LiveCareer-Resume

member experience manager resume example with 3+ years of experience

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

Technology-inclined Customer Service Professional with established customer relationship management (CRM) systems and software, conflict resolution, and customer escalation skills. Bringing over 5 years of professional experience in telephone, email, virtual customer service, help desk and technical support services. Excited to work as a Senior Technical Customer Service Specialist and use expertise to support the Executive Customer Relations teams to optimize AWS global impact while leveraging the Amazon Leadership Principles.

Skills
  • Senior Leadership Support
  • Customer Service Process Improvement
  • High-Volume Environments
  • Resource Management
  • Conflict Resolution
  • MS Office (Excel)
  • Security Standards
  • Remote Assistance
  • Training and Development
  • Inter-department collaboration
  • Project Management/Consulting
  • Business administration
  • Staff Development and Training
  • Report Preparation and Analysis
  • Customer Service Management
  • Client Relationships
  • Information Protection
Education
Coursera Mountain View, CA, Expected in 01/2023 Certificate : Google Data Analytics - GPA :
El Camino College Torrance, CA, Expected in 06/2020 Associate of Science : Business Administration And Management - GPA :
Work History
Gold's Gym International, Inc. - Member Experience Manager
Eldersburg, MD, 09/2021 - Current
  • Handled 70+daily tickets, revolving around new customer sign-ups, retrieving customer data, researching product information, and canceling contracts
  • Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve customer issue.
  • Provided the highest level of customer service to high-end clientele that consisted of Entertainers, Domestic and International Political Leaders, High-profile celebrities, and high valued passengers increasing member engagement by 30%
  • Promoted safety, comfort, and welfare of passengers by following Federal Regulations and Company policy plans
  • Resolve member concerns or complaints and kept senior management informed of escalating issues
  • Maximize productivity rates by proactively providing feedback on operational concerns and product issues
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Escalated issues to appropriate departments for billing issues, complaints, and partner contract discrepancies while maintaining a calm tone and attitude.
  • Guaranteed compliance with company policies and procedures by holding hourly agents accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies
State Of Nebraska - Staff Assistant I
Tecumseh, NE, 01/2022 - 01/2023
  • Achieved an average of 110% performace goal each quarter for department and maintained a 97% customer satisfaction survey rating.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Assisted development and implementation of new administrative procedures.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Upheld strict visitor security protocols for office, effectively protecting assets and personnel from unauthorized visitors.
  • Developed and maintained filing systems to facilitate easy access to information.
Airport Terminal Management - Assistant Supervisor/Dispatcher
City, STATE, 09/2018 - 01/2020
  • Supporting Operational Managers with respect to data retrieval, data analysis and correlation of performance statistics
  • Developed, planned, and implemented legally adherent and effective procedures for office operations.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Monitored workflow to improve employee time management and increase productivity.
  • Closely monitored dispatch board to triage and prioritize over 70+ daily calls.
  • Directed dispatching, routing, and tracking of employees
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Lufthansa Airlines - Airport Customer Service Agent
City, STATE, 05/2018 - 01/2020
  • Managed over 100 passenger interactions per day
  • Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
  • Used airline computer system to create airline tickets and boarding passes.
  • Verified identification and travel documents to efficiently board passengers for on-time departure.
  • Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
  • Operated PA system to make announcements regarding flight activity.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.

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Resume Overview

School Attended

  • Coursera
  • El Camino College

Job Titles Held:

  • Member Experience Manager
  • Staff Assistant I
  • Assistant Supervisor/Dispatcher
  • Airport Customer Service Agent

Degrees

  • Certificate
  • Associate of Science

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