Helpful Member Support Agent polished in diffusing volatile customer situations, generating additional revenue and building productive relationships with both staff and customers. Offering 3-year background maintaining customer satisfaction and contributing to company success goals. Empathetic and accommodating professional with 50 wpm typing speed and proficiency in Microsoft Office Suites, Zendesk, and Google Suites.
Skills
Account management
Membership renewals
Database maintenance
Customer support
Data evaluation
Report generation
High-energy attitude
Call Center Operations
Microsoft Office expertise
Customer relations
PCI regulations knowledge
Active listening
Inbound and Outbound Calling
Technologically savvy
Business development understanding
Experience
Member Service Representative, 05/2020 to Current Spokane Teachers Credit Union (Stcu) – Cheney, WA,
Helped members resolve account problems and navigate internal systems to handle routine needs.
Assessed customer account information to determine current issues and determine potential solutions.
Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
Managed administrative requirements to keep records up to date and complete timely forms for customer needs.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Offered exceptional customer service to differentiate and prClairete company brand.
Consulted with customers regarding needs and addressed concerns.
Collated customer names, contact and payment information to streamline future interactions.
Processed customer account changes using proprietary software.
Cross-trained in different internal databases and service positions to help team members meet coverage demands.
Kept detailed records of customer accounts, including actions taken, issues resolved and other account information.
Provided customer service and issue resolution to increase QA satisfaction levels.
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