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Skills

  • Cross-departmental collaboration
  • Shorthand writing
  • Credit card processing
  • Documentation and reporting
  • Staff education and training
  • Money handling abilities
  • Office administration
  • Sorting and labeling
  • Customer and client relations
  • MS Office proficiency

Work Experiences

  • Created multi-threaded admin web applications based on standard.
  • Organized and scheduled office meetings as well as client appointments, effectively accommodating hectic schedules for a team of 10 professionals.
  • Standard helped me achieve $59,000.
  • Answered phone calls from clients, vendors, and a variety of other callers looking for information.
  • Actively participated in annual strategy meetings contributing to policy changes that improved service offerings and raised member engagement by 53% annually.
  • Was in charge of sorting and distributing mail correspondence between departments and personnel, as well as parcel packaging, preparation, and timely shipping.
  • Wrote professional memos, letters, and marketing copy to support business objectives and growth.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Achieved a 37% first-contact resolution.
  • Answered an average of 5 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.

Summaries

  • Fluent in Japanese. Personable and professional communicator.
  • Trained in document review, working with internal and external parties, and independently resolving routine and challenging concerns.
  • Calendar management, scheduling, data entry, and database administration are all areas where she shines.
  • While greeting and interacting with customers, answering calls, project management and process improvement, maintain a positive and upbeat attitude.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Senior Member Service Representative is a dependable and enthusiastic Senior Member Service Representative with 14 years of front desk management experience.
  • Skilled at coordinating paperwork, processing payments, and working independently to meet customer needs.
  • Detail-oriented Senior Member Service Representative with experience in planning, managing and coordinating corporate events.
  • Customer service expert with 9 years of experience resolving account and service issues for metric clients.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.

Accomplishments

  • Successfully rectified 4 billing issues, recovering 10 in lost revenue over a 6 months period.
  • Presented a proposal for improving task prioritization that resulted in a 42% boost in overall service efficiency for the team.
  • Improved accuracy of member data records by implementing SAP software solution, reducing errors by 23%.
  • Co-led the integration of Microsoft Office Suite applications for report generation, reducing manual effort by 19%.
  • Reduced member service resolution times through the implementation of a streamlined prioritization system, cutting time by 30%.
  • Managed a portfolio of 7 high-value member accounts, resolving issues promptly and ensuring a 65% satisfaction rate.
  • Trained and mentored 13 employees in best practices for member service delivery, improving overall team performance by 65%.
  • Documented and resolved procedure which led to program.
  • Led the escalation process for critical member service issues, consistently preventing service level agreement breaches in several months.
  • Championed member service improvements which led to a 69% boost in positive feedback through external surveys.

Affiliations

  • International Customer Experience Awards (ICXA)
  • Rotary International
  • Global Association for Contact Center & Customer Engagement (GACCE)
  • American Marketing Association
  • Credit Union National Association (CUNA)
  • Association of Support Professionals (ASP)
  • Customer Service Institute of America (CSIA)
  • Financial Services Information Sharing and Analysis Center (FS-ISAC)
  • American Medical Informatics Association
  • National Retail Federation (NRF)

Certifications

  • CIAC Certified Member Service Leader
  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Member Service Specialist (CMSS)
  • Association for Project Management (APM)
  • Problem-Solving for Customer Success Certification (PSCSC)
  • Certified ScrumMaster (CSM)
  • SAS Certified Professional: Customer Intelligence 360
  • Award for Customer Excellence - Summit Group - 2018
  • Certified Contact Center Quality Analyst (CCCQA)

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