Cara Burrous
Norco
Summary
Customer Experience Manager with a strong track record in enhancing brand loyalty through effective training programs and feedback systems. Demonstrates ability to analyze customer data for service improvements while fostering a culture of customer-centricity within teams.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Shinesty
Denver
06.2022 - Current
- Led customer experience initiatives that strengthened brand loyalty and engagement.
- Developed training programs for staff to elevate service quality and effectiveness.
- Analyzed customer data, identifying trends to improve service delivery methods.
- Implemented feedback systems to capture insights for ongoing improvement.
- Facilitated workshops promoting a customer-centric culture among team members.
- Managed escalated customer issues and resolved conflicts promptly.
Redaction Specialist
Bergerkahn Law Corp
02.2018 - 08.2021
- Managed case files and maintained accurate records, ensuring compliance with legal documentation standards.
- Researched legal precedents and gathered relevant case information efficiently.
- Assisted attorneys in preparing for court hearings and client meetings, enhancing case readiness.
- Coordinated communication between clients, attorneys, and external parties to facilitate information flow and support case progress.
- Drafted legal correspondence and documents under attorney supervision.
Director of Operations
TouchPoint
05.2018 - 03.2020
- Developed operational strategies to improve service delivery and customer satisfaction.
- Oversaw daily operations, optimizing workflow and resource allocation to enhance service delivery.
- Collaborated with teams to implement process improvements, resulting in enhanced productivity.
- Trained staff on operational procedures and best practices, fostering a culture of efficiency.
Education
Bachelor of Science - Psychology
Western Governors University
Salt Lake City, UT05-2027
Skills
- Customer journey mapping
- Customer acquisition
- Customer feedback management
- Customer satisfaction
- Account management
- CRM software proficiency
- Data analytics
- Team collaboration
- Cross-functional collaboration
- Feedback implementation
- Communication skills
- Customer service
Certification
Gorgias Certified-
Lead Agent (BigCommerce) Certification
Lead Agent (Shopify)
Timeline
Customer Experience Manager
Shinesty
06.2022 - Current
Director of Operations
TouchPoint
05.2018 - 03.2020
Redaction Specialist
Bergerkahn Law Corp
02.2018 - 08.2021
Bachelor of Science - Psychology
Western Governors University