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Skills

  • Adaptability and Quick Learning
  • Analytical Thinking and Problem Solving
  • Stock management
  • Customer satisfaction improvement strategies
  • Credit card processing
  • Strategic sales knowledge
  • Account management
  • CRM software expertise (initiative)
  • Professional telephone demeanor
  • Team collaboration and leadership

Work Experiences

  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.
  • Kept up to date on product and service changes.
  • Educated employees on company procedures and services.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Created and maintained a detailed database to develop promotional sales.
  • Averaged 4 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • In the top 8% of employees for successful improved.
  • Taught new employees about the company's operations, policies, and services.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Member Services Team who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Worker with a strong understanding of standard organization and system product issues.
  • Dedicated to exceeding expectations and leading the team to success.
  • Fluent in Portuguese. Personable and professional communicator.
  • Member Services Team is a multi-talented Member Services Team who is consistently rewarded for planning and operational improvements.
  • Committed to providing world-class customer service while remaining professional.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Within Miscellaneous, senior Member Services Team and outstanding performer in process improvement and cross-functional collaboration.
  • SAP expert with 2 years of experience in related roles.

Accomplishments

  • Developed and maintained a structured follow-up process for resolving outstanding member issues, achieving 28% quicker resolution.
  • Assisted in developing a real-time member dashboard, resulting in a more transparent and responsive member service experience.
  • Conducted proactive outreach for membership renewals, securing 3 renewals within the process.
  • Implemented regular training sessions for the team, improving member satisfaction scores by 46% in the following three years.
  • Reviewed and updated all communication templates, ensuring alignment with brand guidelines, resulting in 19% better engagement rates.
  • Initiated a new rewards program, increasing repeat member interactions by 21% within the first two years.
  • Led cross-functional initiatives to align member services with regulatory compliance, achieving zero audit findings in 2017.
  • Worked with the finance department to ensure seamless billing cycles for 16 members, reducing payment-related complaints by 21%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Affiliations

  • Association for Conflict Resolution (ACR)
  • Rotary International
  • Association of Information Technology Professionals
  • National Compliance Association (NCA)
  • Business Professionals of America (BPA)
  • Call Center Management Association (CCMA)
  • International Customer Management Institute (ICMI)
  • Contact Center World
  • National Association of Social Workers
  • Association for Strategic Planning (ASP)

Certifications

  • Certified Quality Process Analyst
  • CompTIA Security+
  • Certified Professional in Accessibility Core Competencies (CPACC)
  • Certified Membership Professional (CMP)
  • Certifications in Conflict Resolution and Mediation Techniques
  • Certified Contact Center Manager (CCCM)
  • Professional in Human Resources (PHR) Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Nonprofit Professional (CNP)
  • Salesforce

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