Member Services Team Lead resume example with 20+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Results-oriented Customer Service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with over 20 years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.
Skills
Company policies and procedures
Client inquiries
Monthly quotas
Tracking and updates
Call centers
Customer education
Online communications
Support services
High-energy attitude
Quality control
Customer relations
Microsoft Office expertise
Active listening
Call center experience
Conflict mediation
Cross-functional collaboration
Credit card payment processing
Business development understanding
Technical Troubleshooting
Experience
01/2016 to 04/2021Member Services Team LeadYoung Living | Mona, UT,
Engaged directly with clients to fulfill requests, resolve conflicts and direct non-customer service related inquiries to appropriate department and personnel.
Maintained strong knowledgebase of product options and sales promotions to better serve every customer.
Helped members resolve account problems and navigate internal systems to handle routine needs.
Consulted with customers regarding healthcare needs, addressing concerns.
Handled approximately 80 calls each day, including new sign-ups, service cancellations and cross-selling opportunities.
Assisted in maintaining accurate records by verifying and updating member account information.
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 knowledge bases to develop strategic solutions.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Offered exceptional customer service to differentiate and promote company brand.
Communicated information to customers about product quality, value and style.
Evaluated customer account information to assess current issues and determine potential solutions.
02/2010 to 12/2015Email/Live Chat Support SpecialistLegacy.Com | Chicago, IL,
Updated customer data in Zendesk system, adding detailed notes.
Corresponded with more than 100 customers daily, effectively building outstanding skills in writing.
Answered questions from customers that came in through the company's online chat feature.
Walked customers through online demonstrations to support better understanding of product features.
Monitored customer issues to deliver effective resolution, following all steps involved for appropriate procedures.
Used various skills to resolve problems in reasonable amount of time.
Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads.
Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
Documented repair processes and helped streamline procedures for future technical support actions.
05/2000 to 07/2010Accounting ManagerPediatric Home Service | Covington, KY,
Reduced financial discrepancies through budget monitoring and fiscal funding oversight.
Developed and implemented departmental accounting policies, procedures and processes to establish and standardize accounting best practices.
Handled accounting operations such as updating journal entries, pursuing collections and reconciling accounts.
Developed budgets, prepared forecasts and monitored financial deadlines.
Built and collaborated with high-performance accounting team to meet all yearly requirements.
Organized financial information and modeled data for trend forecasting.
Produced accurate and compliant financial statements, reports, documentation and budget frameworks.
Reviewed and approved contracts, expenditures and purchase orders.
Evaluated and approved billing invoices and expense reports to monitor and ensure cash flow and cost containment.
02/1997 to 05/2000Billing SpecialistPlano Specialty Hospital | City, STATE,
Liaised with patients, insurance companies and billing office personnel to effectively create and post bills, obtain payments and update system information.
Contacted insurance providers to verify correct insurance information and obtain authorization for proper billing codes.
Tracked timely receipt of invoices, monitored and identified late invoices and contacted vendors to obtain tardy invoices.
Executed medical billing including submitting claims to insurance companies and researching and resolving denials and explanation of benefit rejections within billing cycle timeframe.
Verified patient insurance coverage, created financial plan according to treatment schedules for collections and communicated between patient and billing company regarding health insurance.
Reviewed existing billing processes and spearheaded ongoing simplification initiatives and operational strategies that improved company collections and customer satisfaction.
Resolved variances in accounts and reconciled histories with bank statements.
Established, enforced and optimized billing policies and procedures to maximize revenue, streamline operations and minimize aging balances.
Participated in educational opportunities, including workshops, seminars and training classes to gain stronger education in industry updates and federal regulations.
Accurately input procedure codes, diagnosis codes and patient information into billing software to generate up-to-date invoices.
Facilitated payment of invoices due by sending bill reminders and contacting clients.
Collected, posted and managed patient account payments.
Education and Training
Expected in 05/2006High School Diploma | North View High, Dothan, AL, GPA:
Expected in 06/1998Associate of Science | Business ManagementMountain View College, Dallas, TXGPA:
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