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Skills

  • Call center volume reduction strategies
  • Membership renewal process optimization
  • Warehousing functions
  • Account management
  • Training development aptitude
  • Credit card processing
  • Key stakeholder relationship building
  • High-volume call handling
  • Staff education and training
  • International sales support

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Averaged 10 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Handled over 12 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Customer service training processes were implemented and developed by me.
  • Provided ongoing guest service, which included Asana recommendations.
  • Assisted and cross-trained other customer service managers.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.

Summaries

  • Strengths in process improvement and quality assurance backed up by Customer Service training.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Offering 8 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Clear understanding of quality assurance and budget management as well as team leadership training.
  • Dedicated to meeting and exceeding initiative objectives through effective communication and metric abilities.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Member Service Consultant with 16 years of successful quality assurance and stakeholder engagement experience.
  • QuickBooks expert with experience in vendor management services.

Accomplishments

  • Developed and maintained member engagement metrics, increasing membership longevity by an average of 84% months in 2024.
  • Achieved ITIL to optimize the use of Microsoft Excel in resolving escalated member issues.
  • Recognized for exceeding member satisfaction targets by 23% for 2023.
  • Achieved ITIL in customer service management, improving department productivity metrics by 35%.
  • Improved performance of underperforming team by 75% after implementing new, structured coaching methods.
  • Led initiative to streamline member onboarding process, improving first-call resolution by 31% over 2018.
  • Resolved product issue through consumer testing.
  • Trained 12 new hires on customer service protocols and CRM software, reducing average ticket resolution time by 62%.
  • Developed and led cross-channel marketing campaigns for member engagement, increasing member interactions by 26% in 2022.
  • Reconciled member account discrepancies faster by 40% through in-depth data analysis.

Affiliations

  • Project Management Institute
  • Salesforce Certification Program (CRM Practitioner)
  • Toastmasters
  • Association of Information Technology Professionals
  • Rotary International
  • Women in Customer Service and Support Leadership
  • Canadian Society of Association Executives (CSAE)
  • International Association of Administrative Professionals
  • Credit Union National Association (CUNA)
  • International Association of Customer Management Professionals (IACMP)

Certifications

  • Certified Customer Service Specialist (CCSS) - Brightline
  • SHRM Certified Professional (SHRM-CP)
  • Customer Service Excellence Certification Ironclad Systems
  • Client Onboarding Specialist Certificate - 2016
  • Project Management Professional (PMP)
  • Certified Customer Support Representative (CSR) - Lakeside Partners
  • CompTIA Security+
  • Remote Customer Service Operations Certified Professional - Northwind
  • Google Certified Professional Cloud Architect
  • Certified Call Quality Assurance Manager (CQAM) - Vantage

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