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Skills

  • Order fulfillment
  • Client onboarding and retention
  • Money handling abilities
  • Strategic sales knowledge
  • Staff education and training
  • Audit support and membership accuracy
  • Sales expertise
  • Route dispatch
  • CRM
  • Conflict resolution and de-escalation

Work Experiences

  • Collaborated with vendors to plan more than 5 daily pickups and weekly deliveries.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept up to date on product and service changes.
  • Handled over 7 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Provided clients with basic technical support for a variety of process company products.
  • Kept the metric and system areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Used a POS system to itemize and total the purchases of 13 customers.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.

Summaries

  • Committed to providing world-class customer service while remaining professional.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • With extensive knowledge of quality assurance and proven multitasking abilities, I am well-versed in project and time management.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Under duress, personable and professional.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate framework systems is one of my specialties.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Dedicated to learning, growing, and succeeding in Banking and Financial Services.

Accomplishments

  • Optimized CRM used for member tracking and updates, significantly reducing member response times by 76%.
  • Recognized for highest member satisfaction rates among Senior Members Service Officers 2020 by achieving a 31% positive feedback score.
  • Led a team of 7 Member Service Associates, increasing customer satisfaction by 52% within the first three years.
  • Directly resolved escalations for high-value clients, maintaining an average resolution time of three years and exceeding performance KPIs.
  • Reduced negative online reviews by implementing a pre-emptive service recovery strategy, decreasing negative feedback by 47% over one year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Proactively identified and resolved discrepancies in member accounts, reducing billing errors by 73%.
  • Collaborated with team of 14 in the development of process.
  • Resolved high-priority account issues within a record three years by collaborating closely with the IT and billing teams.
  • Reduced service-level agreement (SLA) breaches from 6 to 13 by restructuring workflows and reallocating resources.

Affiliations

  • Toastmasters
  • Association of Financial Professionals (AFP)
  • The Customer Success Collective
  • National Society of Compliance Professionals (NSCP)
  • Society of Human Resource Management
  • International Association of Administrative Professionals
  • Lions Club
  • Global Association for Credit Union Training (GACUT)
  • National Association for Business Economics (NABE)
  • Project Management Institute

Certifications

  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician
  • Member Service Representative (MSR) Certification – Beacon Labs
  • Salesforce
  • Project Management Professional (PMP)
  • Google Certified Professional Cloud Architect
  • Certified Customer Experience Professional (CCXP)
  • Lean Six Sigma Green Belt Certification for Service Improvement
  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant

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