Member Services Supervisor Resume Example Company Name

MarleneWarke

Professional Summary

Detail-oriented Member Service Supervisor with 20 years in Customer Service industry. Service-oriented mindset with flexible approach to serving organization members. Successful track record establishing programs, coaching and developing highly successful team and building organizational value.

Skills

Recruitment
Team leadership
Conflict resolution
Workflow planning
Research and due diligence
Microsoft Office Suite expert

Personable and outgoing
Goal-oriented
Driven and highly motivated
Compliance expertise
Staffing and scheduling
Staff training and development

Work History

Member Services Supervisor06/2014 to Current
Company Name – City, State

Trained, mentored and evaluated employees on service quality, production, knowledge and performance
Motivated staff to perform at peak efficiency and quality
Oversees Member Services Phones/Chat/Email Team Operation with 15-20 direct reports.
Recruiting new hires and conducting interviews
Create a unique and positive Member Experience to maintain and improve Customer Satisfaction and NPS
Communicates scheduling to employees and devises workable plan to accommodate business need
Ensure all incoming inquiries from client and/or customers are executed in a professional, polite, and courteous manner
Documents evaluations and submits documentation of representative performance progression bi-weekly
Meet all Goals and Objectives (weekly, monthly and quarterly)
Knowledge, understanding, and compliance with company's policies and procedures
Communicates with other departments and management to resolve problems
Makes recommendations to management concerning staff and improvement of procedures
Plans and develops improved procedures
Creates and maintains positive, respectful work environment for staff
Accountable for all decisions, actions, and directives with respect to job responsibilities
Processes weekly payroll with full time and potential temporary staff
Monitor and resolve Social media inquiries
Strong background with Microsoft Office (Word, Excel, PowerPoint, Outlook, Box, OneNote, SharePoint, OneDrive) and ZenDesk

Supervisor Customer Loyalty Team10/2004 to 02/2011
Company Name – City, State

Managed quality assurance program including on site evaluations, internal audits and customer surveys
Effectively managed team of 10-20 employees in daily operations of customer loyalty department
Payroll ADP
Guide, train and develop team members to provide outstanding customer service and to reach their goals within company
Responsible for coaching, mentoring, and motivating team members to goals and standards are met successfully while maintaining positive morale
Responsible for maintaining positive rapport with all customers, employees and merchant relations
Responsible for preparing employee performance reviews and prepare any follow-up documentation necessary
Conducted weekly one on one and team meetings with direct reports
Monitor scheduling, call volume, emails, website functionality
Conduct interviews with potential new hires
Partnered with management team to reach internal and externals company goals
Met deadlines on all duties and day to day operations
Superior product knowledge Merchant Relations
Handled escalated customer service calls and resolve effectively
Billing inquiries and money trails
Investigated all chargebacks and disputes for all major card companies
Strong background with Microsoft Word, Excel, PowerPoint and Outlook
Type up to 90 wpm

Butcher Block Clerk03/2003 to 08/2003
Company Name – City, State

Cut meats to customer specifications and answered questions about specialty products.
Operated saws and slicers to cut meat, using safety protocols and procedures to avoid accidents.
Maintained excellent levels of food safety by frequently checking product dates and temperatures.
Restocked products based on available inventories and customer demands.
Completed inventory counts, reordered stock and removed expired items from supply.
Scanned shelves and product cases for expired stock and discarded outdated or spoiled items.
Replenished serving stations with fresh food and cleaned up spills.
Prepared salads, soups and sandwiches for customers.
Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
Kept kitchen, counter and dining areas cleaned and sanitized.

Planogram Team Member11/1998 to 10/2002
Company Name – City, State

Verified products appeared at correct locations in proper quantities.
Planned and coordinated product availability for advertising and promotion purposes.
Prepared interesting and innovative visual displays to grab customer interest and promote sales.
Inspected merchandise for quality and arranged proper display location on floor.
Answered customer questions regarding store merchandise, department information and pricing.
Updated pricing and signage to complete product displays and educate customers.
Removed damaged, out-of-code, not-in-set and discontinued items from displays.
Worked with managers and advertising directors to optimize promotions.
Monitored inventory levels and kept adequate stock inproduct displays on sales floor.

Education

Bachelor of Science: Business Administration And Management2021Capella University- City, State

Bachelor of Science: Business Administration And ManagementUniversity of Phoenix- City

Resume Overview

School Attended

Capella University
University of Phoenix

Job Titles Held:

Member Services Supervisor
Supervisor Customer Loyalty Team
Butcher Block Clerk
Planogram Team Member

Degrees

Bachelor of Science : Business Administration And Management 2021
Bachelor of Science : Business Administration And Management

Member Services Supervisor Resume Example

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