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Ecom Member Service Supervisor Resume Example

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ECOM MEMBER SERVICE SUPERVISOR
Summary

Enthusiastic, talented Member Service Supervisor with 3 years' experience in different platforms of customer service. Adept at building customer loyalty with knowledgeable, authoritative service. Effective team leader and problem solver. Friendly and outgoing with expertise in enrollment, benefits interpretation, and claims processing. Motivated, and focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates effective judgment in balancing customer, employee and company objectives.

Skills

Customer Service:

  • Customer profile updates
  • Benefits interpretation
  • Application procedures
  • Claims processing
  • Due diligence
  • Training and development
  • Customer service representation
  • Customer support services
  • Complaints management
  • Client services quality
  • Member relations
  • Special requests
  • Outbound calls
  • Training
  • Standard operating procedures understanding
  • Friendly, positive attitude

Trade Tech:

  • Hand tool operations
  • Safety behaviors expertise
  • Equipment maintenance
  • Materials handling
  • Maintenance & Repair
  • Basic math
  • Conflict resolution
  • Reliable and trustworthy
  • Data management
  • Coordination
  • Team building
  • Safety
  • Framing
  • Interior Finishing Basic Electrical Installations
  • Carpentry
  • Blueprint Reading
  • Electrical Wiring
Experience
10/2020 - CurrentEcom Member Service SupervisorCompany Name | City, State
  • Supervised team of representatives servicing Costco members, partnered vendors, partnered manufacturers, Costco Warehouse Representatives.
  • Added and corrected system information on customer and plan details, payments or other relevant information.
  • Mentored and motivated employees in regards to service quality, knowledge and performance.
  • Completed investigations of problems and discrepancies to resolve issues quickly and efficiently.
  • Prepared monthly reports covering areas such as payment and demographics.
  • Assisted customers with understanding benefits by providing comprehensive, knowledgeable and pleasant explanations.
  • Organized documentation and filed completed member applications.
  • Responded to member questions regarding enrollment, claims, benefits, referrals and pre-authorizations.
  • Managed floor operations in busy center handling multiple daily inquiries.
  • Maintained high levels of professionalism as well as product knowledge across providers of Sitel and Costco Wholesale.
  • Managed continuous delivery of top quality membership support.
  • Answered inbound calls from wide range of members, welcoming callers in polite, friendly and professional manner.
  • Worked with vendors to establish strong relationships and maintain proper inventory supplies.
  • Enforced staff performance and service standards to deliver consistent and positive customer experiences.
  • Sought out and implemented methods to improve service and team performance to boost business sustainability.
  • Applied evaluation techniques and personal knowledge to assess abilities to assign agents to correct positions on team.
  • Designed and led the basic structure of call flow program to achieve a set goal of metrics and quality of calls daily, monthly, and annually.
  • Checked equipment and monitored common areas to maintain neatness, organization and proper upkeep while remaining vigilant on safety.
  • Mentored and encouraged youth to develop strong work ethic by being positive role model and practicing skills regularly.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Complied with company policies, objectives and communication goals.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Transformed work area by increasing production, reducing turnover, eliminating waste and enhancing quality.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Provided ongoing training to address staff needs.
  • Conducted evaluations and reviews for a team of 10-20 employees.
  • Coached and mentored 10-20 staff members through constructive feedback to develop long-term career goals.
  • Performed scheduled and surprise inspections of worksites to gauge technician skill and performance in field.
  • Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
  • Delegated work assignments and prioritized tasks.
  • Established quarterly and annual goals as well as operational tactics to achieve targets.
  • Coordinated and encouraged professional development among direct reports.
  • Generated reports to assess performance and make adjustments.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Improved productivity initiatives, coordinating itinerary and scheduling appointments.
  • Assessed, optimized and elevated operations to target current and expected demands.
07/2020 - 09/2020CookCompany Name | City, State
  • Communicated with kitchen employees, answered questions and offered insight into food preparations.
  • Made sure the kitchen, cooking utensils and storeroom were kept clean at all times.
  • Sanitized all counters and utensils used for the preparation of raw meat, poultry, fish and eggs.
  • Followed the "first in, first out" rule with every food and beverage item, tossing outdated and expired food products.
  • Checked freezer and refrigerator each day to verify proper functioning.
  • Created exciting dishes at competitive prices to attract clientele and increase revenue.
  • Washed utensils, plates and chopping boards between tasks to avoid cross-contamination.
  • Trained kitchen workers on culinary techniques to increase productivity and boost workflow.
10/2018 - 07/2019Crew MemberCompany Name | City, State
  • Drove team success by completing assigned task quickly and accurately.
  • Upheld high standards of productivity and quality in all areas of operations.
  • Observed safety precautions and practices when using heavy machinery and equipment.
  • Identified unacceptable work or materials and independently corrected problems to keep operations on-target.
  • Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
  • Accepted transaction payments, making change for cash payments and processing credit cards, debit cards and gift cards.
  • Complied with company service standards, including inventory and cash control procedures.
  • Carried pans, kettles and trays of food to and from work stations, stove and refrigerator in accordance with safety standards.
  • Performed prep work such as washing, peeling, cutting and seeding fruits and vegetables.
  • Resolved customer concerns and relayed relevant information to supervisor.
  • Built brand loyalty and accomplished customer satisfaction by working well with other food service team members.
  • Reviewed contents on food trays to check receiving complete order.
  • Maximized customer satisfaction by quickly addressing and resolving complaints with food or service.
  • Washed, peeled, cut and measured recipe ingredients.
  • Verified orders and bagged items for easy transport.
  • Entered requested menu items into POS terminal, modifying with substitutions and add-ons to customize orders.
  • Organized food items on serving trays and in carry-out packages.
  • Served drinks and prepared specialty beverages.
  • Kept customer and food preparation areas clean and well-organized for maximum efficiency.
  • Completed opening, closing and shift change tasks to promote store efficiency.
Education and Training
05/2019High School Diploma
Crestline Exempted Village Schools | City
05/20192nd Year Trade School Graduate: Home Remodeling
Pioneer Career And Technology Center | City, State
Activities & Achievements
  • AFJROTC - Air Force Junior Reserve Officer Training Corps 2015-2016
  • Fort Walton Beach Choir 2015-2016
  • Girls Varsity Basketball 2016 - 2017
  • Gals and Gears Non-Traditional Career Events 2017-2018
  • Skills USA 2017-2019
  • Student Council 2018-2019
  • Library Committee 2018-2019
  • Track and Field 2018-2019
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Resume Overview

School Attended

  • Crestline Exempted Village Schools
  • Pioneer Career And Technology Center

Job Titles Held:

  • Ecom Member Service Supervisor
  • Cook
  • Crew Member

Degrees

  • 05/2019 High School Diploma
    05/2019 2nd Year Trade School Graduate : Home Remodeling

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