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Skills

  • Process improvement
  • Creative merchandising
  • Organization
  • Staff management
  • Relationship development
  • Budgeting
  • Customer Outreach and Communication
  • Communications
  • Problem resolution
  • Data collection and analysis

Work Experiences

  • Reduced customer service complaints by 14% by devising new methods of resolution.
  • Audited and reconciled membership dues.
  • Manufacturing service agreements and quality standards were negotiated by me.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 15%.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Consistently trained 4 employees through improved and implemented to reduce loss and increase sales.
  • Developed strong relationships with clients by following up on previous purchases and suggesting new products.
  • Welcomed new members and established and updated memberships in Northwind initiative programs.
  • Achieved a 63% improvement in first-call resolution.
  • Used Asana to create process and category reports to track quality assurance.

Summaries

  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.
  • Member Service Assistant Manager who is proactive and meticulous, with over 10 years of experience in the method industry.
  • Clear understanding of quality assurance and data analysis as well as quality assurance training.
  • Achieved a 17% increase over 6 months.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Achieved cost savings of $11.
  • Member Service Assistant Manager with 8 years of successful project management and process improvement experience.
  • Achieved a 15% improvement in team performance.
  • Achieved 29% faster query response times.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Implemented an enhanced member referral program, contributing to a 17% increase in membership growth over 18 months.
  • Analyzed member feedback and complaints, leading to a revision in service protocols that increased satisfaction by 19%.
  • Managed the member retention program, resulting in a 73% increase in renewals over a one year period.
  • Designed and executed an annual member satisfaction survey, showing improvement of 29% in overall satisfaction year-over-year.
  • Supervised a membership outreach initiative that increased referrals and contributed to 53% overall membership growth.
  • Facilitated the launch of a new member benefits initiative, resulting in an 6 increase in early renewals.
  • Monitored membership trends and initiated annual marketing campaigns, increasing new member sign-ups by 78%.
  • Presented monthly performance updates to senior management, using detailed reports to highlight a 59% decrease in issue escalations.
  • Optimized team scheduling and resource allocation, improving service coverage and reducing overtime costs by 9.
  • Standardized cross-department communication procedures, leading to improved collaboration and faster problem resolution.

Affiliations

  • Society of Women Engineers
  • American Marketing Association (AMA)
  • Salesforce Trailblazer Community - Raleigh Chapter
  • Institute of Customer Service (ICS)
  • International Council of Nurses
  • Association for Supply Chain Management (APICS)
  • Human Capital Institute (HCI)
  • Customer Service Institute of America (CSIA)
  • Jaycees
  • Association of Professional Customer Engagement (PACE)

Certifications

  • Six Sigma Green Belt Certification - Lakeside Partners
  • CompTIA Security+
  • Six Sigma Black Belt Certification – Ironclad Systems
  • Data Analytics for Customer Service Leaders Certification - ServiceNow
  • Professional in Human Resources (PHR) - method
  • Customer Experience Management (CEM) Certification – Vantage
  • SHRM Senior Certified Professional (SHRM-SCP) - Society for Human Resource Management
  • Certified User Experience Analyst (CXA) - process
  • CompTIA A+ Technician
  • SHRM Certified Professional (SHRM-CP)

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