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Skills

  • Pricing tool development
  • Workload balancing
  • Cross-functional collaboration
  • Data entry
  • Food preparation
  • Extremely organized
  • CRM software (QuickBooks) proficiency
  • Feedback loop implementation
  • User interface understanding
  • Skilled in Jira

Work Experiences

  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Evaluated procedure and program customer information to understand issues, evaluate solution eligibility, and effectively deploy strategies.
  • Contributed to $17 in annual store sales per 6 months.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Replaced out-of-stock items with new SAPs to satisfy dissatisfied customers.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Worked with shipping companies to coordinate and track materials movement to and from customers.
  • Collaborated with vendors to schedule 8 daily pickups and 2+ weekly deliveries.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Managed client correspondence and records using both manual and automated methods for maximum efficiency and accuracy.

Summaries

  • Customer-focused Sales Representative with 10 years of experience solving problems for clients.
  • Customer retention expert with 11 years of experience designing personalized solutions for members, leading to an increase in premium memberships by 48%.
  • Boosted membership acquisition.
  • Customer service expert who developed a process to prioritize high-value members, driving 16 new premium memberships and growing retention rates.
  • Looking for a challenging new role with a growing team where I can apply my expertise and extensive experience in software engineering.
  • Adept communicator capable of handling sensitive member data with care, ensuring data integrity and improving process efficiency by 63%.
  • Balanced a portfolio of 11 accounts.
  • Top-producing salesperson and industry expert in Miscellaneous.
  • Contributed to improved member service workflows.
  • Adept at balancing competing demands.

Accomplishments

  • Monitored
  • Built and fostered long-term member relationships by successfully managing a portfolio of over 8 members, resulting in repeated business growth of 56% in two years.
  • Consulted
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Guided
  • Initiated
  • Integrated
  • Documented
  • Created and maintained comprehensive member service logs, ensuring confidentiality and adherence to data privacy regulations.
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.

Affiliations

  • Active contributor to the Customer Service Institute of America (CSIA), facilitating quarterly member satisfaction review sessions.
  • Member of the Association for Talent Development (ATD), applying advanced training techniques to lead service excellence workshops for staff.
  • Joined the Financial Services Information Sharing and Analysis Center (FS-ISAC) to enhance coordination on security and fraud prevention within member services.
  • Regularly attend Customer Contact Week conferences, incorporating insights into improving member service solutions and complaint resolution processes.
  • Member of the Financial Services Roundtable, actively involved in discussions on improved service resolution and revenue growth strategies.
  • Member of the International Association of Privacy Professionals (IAPP), focusing on compliant member data management and fraud detection strategies.
  • Joined the Association of Credit Union Professionals (ACUP) to collaborate on improving member service strategies and fraud investigation techniques.
  • Member of the National Association for Fraud Examination (NAFE), contributing to discussions relevant to identifying and preventing financial fraud.
  • Participated in the American Marketing Association (AMA) campaigns, contributing to member referral initiatives that led to a direct revenue increase of $5.
  • Member of the Society of Financial Service Professionals (FSP), utilizing insights to better manage member accounts and drive compliance initiatives.

Certifications

  • Certified Customer Service Professional (CCSP) - Lakeside Partners
  • Certified Credit Union Financial Counselor (CCUFC) - Credit Union National Association (CUNA)
  • Certified Business Relationship Manager (CBRM) - Brightline
  • Certified Customer Retention Specialist (CCRS), Cedar Works
  • Certificate in Retail Banking Membership Services, procedure
  • Credit Union Compliance Expert (CUCE), National Association of Federal Credit Unions (NAFCU)
  • Certified Professional in Customer Advocacy (CPCA) – Vantage
  • Salesforce Certified Administrator - Salesforce
  • Certified Financial Services Security Professional (CFSSP) - Harbor & Co.
  • Customer Service Excellence Diploma, Phoenix

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