Specialist

Hard Skills

- Customer Journey Mapping

- Data Analytics & Visualization (Tableau, Power BI)

- Process Improvement (Lean, Six Sigma)

- CRM Platforms (Salesforce, Zendesk)

- Omnichannel Support Strategies

- Digital Transformation & Automation

- Quality Assurance & Compliance

Soft Skills

- Problem-Solving & Critical Thinking

- Effective Communication

- Stakeholder Engagement

- Leadership & Team Collaboration

- Adaptability & Innovation

- Empathy-driven Service Design

*Senior Customer Experience Specialist*

*ABC Corp, New York, NY*

June 2022 – Present

- Led the redesign of the customer onboarding process, reducing onboarding time by 30% through automation and better touchpoints integration.

- Developed and implemented a feedback analysis system using NLP, increasing voice of customer insights accuracy, resulting in targeted service improvements.

- Collaborated with IT and product teams to roll out an AI-powered chatbot, improving first-call resolution rates by 25%.

- Trained a team of 12 customer support agents on new digital tools and communication protocols, boosting team productivity by 15%.

*Customer Service & Process Specialist*

*XYZ Solutions, Brooklyn, NY*

August 2018 – June 2022

- Conducted comprehensive process audits that identified redundancies, leading to a 20% efficiency gain in ticket processing workflows.

- Managed advanced troubleshooting for enterprise clients, resolving complex issues within SLA targets and improving customer satisfaction scores by 18%.

- Designed KPIs and dashboards in Power BI to monitor team performance, providing actionable insights that drove continuous improvement.

- Facilitated cross-team workshops to align customer feedback with product development, influencing feature prioritization on the company roadmap.

*Junior Service Analyst*

*TechNova Inc., Jersey City, NJ*

July 2016 – August 2018

- Supported senior analysts in compiling customer data sets and preparing reports for senior management.

- Automated routine reporting tasks using Python scripts, saving 10 hours weekly.

- Contributed to the pilot of a chatbot integration, providing initial testing and feedback loops to ensure customer-centric functionality.

**Bachelor of Science in Business Administration**

New York University, New York, NY

*Graduated: 2016*

- Certified Customer Experience Professional (CCEP) – CXPA, 2023

- Lean Six Sigma Green Belt – ASQ, 2021

- AI & Data Analytics for Customer Operations – Coursera, 2024

Customer Feedback Sentiment Dashboard

Led the creation of a real-time sentiment analysis dashboard utilizing NLP techniques to monitor and respond proactively to customer sentiment shifts, reducing churn by 12%.

Digital Support Channel Integration

Managed the deployment of omnichannel communication tools (email, chat, social media), resulting in a 20% increase in support team efficiency and 15% boost in customer satisfaction scores.

- English (Native)

- Spanish (Professional Working Proficiency)