Summary
Overview
Work History
Skills
Timeline
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Kevin Arapa

Kellyville,Australia

Summary

Goal-oriented Customer Experience Executive committed to enhancing customer experience and satisfaction. Resolution-oriented professional polished in gathering customer feedback and designing specific practices to improve satisfaction ratings and increase company's profits. Driven team player commended for boosting ratings by implementing changes and coaching staff on exemplary customer service.

Overview

1
1
year of professional experience

Work History

National Manager Customer Experience

Scentre Group
Sydney, NSW
08.2021 - Current
  • Used critical thinking to break down problems, evaluate solutions and make decisions with the use of focus group forums to determine priorities.
  • Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
  • Collaborated with internal stakeholders to close gaps and improve customer experience.
  • Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores driving up NPS by 5 basis points across the portfolio.
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
  • Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
  • Recruited and hired experienced contractors to complete projects on time to aid Christmas demand.
  • Prepared and implemented strategic growth service design strategy based on company goals and expectations.

Skills

  • MS Office
  • Self-Motivated
  • Decision-Making
  • Teambuilding

Timeline

National Manager Customer Experience

Scentre Group
08.2021 - Current

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Kevin Arapa