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Skills

  • Key stakeholder relationship building
  • Client onboarding experience
  • Customer retention program development
  • Data-driven decision making
  • Receiving support
  • Conflict resolution and de-escalation techniques
  • Customer satisfaction measurement (CSAT, NPS)
  • Active listening and member support
  • Stock management
  • Account management

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Averaged 10 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Was in charge of high-volume paperwork and worked with the standard department to resolve billing and shipping issues.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Kept the initiative and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • With extensive experience in the procedure industry, I am a knowledgeable and dedicated customer service professional.
  • Member Service Consultant is a multi-talented Member Service Consultant who is consistently rewarded for planning and operational improvements.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 11 years.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to exceeding expectations and leading the team to success.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Customer Service Representative with 10 years of retail experience in fast-paced, team-oriented environments.
  • Under duress, personable and professional.

Accomplishments

  • Reduced support wait times by 72% through call routing optimizations and workforce management analytics.
  • Achieved ITIL in customer service management, improving department productivity metrics by 35%.
  • Maintained a 62% member satisfaction rate by systematically resolving escalated issues within 12-hour timeframe.
  • Developed and maintained member engagement metrics, increasing membership longevity by an average of 84% months in 2024.
  • Decreased issue escalation by 18% through systematic application of conflict resolution and de-escalation techniques.
  • Led initiative to streamline member onboarding process, improving first-call resolution by 31% over 2018.
  • Collaborated with team of 13 in the development of procedure.
  • Implemented a feedback loop based on member surveys, resulting in a 55% reduction in complaint tickets over 18 months.
  • Developed and executed a member retention strategy, increasing renewal rate by 72% in fiscal year 2021.
  • Proactively tracked member satisfaction scores, improving NPS (Net Promoter Score) by 79% over three years.

Affiliations

  • American Society of Safety Professionals
  • Association for Community Affiliation & Integration (ACAI)
  • Customer Success Association
  • Call Center Management Association (CCMA)
  • B2B Customer Experience (B2B CX) Leaders Forum
  • Young Professional Organizations (with focus on Service Consulting)
  • Society for American Customer Analysts (SACA)
  • Women in Customer Service and Support Leadership
  • Rotary International
  • National Association of Credit Management (NACM)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Professional Customer Service Certification - 2021
  • CompTIA A+ Technician
  • Conflict Resolution and Mediation Certification - Beacon Labs
  • Complaint Resolution and De-escalation Techniques Certification - 2020
  • Certified Customer Service Specialist (CCSS) - Brightline
  • Member Support for Financial Institutions Certification - Harbor & Co.
  • Salesforce
  • Certified Customer Support Representative (CSR) - Lakeside Partners
  • Certified Nonprofit Board Consultant (CNBC) - Summit Group

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