member service representative resume example with 9+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Knowledgeable, dedicated and focused customer service professional with extensive experience. 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. Goal-oriented worker.

  • Type 32 wpm
  • MS Office proficiency
  • Knowledge of credit reporting and systems
  • POS systems expert
  • Professional phone demeanor
  • Highly efficient and motivated
02/2020 to Current
Member Service Representative Mass Bay Credit Union Boston, MA,
  • Processed all incoming and outgoing wire transfers.
  • Extensive knowledge in all deposit account types; checking, savings, IRA, CD, and money markets.
  • Worked very closely with Wealth Management to better assist member's with investment needs.
  • Assisted in maintaining accurate records by verifying and updating member account information.
  • Cross-sold services and products to consistently increase team revenue.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Delivered expert technical support to numerous customers per shift, resolving all issues.
  • Adapted to new COVID-19 restrictions and guidelines by modifying procedures to work from home successfully and efficiently.
06/2017 to 12/2019
Account Relationship Manager Palo Alto Networks Inc. Rockville, MD,
  • Provide exceptional five star client care in a call center environment
  • Act as account manager for clients holding $20,000.00 or more with the bank
  • Assist with all credit card inquires including billing, card maintenance, filing fraud claims, filing billing disputes, etc
  • Ability to adapt to an ever changing line of business
  • Handle a multi-line phone system while handling back to back calls
  • Operating a double monitor computer
  • Constant multi-tasking
  • Delivered excellent customer service, resulting in consistent 93% customer satisfaction rating
  • Received monthly survey qualifying payout incentive bonuses
  • Within the first 9 months of being hired, I was selected to be cross trained with another line of business skill (credit card up skilled to credit card fraud)
  • Trained to submit credit card billing dispute claims as well as handle all fraud claims and fraud research
  • Successfully completed certified coaching and management training
  • Took multiple manager/supervisor escalated calls while coaching the new hire class of associates
  • Enhanced productivity levels by anticipating needs and delivering outstanding support
  • Effective liaison between customers and internal departments
  • Answered average of 100 calls and emails per day, addressing customer inquiries and solving problems
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Achieved high quality marks on quality assurance evaluations
11/2011 to 06/2017
Front End Associate Carlie C's Iga Goldsboro, NC,
  • Replaced merchandise stock throughout check-out lines and end-cap displays
  • Welcomed and engaged customers, offering assistance with locating or retrieving merchandise
  • Performed carry-out and order preparation for pick-up services by packaging, transporting, and loading customer purchases
  • Facilitated cash, check and credit transactions on cash register with 100% accuracy
  • Cleaned and maintained clutter-free front-end and register area
  • Processed POS transactions, including checks, cash and credit purchases or refunds
  • Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
  • Monitored self-checkout systems and provided assistance or intervention where required
  • Counted cash in register drawer at beginning and end of shift
  • Handled Western Union money order requests as Customer Service Desk
  • Trained all newly hired front end associates
03/2012 to 08/2013
Receptionist/Salon Assistant Endz Hair Salon City, STATE,
  • Answer phones on multi line system and provide outstanding customer service
  • Handle all product orders and invoices while dealing directly with distributors
  • Organize all inventory and client profile cards
  • Maintain cleanliness throughout entire salon including waiting area and back room
  • Assist other stylists as needed
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
  • Supported reception efficiency by taking phone calls, inputting appointments and collecting payments
  • Kept work areas, tools and equipment clean and properly sanitized to minimize risk and cross-contamination
  • Set appointments for approximately 15 clients per day
Education and Training
Expected in
Cosmetology License: Hair/Skin/Nails
Empire Beauty School - Warwick RI,

Completed 1500 hours of coursework to be licensed to perform all cosmetology services; i.e. nails, skin, and hair

Expected in
Rhode Island College - Providence, RI

Completed 2 semesters in general studies., GPA: 3.7

Expected in
High School Diploma:
Toll Gate High School - Warwick, RI

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Resume Overview

School Attended

  • Empire Beauty School
  • Rhode Island College
  • Toll Gate High School

Job Titles Held:

  • Member Service Representative
  • Account Relationship Manager
  • Front End Associate
  • Receptionist/Salon Assistant


  • Cosmetology License
  • Some College (No Degree)
  • High School Diploma

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