Customer Care Analyst
Current• Work closely with Vice President of Customer Experience and Customer Care Manager on important issues and projects.• Manage information systems and produce routine daily and monthly reports to track key performance indicators.• Quality Service Level Reporting: - Detailed analysis reflecting monthly and year-to-date service levels, service problems, yr/yr % variances.• Customer Satisfaction Surveys: - Maintain relationships with third party vendor in developing and improving customer surveys and reporting functionalities. - Alter existing and compose new surveys (using skip logic) in order to understand the voice of the customer and improve service delivery. - Collect survey results on a monthly basis using third party software. - Produce detailed analysis illustrating key factors affecting customer satisfaction and service delivery across the organization. Report survey findings using charts, graphs and calculations highlighting percent variance by month and year as a percent of positive responses. - Calculate response rate and success rate of surveys completed on a monthly basis.• Net Promoter Scores (NPS): - Detailed analysis on the likeliness to recommend company services to colleagues and friends.• Assess and document (creating SOPs) existing and new business practices. Develop recommendations for new methods/procedures, implementation plans, and written reports for management to evaluate.
