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Skills

  • Credit card processing
  • Receiving support
  • Event Planning & Coordination
  • Customer Satisfaction Survey Management
  • Key holder experience
  • Staff education and training
  • FAQ database creation and optimization
  • Complaint resolution skill set
  • International sales support
  • Medical terminology knowledge

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Increased the team's revenue by over $5 in sales.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Processed 16 invoices and mailed documentation to clients each the past year.
  • Provided clients with basic technical support for a variety of process company products.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Provided ongoing guest service, which included Workday recommendations.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Microsoft Excel expert with experience in project management services.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Within Miscellaneous, senior Membership Services Representative and outstanding performer in budget management and strategic planning.
  • Membership Services Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Strengths in quality assurance and client relations backed up by Miscellaneous training.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Customer Service Representative with 11 years of retail experience in fast-paced, team-oriented environments.
  • Competent Membership Services Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Customer service specialist with over 7 years of experience resolving account and service issues for Miscellaneous clients.

Accomplishments

  • Worked with the corporate partnerships team to ensure that members received exclusive benefits, increasing cross-promotional engagement by 76%.
  • Executed customer surveys that informed changes to membership offerings, improving overall value according to 18%.
  • Developed and tracked customized retention plans for top-tier members, extending average membership duration by several months.
  • Worked alongside marketing to segment member data for targeted campaigns, resulting in a 62% increase in engagement rates.
  • Collaborated with the events department to launch exclusive member webinars, increasing attendance by 38%.
  • Designed a post-interaction satisfaction survey, which drove an average score of 13 for service quality in 2024.
  • Implemented a customer service quality control audit program, leading to an Excellence Award for service excellence in 2018.
  • Facilitated quarterly training sessions for customer service representatives, increasing adherence to quality guidelines by 44%.
  • Worked closely with the IT team to develop a feature-rich member portal, enhancing user experience and reducing support inquiries by 78%.
  • Resolved product issue through consumer testing.

Affiliations

  • Certified in Sales and Customer Service (CSC) by National Retail Federation
  • Professional Membership Services Association (PMSA)
  • International Customer Management Institute (ICMI)
  • CRM Users Association (ServiceNow Edition)
  • Healthcare Financial Management Association (HFMA)
  • Association of Chamber of Commerce Executives (ACCE)
  • Jaycees
  • American Marketing Association
  • Membership Marketing Professionals Group (Seattle Chapter)
  • International Association of Administrative Professionals

Certifications

  • Time Management Mastery for Customer Service Professionals by process
  • Certified Membership Professional (CMP) by Membership Consulting Group
  • HubSpot Inbound Certified by HubSpot Academy
  • Certified Customer Success Manager (CCSM) by SuccessHACKER
  • CompTIA Security+
  • CompTIA A+ Technician
  • Certified Business Analysis Professional (CBAP)
  • Certified Sales Professional (CSP) by Beacon Labs
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)

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