Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Immar Bell

Sterling Heights,Michigan

Summary

Insightful Customer Experience Analyst recognized for high productivity and efficient task completion. Possess specialized skills in customer behavior analysis, journey mapping, and feedback loop implementation. Excel in communication, problem-solving, and adaptability to enhance customer satisfaction and drive business growth. Use these strengths to contribute positively to team objectives and organizational goals.

Overview

14
14
years of professional experience

Work History

Customer Experience Analyst

General Motors Co
Warren, MI
02.2023 - Current
  • Level 2 and 3 Case Management support.
  • Investigate end-to-end system performance and customer experience issues, and apply sound technical judgment to data to resolve them.
  • Identify system performance gaps, document 'ideas', and partner with the team to execute improvement plans.
  • Use your analytical ability to assess and identify appropriate alternative courses of action where problems are complex.
  • Identify processes improvements to automate routine tasks as necessary to facilitate analysis activities
  • Work with limited direction from direct supervisor
  • Partner with the team to ensure that Call Center Advisors, Level 2 and Level 3 teams are prepared to handle calls and issue resolution for OBS services. This includes but is not limited to:
  • Define and execute a best-in-class support experience from inbound call to escalation
  • Lead team members in development/modification and maintenance of advisor process as it related to OBS support.
  • Partner, as needed, with all key stake holders (i.e., Engineering, IT Dev Ops, Systems Operations, Legal/Public Policy, Quality, Product Managers etc.) to optimize the customer experience
  • Utilize customer feedback to influence our support of case management support.
  • Partner with GMIT and business partners to create solutions and enhance tools and applications that enable improved OBS case management support.
  • Perform other related duties as assigned.
  • Maintain efficiency in rapidly changing environment.

CLIENT OPERATIONS CUSTOMER EXPERIENCE SPECIALIST

Teleperformance US
Detroit, USA
02.2020 - 02.2023
  • Read from scripts to promote uniformity and consistency in communications
  • Analyzed and collected customer information to prepare product or service reports
  • Referred unresolved customer grievances to designated departments for further investigation
  • Communicated and corresponded with customers and suppliers regarding quality issues, problems and complaints
  • Provided feedback and recommendations to developers on software usability and functionality
  • Identified, analyzed and documented problems with program function, output, online screen and content
  • Investigated customer problems referred by technical support
  • Established and maintained relationships with individual and business customers and provided assistance with problems these customers may encounter
  • Oversaw flow of cash and financial instruments
  • Found and attracted new business
  • Planned store layouts or designed displays
  • Prepared staff work schedules and assigned specific duties
  • Interviewed and hired prospective employees according to team needs.

ONSTAR PROVISIONING ADVISOR

Concentrix
Warren, Michigan
01.2017 - 02.2020
  • Read from scripts to promote uniformity and consistency in communications
  • Analyzed and collected customer information to prepare product or service reports
  • Referred unresolved customer grievances to designated departments for further investigation
  • Communicated and corresponded with customers and suppliers regarding quality issues, problems and complaints
  • Provided feedback and recommendations to developers on software usability and functionality
  • Identified, analyzed and documented problems with program function, output, online screen and content
  • Investigated customer problems referred by technical support
  • Established and maintained relationships with individual and business customers and provided assistance with problems these customers may encounter
  • Oversaw flow of cash and financial instruments
  • Found and attracted new business
  • Planned store layouts or designed displays
  • Prepared staff work schedules and assigned specific duties
  • Interviewed and hired prospective employees according to team needs.

ASSISTANT BRANCH SUPERVISOR

TCF Bank
Eastpointe, Michigan
06.2016 - 12.2016
  • Read from scripts to promote uniformity and consistency in communications
  • Analyzed and collected customer information to prepare product or service reports
  • Referred unresolved customer grievances to designated departments for further investigation
  • Communicated and corresponded with customers and suppliers regarding quality issues, problems and complaints
  • Provided feedback and recommendations to developers on software usability and functionality
  • Identified, analyzed and documented problems with program function, output, online screen and content
  • Investigated customer problems referred by technical support
  • Established and maintained relationships with individual and business customers and provided assistance with problems these customers may encounter
  • Oversaw flow of cash and financial instruments
  • Found and attracted new business
  • Planned store layouts or designed displays
  • Prepared staff work schedules and assigned specific duties
  • Interviewed and hired prospective employees according to team needs.

STORE MANAGER

Lids
Auburn Hills, Michigan
05.2015 - 02.2016
  • Read from scripts to promote uniformity and consistency in communications
  • Analyzed and collected customer information to prepare product or service reports
  • Referred unresolved customer grievances to designated departments for further investigation
  • Communicated and corresponded with customers and suppliers regarding quality issues, problems and complaints
  • Provided feedback and recommendations to developers on software usability and functionality
  • Identified, analyzed and documented problems with program function, output, online screen and content
  • Investigated customer problems referred by technical support
  • Established and maintained relationships with individual and business customers and provided assistance with problems these customers may encounter
  • Oversaw flow of cash and financial instruments
  • Found and attracted new business
  • Planned store layouts or designed displays
  • Prepared staff work schedules and assigned specific duties
  • Interviewed and hired prospective employees according to team needs.

TEAM LEAD

Finish Line (Macy's)
Sterling Heights, Michigan
03.2014 - 05.2015
  • Addressed employee issues, performed corrective actions and terminated employment when necessary
  • Stocked and organized products in storage spaces and retail shelves
  • Delegated tasks to team members according to project requirements and employee strengths
  • Addressed customer questions and recommended appropriate products and services to increase satisfaction
  • Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks
  • Processed customer discounts, returns and refunds according to store policies
  • Packed and unpacked items needing to be stocked on shelves in stockrooms, warehouses or storage yards
  • Unloaded trucks to check in merchandise and distribute received inventory to designated production areas
  • Checked in daily incoming shipments from vendors by comparing actual count to packing slip
  • Packed, sealed, labeled and affixed postage to prepare materials for shipping
  • Activated accounts for new and current members
  • Help resolve members' concerns and issues with the software of the unit.

WAREHOUSE CLERK

Motovicity
Madison Heights, Michigan
01.2011 - 02.2014
  • Provided administrative support in producing all forms of office communications
  • Recognized by supervisors as being efficient and detail oriented
  • Provided excellent customer service by phone and in person
  • Resolved customer complaints effectively and efficiently.

Education

ASSOCIATE IN SCIENCE (A.S.) IN INFORMATION TECHNOLOGY -

University of Phoenix - Online
Phoenix, Arizona
08.2011

Associate of Science -

Central State University
Wilberforce, OH

Associate of Science -

Oakland Community College
Bloomfield Hills, MI

Skills

  • Back office operations
  • Administrative support
  • Customer service
  • Communication
  • Interpersonal
  • Creative thinking
  • Problem-solving
  • Relationship management
  • Cash management
  • Business development
  • Store management
  • Staff management
  • Interviewing
  • Team leadership
  • Inventory management
  • Customer satisfaction
  • Product knowledge
  • Task delegation
  • Employee management
  • Stocking and organizing
  • Work goal setting
  • Deadline management

Personal Information

Title: Fleet Technical Operations Analyst

Timeline

Customer Experience Analyst

General Motors Co
02.2023 - Current

CLIENT OPERATIONS CUSTOMER EXPERIENCE SPECIALIST

Teleperformance US
02.2020 - 02.2023

ONSTAR PROVISIONING ADVISOR

Concentrix
01.2017 - 02.2020

ASSISTANT BRANCH SUPERVISOR

TCF Bank
06.2016 - 12.2016

STORE MANAGER

Lids
05.2015 - 02.2016

TEAM LEAD

Finish Line (Macy's)
03.2014 - 05.2015

WAREHOUSE CLERK

Motovicity
01.2011 - 02.2014

ASSOCIATE IN SCIENCE (A.S.) IN INFORMATION TECHNOLOGY -

University of Phoenix - Online

Associate of Science -

Central State University

Associate of Science -

Oakland Community College

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Immar Bell