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Skills

  • Warehousing functions
  • Shipping procedures understanding
  • Account management
  • POS systems expert
  • Medical terminology knowledge
  • Communication and Interpersonal Skills
  • Business development strategies
  • Strategic sales knowledge
  • Sales expertise
  • Training development aptitude

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Assisted and cross-trained other customer service managers.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Provided ongoing guest service, which included Salesforce recommendations.
  • Used a POS system to itemize and total the purchases of 2 customers.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Processed 9 invoices and mailed documentation to clients each the past year.
  • Averaged 5 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Clear understanding of performance reporting and workflow optimization as well as vendor management training.
  • Dedicated to meeting and exceeding process objectives through effective communication and framework abilities.
  • Senior Membership Consultant is a multi-talented Senior Membership Consultant who is consistently rewarded for planning and operational improvements.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate category systems is one of my specialties.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Under duress, personable and professional.
  • Very knowledgeable about Tableau, as well as category competitors and offerings.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.

Accomplishments

  • Introduced AI-powered member engagement tools, thereby enhancing automation and lifting member re-engagement rates by 63%.
  • Enhanced member-facing communication channels, resulting in a 53% improvement in engagement rates for email and SMS campaigns.
  • Improved team efficiency by balancing client management while mentoring junior consultants, leading to a 62% increase in overall team membership bookings.
  • Created market segmentation-based approaches for acquiring memberships, increasing overall lead quality and conversion by 28% %.
  • Crafted and presented performance growth projections to C-level executives, laying the groundwork for expansion into framework.
  • Documented and resolved method which led to initiative.
  • Prepared end-of-quarter reports that highlighted membership growth opportunities, driving data-backed sales strategies and boosting conversion rates by 76%.
  • Moderated workshops that improved client onboarding experiences, raising the average satisfaction score to standard in annual surveys.
  • Coordinated onboarding programs for new members, improving the member satisfaction score by 27% % within the first 9 days of starting the program.
  • Analyzed and categorized member feedback data into actionable insights that improved member engagement by 31%.

Affiliations

  • American Medical Informatics Association
  • Global Leaders in Membership and Subscription Management (GLMSM)
  • Lions Club
  • National Speakers Association (NSA) - Membership Growth Chapter
  • Society of Human Resource Management
  • Delegate of metric for Membership Expansion Leaders
  • Affiliated Member of Sales and Retention Strategies Council
  • American Customer Satisfaction Index (ACSI) Member Insights Chapter
  • Certified Membership Growth Strategist (CMGS) - 2022
  • American Society of Safety Professionals

Certifications

  • Cisco Certified Network Associate (CCNA)
  • SHRM Certified Professional (SHRM-CP)
  • Market Analysis and Forecasting Certification - Meridian
  • Certified Expert in Member Satisfaction & Retention - Brightline
  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician
  • CompTIA Network+
  • Professional Certificate in Salesforce Competency - 2022
  • Google Certified Professional Cloud Architect
  • Sales and Marketing Hub Specialist - Tableau

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