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Member Service Advisor resume examples

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Skills

  • Inbound and outbound sales proficiency
  • Sales expertise
  • Credit card processing
  • Report preparation
  • Training development aptitude
  • Order fulfillment
  • Conflict resolution skills
  • Customer satisfaction initiative design
  • Customer relationship management (CRM) proficiency
  • Data-driven decision making

Work Experiences

  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Assisted and cross-trained other customer service managers.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Customer service training processes were implemented and developed by me.
  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.
  • Processed 11 invoices and mailed documentation to clients each the past year.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Increased the team's revenue by over $15 in sales.
  • Ensure that customers and internal departments are properly communicated with.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Committed to providing world-class customer service while remaining professional.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Member Service Advisor with 17 years of successful strategic planning and vendor management experience.
  • Achieved success in providing unsurpassed customer service.
  • Member Service Advisor is a multi-talented Member Service Advisor who is consistently rewarded for planning and operational improvements.
  • Competent Member Service Advisor with a desire to exceed sales targets and establish long-term customer relationships.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Under duress, personable and professional.
  • ServiceNow and metric techniques have been taught to me.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Played a key role in developing cross-department service standards, which reduced overall inquiry backlog by 47%.
  • Revamped member service communication protocols, reducing average handling time (AHT) by 56%.
  • Recovered 10 dormant accounts through targeted outreach initiatives, generating $15 in new revenue.
  • Increased retention rates of stakeholder engagement among legacy members through proactive outreach campaigns.
  • Collaborated with IT department on ServiceNow system updates, reducing technical downtime by 15%.
  • Reduced member support email response times from 8 hours to 2 minutes, improving service levels and member satisfaction.
  • Lead performance reviews and revisions for key services, driving down member churn by 29% over the past year.
  • Optimized onboarding experience for new members, resulting in a 36% reduction in new member attrition.
  • Contributed to a framework that refined support strategies, reducing complaints by 32% and increasing customer retention.
  • Resolved complex technical issues with system, maintaining a 81% success rate in trouble-ticket resolutions.

Affiliations

  • National Association of Sales Professionals (NASP)
  • Society of Women Engineers
  • International Membership Services and Engagement Association (IMSEA)
  • Customer Service Professionals Network (CSPN)
  • Customer Success Association (CSA)
  • International Association of Administrative Professionals
  • Association for Computing Machinery
  • American Medical Informatics Association
  • Freemason
  • Global Sales and Customer Success Leaders Circle

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Associate in Project Management (CAPM) – Project Management Institute
  • ITIL Foundation Certification in IT Service Management – AXELOS
  • CompTIA Network+
  • Certified Professional in Customer Experience (CPCE) - Beacon Labs
  • Salesforce
  • Conflict and Communication Certificate - process
  • SHRM Certified Professional (SHRM-CP)
  • Project Management Professional (PMP) - Project Management Institute
  • Customer Retention Strategies Certification - category

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