Customer Experience Manager

Corinne Libcke

Seattle, WA

(***) ***- ****

addyy3@r.postjobfree.com

KEY SKILLS

Project Management

Process Implementation

Time Management

Planning

Communication

Computer Skills

Customer Service

Problem-Solving

EDUCATION —

Master’s in Professional Studies

Industrial/ Organizational Psychology

University of Maryland,Baltimore County (UMBC)

B.S. Psychology

Psychology Major; Family & Human Services Minor

Towson University

Lean Six Sigma

Green Belt Certified

Purdue University

EXPERIENCE

Customer Experience Manager • PCM Services, Inc

March 2018-March 2020

• Automated 4 daily processes using Robotics Process Automation

(RPA) software called UiPath. Automated processes include daily reporting, invoice processing, and customer estimate requests.

• Led workshops using Lean Six Sigma process map to established standard operating procedures.

• Established new Customer Experience Manager role in multiple divisions throughout organization. Collaborated with 2 teams to ensure seamless integration of the role.

• Worked directly with production manager and division managers of Parking Lot Services divisions to ensure project schedules are proactively communicated with customers.

• Coordinated schedule changes of approximately 70 projects a week with operations, clients, and internal teams. Communicated project updates with clients.

Coordinator • PCM Electric, Inc

May 2016-March 2018

• Collaborated in the creation a company-wide scorecard for the bonus program.

• Provided required contractual documentation and scheduling expectations to clients. Created proposals, job records, change orders, purchase orders, and invoices in database.

• Managed all additions and editions to the production calendar. Prepared documents and data for production meetings. June 2015- May 2016

Mental Health Worker • Sheppard Pratt Health System

June 2015-May 2016

• Participated in the planning and evaluation of patient needs based on patient behaviors and one on one conversations with patient.

• Provided direct patient care services in accordance with the treatment plan and under the direction of a professional nurse.

• Facilitated and documented dialectical behavioral therapy groups.

VOLUNTEER WORK

Sexual Assault Lead Peer Educator • Towson University

September 2011- May 2016

• Conducted workshops, presentations, tabling sessions, and events centered on educating groups of up to 50 students.

• Created training and handout materials for new members.

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