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Skills

Staff education and training
Customer service training development
Professional telephone demeanor
Route dispatch
Member engagement tracking
Shipping procedures understanding
Data accuracy and integrity management
Money handling abilities
Key holder experience
Bilingual/multilingual communication skills

Work Experiences

Routed incoming calls to the most qualified personnel and departments within the company.
Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
Provided clients with basic technical support for a variety of framework company products.
Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
Assisted and cross-trained other customer service managers.
Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
Followed all customer call guidelines, such as service levels, handling time, and productivity.
Looked into and resolved issues with accounting, service, and delivery.
Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
Processed 9 invoices and mailed documentation to clients each two years.

Summaries

Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 14 years.
Member Services Coordinator proactive with experience in providing support and resolving customer complaints.
Motivated to keep customers happy and contribute to the company's success.
Offering 4 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
Member Services Coordinator who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
Bring extensive high-call volume experience working with standard consumers spanning 16 years.
Within Miscellaneous, senior Member Services Coordinator and outstanding performer in quality assurance and data analysis.
Jira expert with experience in client relations services.
Expert at providing relevant information and options for resolving problems effectively.
Member Services Coordinator is a multi-talented Member Services Coordinator who is consistently rewarded for planning and operational improvements.

Accomplishments

Led a successful member outreach initiative through tailored communication strategies, resulting in a 49% increase in overall engagement.
Developed customer satisfaction surveys that provided high-level insights into member experiences, leading to the resolution of 18 key issues.
Collaborated with cross-functional teams to launch new member portal features, boosting member login frequency rates by 25% after launch.
Reduced inefficiencies in handling member requests by automating frequently asked questions on a self-service portal, cutting response time by 10%.
Expanded corporate membership offerings through partnerships resulting in a 57% increase in corporate members over 5 year.
Compiled and analyzed member data trends, contributing to a 6% reduction in member complaints over a 2020-year period.
Proactively addressed member inquiries, achieving a satisfaction rate of 26% based on post-interaction surveys.
Created and optimized automated email workflows in Microsoft Excel, streamlining member communications and decreasing manual outreach by 40%.
Served as primary point of contact between members and internal departments, resolving 16% of cases within 9 hours of submission.
Monitored and reported on member behavior analytics, providing insights that contributed to personalized service adjustments and improving engagement by 13%.

Affiliations

National Customer Service Association (NCSA)
International Society of Performance Improvement (ISPI)
Association of Chamber of Commerce Executives (ACCE)
Call Center Association (CCA)
Data & Marketing Association (DMA)
Project Management Institute
International Association of Administrative Professionals
International Public Management Association for Human Resources (IPMA-HR)
Customer Experience Professionals Association (CXPA)
Corporate Event Marketing Association (CEMA)

Certifications

Certified Public Accountant
SHRM Senior Certified Professional (SHRM-SCP)
Microsoft Certified: Dynamics 365 for Customer Service
ServSafe
Certified Association Growth Professional (CAGP)
Certified in Nonprofit Growth & Development through Digital Channels
Digital Member Engagement Certification Lakeside Partners
First Aid/CPR Certified
Salesforce
Certified Nonprofit Resource Management QuickBooks

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