Voc And Customer Experience (cx) - Dara Silva Resume: Informatik: Programer, Analyst, etc Usa #8959

VoC and Customer Experience (CX) - Dara Silva Resume

Miss Dara SILVA

Telefon: 4803401035

3143 S Channing Cir - Usa

Ort: Usa

Arbeitsbereich: Informatik: Programer, Analyst, etc

Job suchen (kurze Beschreibung):
Dynamic and customer-centric Senior Project Manager with a passion for driving transformative outcomes in Voice of the Customer (VoC) and Customer Experience (CX) management. Leveraging extensive expertise in human-centered design and ICT project management, I specialize in delivering high-impact SaaS and IT projects that seamlessly integrate advanced analytics and customer feedback systems. With a proven track record of orchestrating large-scale, cross-functional initiatives, I bring a strategic mindset, resourceful problem-solving, and a relentless focus on quality and user satisfaction.

My career journey reflects a commitment to elevating customer experiences—starting in sales and support, advancing into email marketing strategy, and culminating in spearheading cutting-edge projects that blend technical precision with creative design. I thrive in fast-paced, collaborative environments, aligning diverse teams toward shared goals and consistently delivering measurable business results.

Ambitious and future-focused, I aim to drive innovation in customer experience through data-driven strategies, continuous improvement, and technology adoption. I am eager to contribute my strengths in project leadership, analytics, and stakeholder engagement to organizations committed to creating impactful, customer-first solutions.

Arbeitserfahrung:
Senior Project Manager, Voice of the Customer
GoDaddy LLC
April 2020 – Present

• Led large-scale ICT and VoC projects involving integration of advanced analytics (Qualtrics XM, Google Analytics) with customer feedback systems, enhancing user insights and optimizing service design.
• Designed and managed end-to-end customer experience projects, aligning product lifecycle stages with survey timing and leveraging targeted data to drive improvements across GoDaddy’s multi-product ecosystem.
• Directed cross-functional collaboration to ensure seamless integration of customer feedback systems with IT infrastructure, coordinating with stakeholders and UX, marketing, and engineering teams.
• Implemented and managed ICT project controls, including budget tracking, risk assessments, and performance monitoring, to ensure high-quality deliverables on time and within budget.
• Optimized real-time analytics dashboards and early alert systems, providing executive teams with critical, data-driven insights for timely decision-making and proactive customer support enhancements.
• Enhanced cybersecurity measures and compliance within customer data management, adhering to data privacy standards and mitigating risks in survey systems.
• Managed change effectively, training internal teams on system updates and supporting adoption of new VoC tools and processes to maximize system efficiency and user engagement.

Email Marketing Support Specialist
January 2016 - January 2020
• Spearheaded targeted email marketing campaigns, leveraging segmentation and personalized outreach to improve engagement and subscriber growth.
• Developed best practices for email marketing operations, focusing on data compliance, conversion optimization, and audience retention.

Sales and Support
September 2011 – January 2016
• Delivered exceptional customer support, providing solutions for technical and billing inquiries related to GoDaddy products and services, including domain registration and hosting.
• Assisted customers with troubleshooting website and email configurations, ensuring seamless online presence.
• Consistently exceeded sales targets by identifying customer needs and recommending tailored solutions such as website builders, security features, and marketing tools.
• Built trust and rapport with customers, leveraging active listening and clear communication to resolve complex issues effectively.
• Trained in and utilized CRM platforms for efficient account management and personalized customer interactions.
• Demonstrated adaptability in a fast-paced environment, managing multiple customer interactions across phone, email, and chat channels.