Manager, Customer Experience
Resume:
Stephanie Hirsh
Organized leader who prioritizes customer needs through human connection,
data-driven decision making, and attention to detail
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EXPERIENCE
Certinia
Customer Experience Project Manager
January 2023 - PRESENT
● Lead the planning and execution of all Customer Experience/Voice of the Customer Projects within the Customer Operations org
Key projects include semi-annual NPS survey, Customer Adoption Program, Executive Sponsor Program, Version Debt Program, Customer Journey Program
● Analyze all NPS survey responses to identify key themes and develop new initiatives to improve sentiment
● Provide feedback on customer communications and collaborate with department leaders to make improvements
● Synthesize data from multiple sources to facilitate informed decision-making
● Maintain slide decks for all projects and present updates to Executive Team regularly
● Lead training and enablement sessions for Customer Success team on all projects impacting customers
● Plan in-person workshops for developing initiatives with department leaders and rolling out company-wide organizational changes Compass
Regional Project Manager, TriState
October 2022 - January 2023
● Drove project management from ideation to implementation for regional and national initiatives, including retention initiatives, product adoption, strategic & customer-centric initiatives, and new Expansion/M&A activity
● Developed communication strategy for projects and created internal enablement process and documentation
● Conducted analysis on customer programs & initiatives, created reporting and presented to leadership
Associate Regional Manager NYC, Agent Experience
December 2020 - October 2022
● Designed and oversaw local new hire training programs, and helped build national training programs.
● Contributed to 10% improvement of NPS score in 2021 and consistent meeting or exceeding of all KPIs
● Guided my directs to achieving the highest product adoption rate in the SKILLS
Project planning and
management
Data analysis and interpretation
Training and Enablement
Quality Assurance
Relationship development
Salesforce expertise
Report preparation
Creative problem solving
Time management
Coaching
Product adoption
management
Strategic thinking
LANGUAGES
Conversational Spanish
EDUCATION
B.A. Theatre and Speech
University of Tennessee
summa cum laude
company with their customers at 14% above goal
● Serve as the regional advisor to National Onboarding team, responsible for ensuring knowledge base is updated, coordinating role out of new processes, and new sub-market launches
Agent Experience Manager - December 2018 - November 2020
● Onboarded and served as account manager to new customers, receiving 5/5 average CSAT survey responses consistently
● Projects include: Onboarding Specialist Pilot, Long Island Expansion, Stribling Integration Team
Office Administrator - July 2017 - November 2018
● Managed daily workplace operations and supervised receptionist
● Supported Sales Manager with effective correspondence management, document coordination and customer relations
Brooklyn Group - Office Manager - June 2016 - May 2017
● Integrated logistic systems into company processes to provide payroll services for agents
● Established efficient workflow processes and implemented modifications to improve overall business operations
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