Alexandra Zuccarini
Hoboken,NJ
Summary
Results-oriented Experience Specialist excelling in data-driven decisions, creative problem-solving, and strategic planning. Hardworking and passionate candidate successful at managing multiple priorities with a positive attitude.
Overview
5
5
years of professional experience
Work History
Sr Experience Specialist
Verizon
06.2021 - Current
- Actively involved in driving a comprehensive digital transformation with an estimated return of $300M in incremental revenue, focused on enhancing the upper funnel learning experiences.
- Orchestrated an improved post-purchase experience that guides customers through their next steps, resulting in annualized cost savings of $8M.
- Successfully launched a customer-facing experience with ~1.5M monthly page visits and $1.1M annualized cost savings through call volume reduction
- Led an enhancement project supporting customer validations for promotions with $2M cost savings through automation.
- Partner with cross-functional teams for forecasted benefits and continuous reporting on KPIs to assess performance and make data-driven decisions
Customer Experience Intern
Verizon
06.2020 - 08.2020
- Collaborated with team members to create and present a recommendation to SVP that would improve the customer billing experience, increasing Verizon’s NPS score and saving the company $1.21M per year
- Developed and implemented a data-driven social media strategy that increased followers by 57% over two months
- Held a weekly org-wide forum to discuss industry updates and increased total viewership by 2.5% in only three weeks
- Designed 20+ graphics utilizing Adobe Creative Suite that were distributed company-wide
Business Development Intern
Carpenter Technology Corp
05.2019 - 08.2019
- Executed quotes and order entries in company ERP system (Axiom) with 100% accuracy, ensuring the correct quantity and product was delivered to the customer on time
- Prepared and communicated quotations using Excel to provide customer pricing and lead time details
- Communicated with customers regarding delivery issues and provided solutions that ensured customer satisfaction
Education
Smeal College of Business
Pennsylvania State University
University Park, PA05.2021
Skills
- Project Management
- Product Development
- Cross-functional Team Leadership
- Strategic Planning
- Reporting & Analysis
- Operational Efficiency
Timeline
Sr Experience Specialist
Verizon
06.2021 - Current
Customer Experience Intern
Verizon
06.2020 - 08.2020
Business Development Intern
Carpenter Technology Corp
05.2019 - 08.2019
Smeal College of Business
Pennsylvania State University