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Member Services Manager Resume Example

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MEMBER SERVICES MANAGER
Professional Summary

Customer-service focused, highly motivated Call center Manager with over 21 + years of experience with a proven capacity to troubleshoot issues to ensure customer satisfaction.

Skill Highlights

Strong communication skills Organizational skills

Complaint Handling & Resolution Inbound & Outbound call handling Technical & user support Meeting preparations

Event booth management

Team building & Training Reporting

Up-Selling/Sales support

Microsoft office/Power Point Association Membership Management Personify (AMS) software

ADP time sheet processing

Windows and IOS

Five9 Outbound Dialer

Work Experience
American Motorcyclist AssociationPickerington, OhioMember Services Manager01/2001 to 03/201543147 Managed the call center and 5 Agent's duties included, but were not limited to planning and evaluating work assignments and making hiring/termination decisions. Handled membership and company emails as well as member complaints & escalated calls. Handled inbound calls from members wanting to join or renew memberships, fulfillment replacements and general inquires. Made outbound dialer calls for member retention, to promote member benefits, welcome members and renew memberships. Completed credit card transactions, data entry and other manual processes associated with inbound and outbound calls. Maintained membership database and completed daily, weekly & monthly call center reporting. Conducted team meetings and phone monitoring to insure quality assurance. Attended and worked various motorcycle functions and trade shows. Established goals and objectives for Member Services Agents, to ensure their growth and development within the company. Resolved issues completely and in timely manner. Communicated with external and internal contacts, including members, vendors, field representatives, promoters and AMA staff. Worked as a team to ensure Call Center performance standards were met. P.O Box 54 Pickerington, Ohio 43147 Cell: 740-652-4311 darcelhiggins@yahoo.com
Submitorder.com Internet ServicesLewis Center, OhioCustomer Response Manager09/1999 to 02/20017611 Green Meadows Lewis Center, Ohio 43035 Responsible for Managing 15-20 Customer Response Representative and 3 Product Ambassadors working online assisting customer with product orders for various companies Responsibilities include but are not limited to, conducting team meetings, phone monitoring to insure quality and correct information is being given to each caller. Administer company policies and procedures. Establishing an atmosphere that encourages teamwork and associate involvement. Establish goals and objectives for Customer Response Representatives to ensure their growth and development. Administer performance evaluations and counseling, attend workshops as needed. Work as a team to ensure Call Center performance standards is met. Effectively manage multiple priorities.
Safe Auto Insurance CompanyColumbus, OhioCustomer Service Supervisor08/1998 to 10/199943213 Providing leadership to 5-15 assigned associates, while reporting to the Customer Service Manager. Responsibilities included handling escalated calls, training, monitoring and assisting customers as well as associates. Conducting performance reviews, updating policies and procedures. Also in the role of Customer Service Representative I would handle inbound/ outbound phone calls from insured's answering questions about their policies, giving quotes and maintaining insured's files also viewing and filing of incoming mail.
Merck Medco RX ServicesColumbus, OhioCustomer Service Representative03/1994 to 08/199843214 Responsible for handling inbound calls from members, assisting members with refills and renewals of prescriptions. Assisted insured customers with billing and payment inquiries. Educating members about their prescription plans also assisting local pharmacies with claim processing. In conjunction with customer service duties I was also responsible for viewing emailed prescriptions from P.O Box 54 Pickerington, Ohio 43147 Cell: 740-652-4311 darcelhiggins@yahoo.com various doctors' offices verifying that all information was correct then forwarding the email to the correct filling pharmacy.
Education and Training
Hospitality & Business ManagementColumbus State Community College, Columbus, Ohio, USHospitality & Business Management, Columbus State Community College | Columbus, Ohio.
High School diplomaElida High School, Elida, Ohio, USHigh School diploma, Elida High School| Elida, Ohio.
License:CosmetologyApollo Joint Vocational, Lima, Ohio, USCosmetology License, Apollo Joint Vocational | Lima, Ohio.
Affiliations
Services Manager
Skills
Benefits, Credit, Credit Card, Data Entry, Database, Fulfillment, Inbound And Outbound, Outbound Calls, Quality Assurance, Customer Service, Receptionist, Retail Sales, Billing, Customer Service Representative, Educating, Pharmacy, Associate, Answering, Customer Service Manager, Filing, Incoming Mail, Training, Adp, Booth, Documentation, Ios, Microsoft Office, Ms Office, Organizational Skills, Sales, Sales Support, Strong Communication Skills, Team Building, Business Management
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Resume Overview

Companies Worked For:

  • American Motorcyclist Association
  • Submitorder.com Internet Services
  • Safe Auto Insurance Company
  • Merck Medco RX Services

School Attended

  • Columbus State Community College
  • Elida High School
  • Apollo Joint Vocational

Job Titles Held:

  • Member Services Manager
  • Customer Response Manager
  • Customer Service Supervisor
  • Customer Service Representative

Degrees

  • Hospitality & Business Management
    High School diploma
    License : Cosmetology

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