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Skills

  • Complaint resolution and escalation management
  • Customer satisfaction monitoring and reporting
  • Organization
  • Data-driven decision making
  • Customer service excellence
  • Budgeting
  • Problem resolution
  • Data analysis of member trends
  • Communications
  • Supervision

Work Experiences

  • Conducted supplier risk management assessments in order to evaluate the standard program for senior management's planning purposes.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across system calendars and programs.
  • Achieved a 28% improvement in member interaction quality scores.
  • Collaborated with department heads.
  • Collaborated with the marketing department.
  • Saved $5 per one year by negotiating rates and delivery times with vendors.
  • Collaborated with membership team.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Collaborated with IT on upgrading CRM systems.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.

Summaries

  • Forward-thinking manager with 15 years of manufacturing project management experience.
  • Strong ability to adapt to new situations and environments.
  • Member Service Assistant Manager with 8 years of successful project management and process improvement experience.
  • Dedicated to providing high-quality services and products.
  • Achieved service department awards such as Excellence Award.
  • Commended for cutting operating costs by 2% and supervising 16 employees, including sourcing, interviewing, and hiring.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Achieved over 64% positive feedback scores.
  • Direct Member Service Assistant Manager with 9 years of industry experience in Miscellaneous.

Accomplishments

  • Assessed and enhanced member communication channels, driving a response rate improvement by 49% and more efficient resolution.
  • Designed and implemented new member engagement strategies that boosted long-term membership retention by 56%.
  • Established workflow automation for member inquiries, reducing manual processes by 57% and improving response times.
  • Instituted a knowledge-sharing platform for the service team, leading to quicker resolution times and fewer repeat issues.
  • Facilitated the launch of a new member benefits initiative, resulting in an 6 increase in early renewals.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Built a high-performance team culture, helping to win Innovation Award for 2022’s highest-rated member service department.
  • Collaborated with team of 12 in the development of procedure.
  • Implemented technology upgrades in CRM tools, which improved data accuracy and sped up response rates by 75%.
  • Designed and executed an annual member satisfaction survey, showing improvement of 29% in overall satisfaction year-over-year.

Affiliations

  • Association of Professional Customer Engagement (PACE)
  • Customer Service Institute of America (CSIA)
  • Society of Human Resource Management
  • Certified Membership QM Specialist Training
  • National Retail Federation (NRF)
  • American Marketing Association (AMA)
  • Professional Association for Customer Engagement (PACE)
  • Association for Supply Chain Management (APICS)
  • American Marketing Association
  • International Association of Administrative Professionals

Certifications

  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced JIRA for Customer Service Teams - Microsoft Excel
  • SHRM Senior Certified Professional (SHRM-SCP) - Society for Human Resource Management
  • Professional in Human Resources (PHR) - method
  • Agile Certified Practitioner (PMI-ACP) – Project Management Institute
  • Certified Professional in Learning and Performance (CPLP) - method
  • CompTIA Network+
  • First Aid/CPR Certified
  • Apple Certified Associate (ACA)

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