member service lead resume example with 20+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Personable Customer Service professional offering experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Successful Leader with 30 years of experience addressing customer requests and my assoicates concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.

  • Customer Data Confidentiality
  • Verbal and Written Communication
  • Responding to Difficult Customers
  • Upselling Products and Services
  • Building Customer Trust and Loyalty
  • Order and Refund Processing
  • Courteous with Strong Service Mindset
  • Understanding Customer Needs
  • Multitasking and Prioritization
  • POS Systems and Ordering Platforms
  • Calm and Professional Under Pressure
  • Customer Retention Strategies
  • Creative Problem Solving
  • Upbeat and Positive Personality
  • Issue and Complaint Resolution
  • Excellent Attention to Detail
  • Membership Inquiries and Renewals
  • Proactive Self-Starter
  • Patient and Empathetic
Arroyo High School El Monte, CA Expected in 06/1983 High School Diploma : - GPA :
  • Supervised team of 50 cashiers, membership associates, lot associates, door greeters and self check out associates.
  • Been a Business Office Team lead for 20 years. Did the teaching and training of new associates.
  • Team Lead of the front end, member service desk, lot, door, SCO and gas station associates for 3 years.
  • Have been given associate of the month 4+ times and Team Lead of the Year two times.
Work History
Carmax, Inc. - Member Service Lead
Kenosha, WI, 11/1989 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Followed up with customers regularly via phone and email to obtain payments and schedule services.
  • Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Maintained clean, organized and well-stocked member service area.
  • Input and documented 3+ deposits each day with high accuracy and full compliance with regulatory requirements.
  • Kept administrative records current and accurate to promote efficiency and team effectiveness in all interactions.
Hand & Stone - Lead Business Office Associate
Aurora, CO, 11/1989 - Current
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Reviewed invoices, payment requests, advance requests, expense reimbursements and proper coding, prior to approval.
  • Followed procedures, documentation, instructions and Audit & Business Controls guidelines from both client and company.
  • Responded to inquiries from callers seeking information.
  • Provided clerical support to company employees by copying, faxing and filing documents.
Universal Health Services - Membership Associate
Shreveport, LA, 11/1989 - Current
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Scored in top 1% of employees for successful Associate of the month and Team Lead of the Year.
  • Trained staff on operating procedures and company services.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Achieved 143 new memberships by introducing the upgrade of our membership base and won first place for the upgrade challenge.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Communicated professionally with colleagues, freelancers and clients.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Handled upset members in fast-paced refund desk setting in coordination with solid team of 3 customer service associates.
  • Cross-trained and backed up other customer service managers.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Operated POS system to itemize and complete average of 1000's customer purchases.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Exhibited high energy and professionalism when dealing with all levels of clients and staff.
Sam's Club - Cashier
City, STATE, 11/1989 - Current
  • Helped customers complete purchases, locate items and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.
  • Monitored self-checkout systems and provided assistance or intervention where required.
  • Maintained cash drawer of $1000.00's of dollars or more per shift.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Collected and authorized payments of guests.
  • Checked identification for proof-of-age for alcohol and tobacco sales.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Learned H.R. position and provided backup at key times.
  • Used POS system to enter orders, process payments and issue receipts.
  • Operated cash register to record all transactions accurately and efficiently.
  • Performed cash, card and check transactions to complete customer purchases.
  • Lifted up to 50 pounds at once and used forklift to move heavier loads.

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Resume Overview

School Attended

  • Arroyo High School

Job Titles Held:

  • Member Service Lead
  • Lead Business Office Associate
  • Membership Associate
  • Cashier


  • High School Diploma

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