Moses Menpen
Bronx,NY
Summary
Dynamic Customer Experience Manager with a proven track record at TJX Marshalls, excelling in cross-functional collaboration and voice of customer analysis. Enhanced service delivery through strategic training programs and effective relationship building, resulting in improved customer satisfaction and operational efficiency. Skilled in data analytics and fostering team development.
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Overview
14
14
years of professional experience
Work History
Customer Experience Manager
TJX Marshalls
New York, NY
10.2015 - Current
- Assisted in developing customer feedback mechanisms to enhance service delivery.
- Supported team in analyzing customer interactions to identify improvement areas.
- Collaborated with cross-functional teams to streamline communication processes.
- Participated in training sessions on customer engagement best practices.
- Contributed to team discussions on enhancing overall customer satisfaction strategies.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
Room Supervisor
W Hotel
Chicago, IL
03.2012 - 09.2014
- Supervised daily operations, ensuring staff adherence to safety protocols and procedures.
- Coordinated room assignments, optimizing occupancy and enhancing guest satisfaction.
- Trained and mentored new team members, fostering a collaborative work environment.
- Implemented process improvements that streamlined workflows and reduced operational delays.
- Conducted regular quality inspections to maintain cleanliness and organization standards.
- Maintained high standards of guest service with thorough training and supervision of team members.
- Boosted staff morale and performance through recognition programs and ongoing feedback sessions.
Education
Associate of Arts - Marketing Management
Harry S Truman College
Chicago, IL05-2013
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Training programs
- Customer feedback management
- Training and onboarding
- Microsoft office
- Relationship building
- Team recruiting and hiring
- Strategic marketing
- P&L management
Timeline
Customer Experience Manager
TJX Marshalls
10.2015 - Current
Room Supervisor
W Hotel
03.2012 - 09.2014
Associate of Arts - Marketing Management
Harry S Truman College