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Skills

  • Professional telephone demeanor
  • Account retention strategy development
  • Credit card processing
  • Client-facing communication
  • Account setup and technical onboarding
  • Client escalations and conflict resolution
  • Key stakeholder relationship building
  • Stocking and replenishing
  • Data entry
  • Customer satisfaction analytics

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Kept the procedure and standard areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Created and maintained a detailed database to develop promotional sales.
  • Provided ongoing guest service, which included Asana recommendations.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Taught new employees about the company's operations, policies, and services.

Summaries

  • Power BI expert with 8 years of experience in related roles.
  • Clear understanding of workflow optimization and vendor management as well as project management training.
  • Hardworking Member Account Representative with 11 years of telecommuting experience meeting customer needs.
  • Member Account Representative with 2 years of experience in dealing with customer requests and concerns.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Dedicated to exceeding expectations and leading the team to success.
  • Offering 8 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Tableau expert with experience in budget management services.
  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Reduced member complaints by 35% by initiating a proactive customer issue identification program.
  • Utilized advanced CRM Asana to efficiently manage and track over 12 member interactions, raising retention rates by 51%.
  • Generated 51% increase in cross-promotional product participation by advising members on relevant membership benefits.
  • Leveraged bilingual communication skills to assist diverse member interactions, improving support access by 60%.
  • Exceeded quarterly performance targets by resolving 12% member inquiries within several months, decreasing resolution time by 35%.
  • Managed a portfolio of procedure accounts, generating 32% year-over-year growth in membership sales.
  • Documented and resolved procedure which led to process.
  • Collaborated with the IT department to address member portal issues, reducing downtime by 78% and improving user experience.
  • Trained 6 newly hired representatives on account management best practices, resulting in a 45% improvement in workflow efficiency.
  • Utilized Microsoft Excel to enhance data management systems, improving account management efficiency by 67%.

Affiliations

  • Lions Club
  • Customer Service Professionals Network (CSPN)
  • International Association of Administrative Professionals
  • Association of Account Professionals
  • Contact Center World - Account Support Specialists
  • National Association of Social Workers
  • Credit Union National Association (CUNA)
  • American Society of Association Executives (ASAE)
  • National Association of Credit Management (NACM)
  • International Association of Business Communicators (IABC)

Certifications

  • Microsoft Excel Certification for Business Professionals
  • Six Sigma Green Belt - Summit Group
  • Certified Credit Union Financial Counselor (CCUFC)
  • Certified Banking & Finance Professional Ironclad Systems
  • Certified Public Accountant
  • Certified Financial Services Professional (CFSP)
  • CompTIA Network+
  • Salesforce
  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)

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