be self-motivated and results-oriented but still be an
- Thrive in a fast paced, entrepreneurial, high-energy environment that requires
- With individuals at both peer and management levels
- Lead CES initiatives that are based on consumer insights to improve and enhance the customer service and support experience for HBO’s new streaming service
- Deep understanding of digital video products, technology, operations and media industry, including software development and agile implementation
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