William Reinersmann

In this role I was responsible for day to day management of CX programs (satisfaction surveys, audits, mystery shops, data analysis). Responsibilities and results below:

• Partnered with Market Force support teams (QC, IT, R&D) to onboard and launch new clients.
• Built and maintained strong relationships with over 25 clients, fostering trust and loyalty while promoting company brand.
• Collaborated with cross-functional teams to develop tailored solutions that met specific client needs.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
• Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
• Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
• Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in team's ability to deliver results.
• Collaborated regularly with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
• Enhanced client satisfaction by promptly addressing inquiries and providing exceptional customer service

In this role I was responsible for supporting Client Services Specialists in their management of CX programs; additionally, in this role, I was directly involved in the management of Market Force international licensee programs. Responsibilities and results below:

• Set up monthly MShop, CSAT, and Audit programs for multiple clients.
• Provided regular performance and vendor adherence reporting to clients and CSS
• Monitored, and partnered with, Market Force international licensees, to ensure contractually compliant program execution.
• Proactively initiated new processes related to project set up and management which improved efficiency and client satisfaction.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Analyzed client feedback to identify opportunities and implemented changes accordingly.
• Promoted to CSS in March of 2013

In this role I was responsible for supervising the department which handled client inquiries. Responsibilities and results below:

• Trained and supervised 3 to 4 Inquiry Specialists.
• Monitored inquiry resolution volume and quality.
• Prepared inquiry data reporting for internal and client stakeholders.
• Partnered with Account Management team and other support departments to leverage inquiry data to drive program improvements.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Implemented processes for improved efficiency, resulting in faster resolution of client issues.
• Promoted to Project Coordinator in August of 2007.

In this role I was responsible for handling client inquiries. Responsibilities and results below:

• Responded in a timely manner to client inquiries regarding mystery shop/audit programs and provided appropriate resolution.
• Monitored inquiries for trends and recurring issues and communicated this information to relevant internal stakeholders.
• Maintained up-to-date knowledge of programs and services in order to provide informative and educational resolutions to clients.
• Promoted to Inquiry Supervisor in May of 2006.