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Skills

  • Account management
  • Member retention strategy development
  • Conflict resolution and mediation
  • Customer relationship management (CRM) proficiency
  • Multi-line phone talent
  • Staff education and training
  • Critical Thinking and Problem Solving
  • Stock management
  • Data entry
  • Client onboarding expertise

Work Experiences

  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Was quick to respond to potential customers' questions and requests.
  • Created and maintained a detailed database to develop promotional sales.
  • Taught new employees about the company's operations, policies, and services.
  • Used a POS system to itemize and total the purchases of 18 customers.
  • Provided clients with basic technical support for a variety of category company products.
  • Customer service training processes were implemented and developed by me.
  • Contributed to $3 in annual store sales per the past year.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.

Summaries

  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Tableau expert with 5 years of experience in related roles.
  • Fluent in Japanese. Personable and professional communicator.
  • Jira expert with experience in performance reporting services.
  • Customer Service Representative with 11 years of retail experience in fast-paced, team-oriented environments.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Member Relations Specialist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Achieved success in providing unsurpassed customer service.

Accomplishments

  • Developed and implemented a new communication cadence for member follow-ups, which resulted in a 37% improvement in response rates.
  • Facilitated member focus groups to gather qualitative feedback, which informed key strategic initiatives and improved overall member experience in 2015.
  • Utilized insights from CRM analytics to anticipate member needs and present tailored solutions, contributing to a 19% reduction in churn.
  • Built and maintained long-term member relationships through regular check-ins, contributing to a 83% higher member satisfaction rate.
  • Resolved product issue through consumer testing.
  • Took charge of a major system transition and trained members on the updated platform, ensuring retention rates stayed above 22%.
  • Led the design and implementation of VIP member perks, increasing member loyalty by 37%.
  • Formalized a member feedback loop process that minimized negative reviews by 75% and led to continuous service improvements.
  • Served as point of contact for high-priority member issues, resolving 13 of escalations in under the past year.
  • Orchestrated large-scale annual member appreciation events in Phoenix, contributing to a 65% rise in positive member feedback.

Affiliations

  • Council for Membership Innovation (CMI)
  • Customer Relationship Management Institute (CRMI)
  • National Association of Social Workers
  • American Association of Member Relations Professionals (AAMRP)
  • Toastmasters
  • National Association of Membership Directors (NAMD)
  • American Marketing Association (AMA)
  • Participation in Customer Retention and Loyalty Programs Conferences
  • Membership Engagement & Retention Professionals Network
  • Certified Customer Experience Professional certification (CCXP) from the CXPA

Certifications

  • Salesforce
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician
  • Certified Professional in Training Management (CPTM) - Ironclad Systems
  • First Aid/CPR Certified
  • Certified Sales Professional (CSP) by the Manufacturers' Representatives Educational Research Foundation
  • Certified Negotiation Specialist (CNS) Meridian
  • Data Analytics for Member & Customer Services Certification - Vantage
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Marketing Professional (CMP) 2015 by Vantage

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