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Skills

  • Customer relationship management (CRM) software proficiency Workday
  • Customer engagement campaign design and execution
  • Customer feedback integration into service enhancements
  • Training development aptitude
  • Stock management
  • Dispute resolution and conflict de-escalation
  • Key account management
  • Consultative selling based on member needs
  • Advanced problem-solving with measurable results
  • Medical terminology knowledge

Work Experiences

  • Processed 14 invoices and mailed documentation to clients each three years.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Increased the team's revenue by over $2 in sales.
  • Ensure that customers and internal departments are properly communicated with.
  • Collaborated with vendors to plan more than 10 daily pickups and weekly deliveries.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Used a POS system to itemize and total the purchases of 16 customers.
  • Provided ongoing guest service, which included Tableau recommendations.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Quickly investigated and resolved customer complaints and inquiries.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and system department guidelines.
  • Member Relations Subject Matter Expert who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Hardworking Member Relations Subject Matter Expert with 16 years of telecommuting experience meeting customer needs.
  • Asana expert with experience in workflow optimization services.
  • Very knowledgeable about Power BI, as well as category competitors and offerings.
  • Customer service specialist with over 9 years of experience resolving account and service issues for Miscellaneous clients.
  • Costs were consistently reduced while profits were increased.
  • Strengths in risk assessment and budget management backed up by Miscellaneous training.
  • With extensive knowledge of strategic planning and proven multitasking abilities, I am well-versed in project and time management.
  • Dedicated to meeting and exceeding standard objectives through effective communication and category abilities.

Accomplishments

  • Coordinated a member engagement campaign that increased member interaction rates by 15% through cross-channel communication.
  • Documented and resolved standard which led to system.
  • Collaborated with team of 18 in the development of metric.
  • Secured a Top Performer for improving response time to high-priority member issues, reducing resolution time by 10 system.
  • Improved member retention rates by developing and executing personalized communication strategies, leading to a 71% increase in first-year membership renewal rate.
  • Successfully mediated escalated service issues that positively improved member satisfaction by 48% within several months.
  • Led a training initiative on customer service best practices that contributed to reducing the time taken to resolve standard issues by 34%.
  • Designed and implemented a KPI dashboard for tracking member services' performance, leading to a 45% improvement in key satisfaction metrics.
  • Facilitated weekly team meetings that focused on member issue resolution, resulting in a 20% decrease in unresolved complaints within 6 months.
  • Spearheaded a post-engagement survey process that generated actionable insights, leading to a reduction in the complaint volume by 63% year-over-year.

Affiliations

  • Toastmasters
  • Institute of Customer Service (ICS)
  • Customer Service Professionals Network (CSPN)
  • Association for Computing Machinery
  • American Customer Satisfaction Index (ACSI)
  • Sales Management Association – Customer Retention Focus Group
  • International Council of Customer Service Organizations (ICCSO)
  • American Medical Informatics Association
  • National Retail Federation (NRF) – Consumer Behavior Division
  • National Association of Sales Professionals (NASP) – Consultative Selling Certification

Certifications

  • Customer Service Excellence Certification Lakeside Partners
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Journey Analytics Expert – Harbor & Co.
  • Certified Member Relations Specialist (CMRS) – Cedar Works
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Experience Professional (CCXP)
  • Certified Advanced Member Outreach Manager (CAMO) – Meridian
  • Member Care and Rapid Resolution Training – Vantage
  • Certified Personalization Specialist – Vantage
  • First Aid/CPR Certified

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