member service representative resume example with 20+ years of experience

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

Personable Member Service Representative offering 3 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

  • Responding to Difficult Customers
  • Upselling Products and Services
  • Calm and Professional Under Pressure
  • Professional and Courteous
  • Highly Efficient and Productive
  • Data Entry
  • Microsoft Office
Work History
05/2019 to Current
Member Service Representative Astera Credit Union Lansing, MI,
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
03/2018 to Current
Customer Service Representative Ceco Environmental Corp. Columbia, TN,
  • Recommended products to customers, thoroughly explaining details.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Answered constant flow of customer calls with minimal wait times.
03/2007 to 03/2019
Administrative Assistantq Self Employed/Contractor City, STATE,
  • Composed and proofread memos, letters and reports to verify error-free communication.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Transcribed and organized information to assist in preparing speeches and presentations.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
07/2000 to 03/2007
Billing Specialist/Secretary Healthcare Solutions Inc City, STATE,
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Generated and submitted invoices based upon established accounts receivable schedules and terms.
  • Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
  • Responded to customer concerns and questions on daily basis.
  • Monitored outstanding invoices and performed collections duties.
  • Executed billing tasks and recorded information in company databases.
  • Generated financial statements and reports detailing accounts receivable status
  • Received and sorted mail, prepared packages for delivery and scanned documents.
  • Generated accounts payable reports for management review to aid in financial and business decision making.
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Handled daily scheduling tasks and provided administrative support for entire department.
  • Scheduled appointments and conducted follow-up calls to clients.
  • Composed internal and external correspondence for senior management and reviewed documentation to eliminate errors.
  • Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
  • Completed accurate daily report documents, memos and invoices.
  • Provided onboarding and training for new support staff.
  • Answered multi-line phone system and greeted callers enthusiastically.
Expected in 06/1991 to to
Associate of Science: Medical Secretarial
Davis College - Toledo, Ohio,

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Resume Overview

School Attended

  • Davis College

Job Titles Held:

  • Member Service Representative
  • Customer Service Representative
  • Administrative Assistantq
  • Billing Specialist/Secretary


  • Associate of Science

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