AMY KASSIM
Buffalo,NY
Summary
Results-driven Customer Experience Analyst specializing in customer journey mapping and performance metrics. Enhanced client satisfaction and retention rates through strategic negotiation and workflow improvements. Proven ability to lead cross-functional teams, driving initiatives that elevate service quality. Strong skills in communication, problem-solving, and adaptability contribute to organizational success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Experience Analyst
ACV Auctions
06.2024 - Current
- Reviewed existing processes for efficiency gains and cost savings opportunities related to the customer experience.
- Collaborated with cross-functional teams to identify process improvements that would enhance the customer experience.
- Recommended product or process adjustments based on customer feedback.
- Worked with marketing team members on campaigns designed to increase engagement with current customers.
- Implemented strategies to resolve escalations, reducing resolution time and improving retention.
- Negotiated deals to enhance customer satisfaction and minimize churn.
- Conducted NPS follow-up calls to collect feedback, driving service quality improvements.
- Created comprehensive reports for various departments, facilitating informed decision-making.
- Analyzed escalations to identify trends, generating actionable insights for customer satisfaction enhancement.
- Tracked and reported key customer metrics, delivering analysis to support strategic initiatives.
- Managed online presence via Facebook, safeguarding company reputation.
- Provided guidance to team members regarding tasks assigned to them.
- Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
- Identified risks associated with each project and developed strategies for mitigating those risks.
Women at ACV Lead
ACV Auctions
09.2022 - Current
- Delivered high-quality communications materials and tactics to create emotional connections with target audiences.
- Collaborated with team to promote, plan and organize communication materials.
- Conducted structured interviews and recorded audio.
- Developed interview questions based on the position and company culture.
- Provided guidance to team members regarding tasks assigned to them.
- Focused on project monitoring and management of ongoing initiatives.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Created project status presentations for upcoming sessions that were held company-wide.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Created project plans with established timelines, assigned to appropriate teams, and managed workflow throughout implementation.
- Developed and maintained a content calendar that ensured timely publication across multiple ongoing projects.
Sr. Title Specialist
ACV Auctions
02.2022 - 07.2024
- Led a team of 11, overseeing training and development initiatives across multiple departments.
- Developed and implemented a comprehensive seller onboarding program to enhance client experiences.
- Created 'The Huntington Project,' optimizing two concierge accounts.
- Managed all ACV Capital Repossession titles, ensuring efficient processing and issue resolution.
- Conducted monthly presentations for inspector training calls to improve team efficiency.
- Devised programs to cultivate executive potential among lower-level employees.
- Assisted in succession planning initiatives through targeted training efforts.
- Mentored and onboarded new staff members, driving high client satisfaction.
- Coordinated with managers to identify skill or knowledge gaps and implement training needs.
- Designed training modules implementing strategic business practices and organizational behavior training concepts.
Title Concierge
ACV Auctions
07.2021 - 02.2022
- Managed escalations with specialists and dealers, ensuring swift resolutions and high customer satisfaction.
- Onboarded and offboarded dealers, evaluating criteria for Concierge dealer status compliance.
- Trained new Concierge members and guided specialists to enhance team development.
- Led dealer onboarding/offboarding processes, facilitating seamless transitions while adhering to Concierge standards.
- Conducted NPS surveys to assess dealer satisfaction, promoting continuous service quality improvement.
- Supported sales team initiatives to drive growth and enhance overall development.
- Collaborated with internal teams to create effective solutions addressing customer needs.
- Optimized operational processes to improve efficiency and effectiveness in business development activities.
- Conducted competitive analysis to inform strategic decisions and positioning.
Title Specialist
ACV Auctions
07.2020 - 07.2021
- Managed operations across seven to eight states, ensuring seamless workflow and regulatory compliance.
- Trained new specialists remotely and in-office, enhancing overall team efficiency.
- Resolved customer issues promptly through effective handling of inbound calls and escalations.
- Contributed to special projects, driving improvements and achieving defined project objectives.
- Performed due diligence checks on property titles, including searches for liens and judgments.
- Conducted lien searches to confirm clearance prior to property closing.
- Facilitated closing meetings, explaining title documents and securing necessary signatures.
- Mentored junior title specialists, promoting a culture of excellence and continuous improvement.
Title Administrator
ACV Auctions
01.2020 - 07.2020
- Processed an average of 200 titles daily with high accuracy and efficiency.
- Handled inbound calls, delivering prompt and effective customer service.
- Collaborated with specialists to resolve complex title issues efficiently.
- Streamlined title processing, significantly reducing turnaround time for tasks.
Flooring Sales Professional
Warren's Carpet One
08.2018 - 01.2020
- Managed customer inquiries and call transfers to ensure efficient communication.
- Maintained and updated databases, increasing data accuracy and accessibility.
- Resolved post-sale issues while providing ongoing support to enhance customer satisfaction.
- Scheduled and confirmed appointments to optimize time management for customers and installers.
- Quoted prices, terms, and delivery dates to facilitate informed purchasing decisions.
- Engaged customers in product demonstrations to secure orders and boost sales.
- Recommended tailored product solutions that addressed specific customer needs.
- Developed sales strategies that increased store revenues and profitability.
Multi Media Executive
LocalEdge
05.2014 - 09.2014
- Managed customer orders and account information to ensure high satisfaction levels.
- Adapted swiftly to new office technologies, improving operational efficiency.
- Updated company websites to enhance online presence and accessibility.
- Conducted thorough online research to support diverse business needs.
- Negotiated contracts with vendors for competitive pricing of media services.
- Scheduled guest interviews and assigned stories to reporters for optimal coverage.
- Monitored online brand conversations to identify issues and opportunities.
- Maintained professionalism under stress, effectively managing difficult situations.
Education
Corporate Communication -
Cornell University
02.2025
Skills
- Customer journey mapping
- Performance metrics
- Leadership development
- Workflow optimization
- Public speaking and persuasion
- Negotiation and conflict resolution
- Analytical skills
- Team leadership
- CRM strategies
- Trend analysis
- Project management
Extracurricular Activities
Leads and manages a team of 23 members within the ACV Engagement Pillar (Women at ACV), overseeing the execution of 6-8 concurrent projects.
Volunteers with a local Refugee & Immigration social services office, R.I.S.E., with developing training materials.
Active member of a local Women's Networking Group, She Connects, bringing together female founders from small businesses, non-profits, and larger corporate companies.
Current Role
Customer Experience Analyst
Accomplishments
- Women Cementing History (local women's networking award) sponsored by Key4Women
Certification
- Corporate Communications
References
References available upon request.
Timeline
Customer Experience Analyst
ACV Auctions
06.2024 - Current
Women at ACV Lead
ACV Auctions
09.2022 - Current
Sr. Title Specialist
ACV Auctions
02.2022 - 07.2024
Title Concierge
ACV Auctions
07.2021 - 02.2022
Title Specialist
ACV Auctions
07.2020 - 07.2021
Title Administrator
ACV Auctions
01.2020 - 07.2020
Flooring Sales Professional
Warren's Carpet One
08.2018 - 01.2020
Multi Media Executive
LocalEdge
05.2014 - 09.2014
Corporate Communication -
Cornell University
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