| Urgent and Direct client Technology Change and Customer Experience Lead at Remote, Remote, USA |
| Email: [email protected] |
| Hi professionals Good morning How are you all Hope you all are doing well Below is the JD for the Technology Change and Customer Experience Lead of my direct clients Please let me know if you have any suitable candidates please share their resumes Including contact details with their current location & which visa Urgent and Direct client Technology Change and Customer Experience Lead ATL - AIM General 61352 Technology Change and Customer Experience Lead Remote(Atlanta) 6 months The role of a change and customer experience lead is to: facilitate the technology change process, including ensuring team members follow the process end to end and changes are communicated properly. identify opportunities to increase customer satisfaction and loyalty through assessment of processes, identifying and measuring quality assurance metrics, and facilitating a continuous improvement lifecycle. Essential Duties and Responsibilities: Technology Change Management Facilitate weekly change and post implementation review meetings. Assess change management process and corresponding workflow within Service Now to identify opportunities. Govern process to ensure change requests are managed appropriately and following the standard operating procedures. Identify key performance indicators to measure technology changes, including adherence to the process Customer Experience Champion opportunities to consistently improve the AIM experience. Manage ticket SLAs by using reporting metrics. Map the customer journey and identify opportunities to proactively intervene on the clients behalf. Lead the Breach Ticket meetings. Provide quality assurance of calls and tickets. Review and analyze customer surveys. Train and supervise technicians on customer service results and improvements. Qualifications and Requirements: ITIL V4 certified Excellent communication, interpersonal, and customer service skills Ability to lead without authority Critical thinking, data analysis and problem solving skills A passion for customer satisfaction Time management skills Experience using Service Now or similar CRM Experience with technology change management processes Thanks & Regards Akhil Reddy Administrative Assistant Keshav Consulting Solutions, LLC Phone: 9 1 9-439-7374 Email: [email protected] Address: 5470 McGinnis Village Place, Suite102, Alpharetta, GA, 30005, Website: www.keshavconsulting.com Keywords: Georgia |
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| Mon Aug 21 20:16:00 UTC 2023 |