Jacob T. Gwaltney
Customer Experience Manager, Specialty retail
Colorado Springs, CO · (719) 555 0117 · name@example.com · linkedin.com/in/jacobtgwaltney
Key Qualifications
EXPERIENCE
Ten years in customer operations, four leading experience programs
INDUSTRIES
Specialty retail, direct to consumer brands
SPECIALTIES
Voice of the customer programs, journey mapping, closed loop follow up, service recovery design
SYSTEMS
Medallia, Zendesk, Genesys Cloud, Salesforce Service Cloud, Tableau
CREDENTIALS
Certified Customer Experience Professional, Lean Six Sigma Green Belt
EDUCATION
Bachelor of science in marketing, Colorado State University
Results at a Glance
31
Across two years
22,000
Responses a year
27%
Removing a shipping
61%
Customers who scored
Executive Summary
Customer experience manager for a national outdoor equipment brand, owning the voice of the customer program, journey improvement and the closed loop process that follows every detractor. Ten years in customer operations, four leading experience work across a contact center and eleven retail sites.
Signature Achievements
- Raised net promoter score from 31 to 52 across two years by fixing the three journey stages the data pointed at.
- Cut customer effort score on returns from 4.6 to 2.8 after redesigning the returns journey with the fulfillment team.
- Built a closed loop process that reaches every detractor within one business day, now covering 22,000 responses a year.
- Reduced repeat contacts by 27 percent by removing a shipping notification gap that generated 90,000 calls a year.
- Recovered 61 percent of customers who scored the brand below five, measured by a purchase within six months.
- Won an investment case worth 900,000 dollars for order tracking improvements using contact volume and survey evidence.
Professional Experience
Customer Experience Manager
Front Range Outfitters, Colorado Springs, CO 2022 to present
Owns experience across a 120 seat contact center and eleven retail stores for a brand with 1.3 million active customers.
- Runs the voice of the customer program covering survey design, sampling, reporting and closed loop follow up.
- Leads journey mapping work with merchandising, fulfillment and digital, and owns the improvement backlog that comes out of it.
- Chairs a monthly experience council where each recurring theme gets a named owner and a due date.
- Manages two experience analysts and a service recovery specialist.
- Sets the service recovery policy, including the goodwill authority frontline agents hold.
Customer Insight and Quality Lead
Pikes Peak Gear Company, Colorado Springs, CO 2019 to 2022
Led insight and quality for a 40 seat service team at a growing outdoor retailer.
- Introduced the first post contact survey and the quality scorecard built from its findings.
- Coached supervisors on reading verbatim comments for their own teams.
- Ran the analysis behind the decision to add a live chat channel.
Customer Service Team Lead
Arkansas River Sports Supply, Pueblo, CO 2016 to 2019
Team lead over ten agents on an order and product support queue.
- Managed daily queue performance and handled escalated customer cases.
- Wrote the product knowledge guides used during seasonal hiring.
- Ran the seasonal onboarding for temporary agents each fall.
Licensure and Certification
Certified Customer Experience Professional, Customer Experience Professionals Association, 2022
Lean Six Sigma Green Belt, American Society for Quality, 2020
Education
Bachelor of science in marketing, Colorado State University, 2016
Core Skills
Voice of the customer programs · Journey mapping · Closed loop feedback · Service recovery design · Net promoter score management · Cross functional facilitation · Medallia administration · Investment case building · Analyst leadership · Retail and center alignment