Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kenneth Haas

Naugatuck,CT

Summary

Dedicated and results-driven Customer Experience Leader with a proven track record of enhancing profitability through strategic insights and trend-driven process improvements. Leveraging over 10 years of experience, I am a versatile and personable professional skilled in effective communication, strategic planning, and conflict resolution. My passion lies in optimizing customer experiences to drive company success, and I am excited to continue delivering outstanding results in my next role.

Overview

12
12
years of professional experience

Work History

Client Success Manager

Indeed
Stamford, CT
07.2021 - Current
  • Developed and maintained relationships with clients to ensure customer satisfaction.
  • Created client success plans tailored to individual client needs and goals.
  • Assessed customer issues, researched solutions and implemented corrective actions to maintain high satisfaction.
  • Analyzed the effectiveness of campaigns by tracking web analytics data such as impressions, clicks, page views.
  • Utilized CRM systems such as Salesforce to manage all aspects of the customer journey.
  • Monitored KPIs to assess customer engagement.

Driver

Uber
03.2016 - Current
  • Delivered packages to customers in a timely and efficient manner.
  • Followed all applicable traffic laws, regulations, and defensive driving techniques while operating company vehicles.
  • Provided excellent customer service by responding promptly to customer inquiries and complaints.
  • Monitored road conditions during trips to determine if any adjustments need to be made due to weather or traffic delays.
  • Transported riders to designated stops according to pre-determined schedules.

Customer Experience Manager

Five Below
Manchester, CT
06.2017 - 07.2021
  • Developed customer service policies and procedures to ensure a consistent and positive experience.
  • Analyzed customer feedback data to identify areas of improvement in the customer experience.
  • Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
  • Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
  • Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
  • Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.

Team Lead

The Sports Authority
Danbury, CT
10.2011 - 02.2016
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Maintained accurate records of employee attendance and task completion times.
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Assigned projects and distributed tasks to team members as per area of expertise.

Education

Some College (No Degree) - Marketing

Capella University
Minneapolis, MN

Skills

  • 2 years experience with a multitude of CRM software
  • Proficiency using Microsoft Office
  • Work well both individually, and on a team
  • Type 50 WPM
  • Client Engagement
  • Business Analytics
  • Troubleshooting
  • Client Relationship Management
  • Project Management
  • Customer Service and Support
  • Customer Retention
  • Data Analysis

Timeline

Client Success Manager

Indeed
07.2021 - Current

Customer Experience Manager

Five Below
06.2017 - 07.2021

Driver

Uber
03.2016 - Current

Team Lead

The Sports Authority
10.2011 - 02.2016

Some College (No Degree) - Marketing

Capella University

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Kenneth Haas