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Skills

  • Conflict resolution and de-escalation
  • Order fulfillment
  • Cross-functional collaboration
  • CRM
  • Key holder experience
  • Retail materials management
  • Professional telephone demeanor
  • Case resolution strategies
  • Retail store support
  • Receiving support

Work Experiences

  • Kept the standard and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • In the top 5% of employees for successful spearheaded.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Created and maintained a detailed database to develop promotional sales.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Processed 7 invoices and mailed documentation to clients each several months.
  • Averaged 18 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Welcomed, greeted, and assisted customers, generating $5 in two years revenue in a high-traffic store.

Summaries

  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Strengths in strategic planning and budget management backed up by Healthcare training.
  • Worker with a strong understanding of process organization and category product issues.
  • Hardworking Advocate Member Service Representative with 9 years of telecommuting experience meeting customer needs.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Achieved success in providing unsurpassed customer service.
  • Advocate Member Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Competent Advocate Member Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Contributed to a system migration project that streamlined service communications and improved Salesforce performance, resulting in 51% better response rates.
  • Proactively identified areas for service improvement, reducing member call volume by 52% while maintaining a high member satisfaction rating.
  • Collaborated with cross-functional teams using Salesforce to streamline communication between departments, resulting in a 50% increase in process efficiency.
  • Documented and resolved process which led to procedure.
  • Participated in the induction and training of new member service team members, cutting training time by 73% through an optimized onboarding process.
  • Assisted in the roll-out of a new CRM system, training 14 staff members and ensuring seamless transition in daily operations.
  • Developed and implemented custom-call scripts for support teams, increasing first-contact resolution by 41%, reducing overall issue escalation.
  • Enhanced satisfaction metrics across the board through detailed customer journey mapping, which led to a 85% boost in member referrals.
  • Collaborated with stakeholders within the organization to escalate high-priority issues, resolving critical concerns within the past year, improving member trust and retention.
  • Consistently hit or exceeded service goals, including achieving a 27% service-level improvement within the past year by enhancing customer journey mapping.

Affiliations

  • Society of Human Resource Management
  • National Association of Social Workers
  • American Medical Informatics Association
  • Participant in the Healthcare Service Executives Council (Columbus)
  • Association for Support Professionals (Six Sigma Received)
  • Member of the Quality Service Association (16% Satisfaction Rating)
  • Active member in Service Innovation Professionals (3 Projects Led)
  • Association for Computing Machinery
  • Participant in the Service Leadership & Strategy Association
  • American Society of Safety Professionals

Certifications

  • Conflict and De-escalation Training Certification by Harbor & Co.
  • Certified Customer Service Professional (CCSP) by Brightline
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Service Manager (CSM) by HDI
  • Certified Member Retention Specialist (CMRS) by Harbor & Co.
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Disciplined Agile Scrum Master (DASM) by Project Management Institute
  • Certified Contact Center Supervisor (CCCS) by Summit Group
  • CompTIA Security+
  • Certified Public Accountant

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