member experience generalist resume example with 15+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal leadership skills. Adept at working effectively unsupervised and quickly mastering new skills. Innovative, organized and flexible to accommodate company needs.

  • 7 + years of leadership/management experience
  • 20 + years of customer services, coordinator and sales experience
  • Computer Proficiency, Microsoft Office and Google Apps
  • Business Development
  • Patient and Empathetic
  • Work Prioritization
  • Multitasking and Prioritization
  • Teamwork and Collaboration/Team-Oriented and Cooperative
  • Merchandise Orders and Exchanges
  • Document and Records Management
  • Call Volume and Quality Metrics
  • Account and Billings Management
  • Efficient and Detail-Oriented
  • Customer Retention Strategies
  • De-escalation Techniques with Strong Analytical and Problem Solving techniques
  • Data Entry and Maintenance
  • Promoting Brand and Company Identity
  • Scheduling
  • Coordinating Projects
09/2015 to Current Member Experience Generalist AAA Northern California, Nevada & Utah | City, STATE,
  • Leadership roles and operational duties
  • Provides helpful, empathetic, reliable and timely assistance to both Team Members and Members
  • Coordinates work flow and resources in a well-planned organized manner
  • Supports Manager and Team Lead in providing consistent communication and messaging
  • Supports Team Engagement, and Community Impact participation
  • Pulls and distributes sales reports for tracking and performance measurement
  • Assumes office administrative and operational duties in absence of Manager or Team Lead
  • Provides feedback to Team Lead and/or Manager to assist in overall process improvement that supports strategy
  • Develop and support Team Members on day-to-day operations
  • Analyze team metrics to ensure goals are being met on a daily, weekly and monthly basis
  • Update and maintain operational documentation
  • Address operational concerns by creating and maintaining processes and procedures for Team Members across the broader organization
  • Make recommendations for new systems
  • Implement new systems and processes to improve operational key performance indicators
  • Identify areas of operation that may need automation and coordinate implementation of possible solutions
  • Assist with attendance management, time cards, and time off requests.
12/2006 to 07/2013 Lead Therapy Services Coordinator California Pacific Medical Center, Hospital | City, STATE,
  • Managed a team of Therapy Services Coordinator and work with a group of therapist to help organize our physical therapy department and to create excellent patient care
  • Attend Leadership meetings to help enhance and ease work flows
  • Front desk receptionist duties and greeting patients
  • Registration, verify insurance eligibility and contact physician’s offices for updated and correct referrals
  • Arriving patients for appointments and handle out necessary paper work, respond to heavy phone contacts from patients and physicians
  • Answer heavy phone calls for scheduling physical therapy appointments
  • Assist with administrative duties such as research and correct insurance errors, faxing, printing, x-ray request, data entry and filing and of course excellent customer service
  • Provided timely feedback to management on service failures and customer concerns.
  • Monitored email and phone communication to provide prompt responses and solutions.
  • Coordinated and led technical scope development sessions to validate business and requirements.
  • Delegated work to staff, setting priorities and goals.
05/2005 to 11/2006 Image Service Representative Palo Alto Medical Foundation | City, STATE,
  • Schedule and check daily appointments for the radiology department using the EPIC and MYSIS program
  • Respond to heavy phone contacts from patients and physicians
  • Checking and placing radiology orders from physicians
  • Assist with administrative duties such as faxing, printing, x-ray request, typing and filing and of course excellent customer service
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
Education and Training
Expected in 06/1997 to to High School Diploma | CK McClatchy High School, Sacramento, GPA:
Expected in to to Property & Casualty Sales License | Home And Auto Insurance Department of Insurance, Sacramento, GPA:
Expected in to to Notary Public Certificate | Notary National Notary Association, Sacramento, CA, GPA:
  • Promoted from Member Experience Associate to Member Service Generalist in 3yrs base on sales performance, knowledge and skills exceeding branch requirements and strong leadership skills.

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Resume Overview

School Attended

  • CK McClatchy High School
  • Department of Insurance
  • National Notary Association

Job Titles Held:

  • Member Experience Generalist
  • Lead Therapy Services Coordinator
  • Image Service Representative


  • High School Diploma
  • Property & Casualty Sales License
  • Notary Public Certificate

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