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Skills

  • Customer relationship management (CRM) systems
  • Account management
  • Customer retention strategies
  • Documentation and data management in Asana
  • Fluency with financial transactions worth $2
  • Effective verbal and written communication skills
  • Mail handling
  • Business operations
  • Effective use of productivity tools like SAP
  • Conflict resolution and mediation

Work Experiences

  • Audited member account information for accuracy, resulting in a 49% improvement in data quality across all records.
  • Automated reminders for renewals.
  • Contributed to being awarded Innovation Award for 2024.
  • Assisted 7+ members with account inquiries.
  • Achieved a 53% reduction in escalated support tickets.
  • Completed training and performed well in high-pressure client service situations.
  • Collaborated with cross-functional teams to improve the member onboarding process, decreasing setup time by 12%.
  • Analyzed recurring customer complaints.
  • Kept the member service area clean, organized, and well-stocked.
  • Coordinated with operations to resolve technical issues.

Summaries

  • Positive and upbeat personality with excellent relationship-building skills.
  • Achieved 68% member satisfaction.
  • With strong planning, problem-solving, and communication skills, I am extremely efficient and accurate.
  • Achieved 31% improvement in loyalty metrics.
  • Welcome clerical professional with 15 years of experience assisting customers and teammates in an Customer Service office setting.
  • Proven track record of initiative, process improvement, and procedure adherence.
  • Outstanding time management, organization, prioritization, and work ethic have all been recognized.
  • Scheduler who is well-versed in all aspects of administrative assistance.
  • Professional at assisting customers with both simple and complex needs.
  • Dedicated to providing outstanding support to team members and clients.

Accomplishments

  • Awarded 12-time employee of the month for consistently delivering top-tier member service.
  • Led customer service improvement initiative to enhance member resolution strategies, resulting in 39% faster response times.
  • Automated routine member service tasks, saving 10 hours per week for the member service team and improving service efficiency.
  • Reduced average call handling time by 3% while maintaining high member service quality and satisfaction metrics.
  • Documented and resolved initiative which led to standard.
  • Conducted audits of 11 member profiles to ensure compliance, improving accuracy in membership data by 66%.
  • Mentored fellow representatives on conversation techniques that improved customer satisfaction scores across the team by 39%.
  • Handled daily member inquiries with a 30% first-contact resolution rate, ensuring efficient service delivery.
  • Developed and implemented a feedback tracking system which increased actionable insights from members by 13 insights per month.
  • Advocated for member needs during cross-departmental meetings, resulting in a newly implemented support process that increased member satisfaction by 38%.

Affiliations

  • Project Management Institute
  • International Council of Nurses
  • Professional Customer Service Ring (the West Coast Division)
  • Customer Care Institute (CCI)
  • National Society of Leadership and Success (NSLS)
  • Association for Computing Machinery
  • International Association of Administrative Professionals
  • Professional Association for Customer Engagement (PACE)
  • Participated in initiative webinars on client onboarding enhancements
  • Mentorship program participant for member service efficiency with Summit Group

Certifications

  • Hubspot Customer Service Software Certified
  • Certified Public Accountant
  • CompTIA Network+
  • Accredited ACH Professional (AAP)
  • Licensed Notary Public
  • Financial Services Compliance Certification
  • Advanced Customer Service and Call Center Certification
  • Apple Certified Associate (ACA)
  • Certified Conflict Management Professional (CCMP)
  • ServSafe

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