LiveCareer-Resume

account manager member service specialist resume example with 6+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Dedicated customer service professional with relationship management and communication skills, who ensures exceptional service and account management, seeking a role in onboarding, customer success, and client relationships.

Skills
  • Customer service
  • Marketing
  • Retention
  • Training and onboarding
  • Salesforce
  • Collaboration
  • Presentations/Public speaking
  • Sales
  • Hospitality
  • Adobe Cloud Suite, Indesign, Photoshop, Dreamweaver
Education and Training
University Of Missouri - Columbia Columbia, MO Expected in 08/2015 Bachelor of Science : Hospitality Management - GPA :
  • Completed professional development in Lodging and Events
  • Minor in Business
Experience
Hilton Worldwide - Account Manager/Member Service Specialist
Milpitas, CA, 02/2019 - Current
  • Responsible for a portfolio of Luxury Portfolio members as primary account manager, ensuring all remain up to speed on program updates, events and promotion opportunities
  • Onboard new members and drive adoption of the Luxury Portfolio Program via educational webinars, event presentations, and occasional public speaking.
  • Assist with sales of the program, collaborating with the recruiting team to determine market levels by reviewing potential members’ websites for number of luxury listings, market research and research on average home price and currency conversion rates.
  • Created marketing/advertising campaigns with use of Adobe Creative Cloud, specifically Indesign, Photoshop, and Dreamweaver.
  • Successfully created, hosted, and promoted a training program for current account to increase engagement in bi-monthly all network training webinars.
  • Serve as a program point of contact on policies and procedures, coverage areas and costs for accounts.
  • Manage monthly billing for all members and annual account review including: issuing letters of renewal with annual cost, determining changes in tier level and price thresholds based on member knowledge and market-level data, and ensuring that dues are paid in full and on time
  • Generate and maintain relevant Salesforce data & reports as needed
  • Successfully ran the LeadingRE Featured Property Program including management of onboarding process, addressing program inquiries and coordination of program renewals
LA Fitness - Member Services Manager/Operations Manager
City, STATE, 10/2016 - 02/2019
Claire
  • Oversee daily operations of a fitness center servicing over 1,000 members daily, ensuring members receive exceptional customer service from a welcoming, friendly staff in a clean and well-maintained facility.
  • Operate as an extension of the corporate office customer services by addressing all membership concerns and inquiries from the global membership base.
  • Negotiate resolutions for escalated issues that are beneficial for both the member and company.
  • De-escalate and resolve member issues and complaints to retain membership base and avoid loss of revenue.
  • Served as a trainer and mentor for new Operations Managers for the Chicagoland area.
  • Coordinate with vendors and property managers to accomplish facility maintenance and upgrades, manage janitorial supply budget, and conduct weekly quality assurance reviews.
  • Hire, manage, supervise and maintain schedules for over 20 employees within childcare, fitness, and janitorial staff. Facilitate new hire training and on-boarding and approve employee terminations.
  • Take cash or credit card payment, clearing up past due accounts, and retaining EFT of membership dues.
  • Train and motivating staff to make outbound calls to increase existing revenue.
Carnival Cruise Line - Guest Services Supervisor
City, STATE, 08/2015 - 03/2016
  • Developed and implemented training plans for new and experienced employees.
  • Handle all guests Sail & Sign accounts, questions, applying credit cards and arranging cash accounts.
  • Provide statements to guests following all established policies and procedures.
  • Responsible for answering the emergency telephone line.
  • Taking ownership of all guests requests/complaints received.
  • Following-up with all guest’s complaints until the matter is settled to the guest’s satisfaction.
  • Makes announcements over the PA as requested.
  • Provide quality service for a large passenger ship that can include from 2,000 to 4,000 guests.
  • Provide guest with accurate information on all shore excursions provided by company.
Features Bar & Grill - Front of House Waitress and Bartender
City, STATE, 06/2014 - 02/2020
  • Delivered high level of quality service to each patron, resulting in consistent, positive feedback from guests.
  • Communicating and engaging in conversations with guests at the bar.
  • Mixing and serving alcoholic beverages to customers.
  • Upheld operating procedures and safety standards to maximize guest satisfaction.
  • Coached and developed team members to support employee growth and development.
Activities and Honors

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Resume Overview

School Attended

  • University Of Missouri - Columbia

Job Titles Held:

  • Account Manager/Member Service Specialist
  • Member Services Manager/Operations Manager
  • Guest Services Supervisor
  • Front of House Waitress and Bartender

Degrees

  • Bachelor of Science

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