Cheryl Snook ad3bt3@r.postjobfree.com 717-***-**** Harrisburg, PA www.linkedin.com/in/cheryl-snook/

CUSTOMER EXPERIENCE & SUPPORT LEADER

Passionate leader known for delighting customers with exceptional service. Adept at implementing strategic initiatives to enhance customer satisfaction, streamline support operations, and optimize team performance. Skilled in leveraging data analytics, process improvement methodologies, and innovative technologies to introduce new ways of working and transform systems and processes. Enthusiastic about creating customer-centric cultures and fostering cross-functional collaboration for a superior customer experience.

Key Skills

Customer Experience Excellence Revenue Growth Customer Satisfaction & Loyalty Customer Relationship Management

Quality Assurance Customer Journey Mapping Product Road Mapping Process Improvement Multi-Channel Support

Data Analytics Electronic Data Capture & Reporting Conflict De-escalation Public Speaking & Presentation

Performance Improvement Cross-functional Collaboration Training & Development Team Leadership

Technical Skills

Microsoft 365 SharePoint Mitel Proprietary CRMs Live Chat Slack Zoom Microsoft Office Suite Microsoft Teams

PROFESSIONAL EXPERIENCE

Senior Customer Experience Specialist MARCO PROMOS Remote Sep 2022 to Jul 2023

Played pivotal role in elevating overall customer experience through continuous improvement, innovation, and effective team leadership. Conducted regular assessments to identify pain points and areas for optimization. Collaborated with cross-functional teams to implement best practices.

Slashed data entry time by 25% and boosted sales team productivity by optimizing customer information management and sales activity tracking with CRM software.

Enhanced first-contact issue resolution rates by 15% and cut down average response time to inquiries by 15% via improved cross-departmental collaboration.

Realized a 20% increase in service efficiency and a significant reduction in operational costs by pioneering five customer service processes and procedures, including introducing use of the military alphabet, confirming email on every call, and reviewing artwork prior to graphics production.

Elevated average customer service agent performance by 20% and lowered customer escalations by designing and rolling out customer service training programs.

Documented over 19K customer interactions, transactions, comments, complaints, and actions to effectively monitor service delivery and customer satisfaction.

Reduced attrition by 75% and increased employee satisfaction by redesigning the 6-month new hire training program into a 6-week program with accessible resources that eliminated the need for memorization.

Customer Service Supervisor DHC USA Mechanicsburg, PA Mar 2021 to Sep 2022

Led and motivated a 15-member customer service team to deliver exceptional support, ensuring timely resolution of customer inquiries. Implemented and optimized processes to enhance efficiency and improve overall customer satisfaction.

Decreased resolution times 20% by ensuring that 97% of customer emails and calls were addressed within 24 hours, improving escalation handling capabilities and enhancing inter-departmental collaboration.

Achieved a 15% increase in customer satisfaction and a 12% increase in team productivity by hiring top talent, rolling out mission-aligned training programs, and providing regular performance reviews, coaching, and feedback.

Minimized customer service errors and product returns with introduction of a quality assurance process.

Designed and conducted monthly product knowledge training sessions for customer service representatives.

Maintained service quality and achieved a 98% customer satisfaction rate by efficiently managing a 20% surge in customer service inquiries during peak holiday seasons.

Ensured 75% of team members could perform all duties and responsibilities with a cross-training program.

Licensed Insurance Agent GLOBE LIFE AMERICAN INCOME DIVISION: GRAHAM ORGANIZATION Harrisburg, PA Sep 2020 to Jan 2021

Managed account relationships with 1,500 clients in Life, Supplemental Health, and Accident Insurance and maintained ties with ten external carriers for optimal insurance value. Responded to inquiries, conducted financial analysis, and developed strategic action plans for client retention satisfaction. Delivered accurate, comprehensive reports to clients.

Training & Resolutions Coordinator MARCO PROMOS Harrisburg, PA Jul 2019 to Jul 2020

Managed escalated customer issues and complaints, ensuring prompt and satisfactory resolutions. Analyzed customer feedback and trends to identify areas for improvement in service delivery. Collaborated closely with customer service teams to address challenges and provide ongoing support.

Captured a 95% customer satisfaction rate, increased customer loyalty, prevented churn, and exceeded department benchmarks by maintaining a less than 24-hour resolution time and improving first-contact resolution rate by 15%.

Cut down customer escalations by 30% and boosted overall team productivity by 20% via a proactive resolution approach.

Spearheaded an 18% reduction in recurring issues through a monthly root cause analysis exercise.

Maintained a 98% accuracy rate in documenting customer interactions, consistently meeting or exceeding monthly targets.

Achieved a 10% reduction in operational costs and enhanced overall customer satisfaction by collaborating with cross-functional teams to streamline processes.

Promotional Specialist, Outbound Sales Dec 2018 to Jul 2019

Developed and executed promotional strategies for products and services to drive sales growth. Utilized various channels to reach potential customers and generate sales leads. Analyzed market trends and customer behavior to tailor promotions for impact.

Drove a 15% boost in outbound sales revenue in just a year with targeted marketing strategies.

Contributed to an 8% increase in annual sales revenue by surpassing monthly sales quotas by an average of 15%. Also grew average order value by 10% with upselling and cross-selling techniques.

Realized a 25% rise in qualified leads and a 10% increase in conversion rates by devising and introducing a data-driven prospecting approach.

Enhanced pitch effectiveness by 20% by employing CRM software to track and analyze customer interactions. Maintained a detailed sales pipeline, reduced sales cycle length, and improved forecasting accuracy.

Sales Manager/Sales Director Jul 2018 to Dec 2018

Led and optimized sales operations with focus on enhancing customer service, driving continuous improvement initiatives, and ensuring operational efficiency in support of sales goals.

Enabled personalized customer service by using CRM tools to monitor customer interactions, preferences, and orders.

Customer Care Manager Feb 2011 to Jul 2018

Optimized customer service operations for excellence in customer satisfaction. Led a dedicated team of 22 to implement customer care strategies and continuously improve processes to meet and exceed service goals. Fostered a customer-centric culture while resolving escalated issues.

Improved service quality by analyzing survey data to pinpoint areas for delivery enhancements.

Accomplished a 10% gross profit margin increase with a competitive pricing strategy.

EARLIER EXPERIENCE

Training & Resolutions Coordinator Resolutions Coordinator Senior Training Coordinator Senior Customer Care Representative & Team Lead Customer Care Representative

MARCO PROMOS Harrisburg, PA Feb 2002 to Dec 2011

Assistant Training Supervisor ELECTRONIC DATA SYSTEMS GROUP Mechanicsburg, PA

EDUCATION

General Studies, Psychology Messiah University Grantham, PA

PROFESSIONAL DEVELOPMENT

Leadership Training – Managing a Team Customer Service Excellence Diversity in the Workforce

Change Management Telephony Customer Service Integrity Selling Knock Your Socks Off – Customer Service Training

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