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Skills

  • Cross-team Project Management
  • Medical terminology knowledge
  • Key holder experience
  • Membership cancellation mitigation
  • Strategic sales knowledge
  • Member loyalty tracking through CRM systems
  • Retail materials management
  • Account management
  • Stocking and replenishing
  • Loyalty program development

Work Experiences

  • Educated employees on company procedures and services.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Assisted and cross-trained other customer service managers.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Processed 9 invoices and mailed documentation to clients each 6 months.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Collaborated with vendors to plan more than 16 daily pickups and weekly deliveries.

Summaries

  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Asana expert with 7 years of experience in related roles.
  • Committed to providing world-class customer service while remaining professional.
  • Tableau and initiative techniques have been taught to me.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Membership Services Assistant proactive with experience in providing support and resolving customer complaints.
  • With extensive knowledge of project management and proven multitasking abilities, I am well-versed in project and time management.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.

Accomplishments

  • Trained 13 staff members in member service best practices, resulting in a significant improvement in issue resolution time by one year.
  • Created and distributed digital onboarding materials, reducing onboarding time for new members by 18 months, which enhanced overall engagement.
  • Reduced membership attrition by developing data-driven retention strategies, resulting in an average cost saving of $3 per quarter.
  • Employed social media and digital tools to engage members, achieving a 65% lift in member inquiry submissions and engagement.
  • Resolved product issue through consumer testing.
  • Developed and maintained a member survey program that increased member feedback participation by 48%.
  • Established efficient standard operating procedures for processing membership renewals, reducing processing time by one year.
  • Collaborated with the marketing team to develop a newsletter strategy that resulted in an email open rate of 54%+, significantly improving member communication.
  • Increased member renewal rates by 59% by implementing a member loyalty program with personalized rewards.
  • Implemented end-to-end event registration system for member conferences, resulting in a 12% increase in event attendance year-over-year.

Affiliations

  • National Concierge Association (NCA)
  • Association of Public Membership Services Professionals (APMSP)
  • Jaycees
  • Meeting Professionals International (MPI)
  • International Association of Administrative Professionals
  • American Marketing Association
  • Society of Women Engineers
  • National Association of Membership Executives (NAME)
  • Customer Experience Professionals Association (CXPA)
  • Certified Membership Professional (CMP) Program 2021

Certifications

  • Certified Benefits Specialist (CBS) 2016
  • Digital Marketing Strategies Certification - Google 2021
  • Salesforce
  • Certified Contact Center Manager (CCCM) - Lakeside Partners
  • Certified Membership Solutions Professional - Harbor & Co. Denver
  • Apple Certified Associate (ACA)
  • Certified Digital Marketing Professional (CDMP) – DMI
  • Advanced Member Retention Specialist Certification - Vantage
  • SHRM Certified Professional (SHRM-CP)
  • Project Management Professional (PMP)

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