Member Services Team Lead resume example with 20+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

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.

  • 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
01/2016 to 04/2021 Member Services Team Lead Young 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 12/2015 Email/Live Chat Support Specialist Legacy.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 07/2010 Accounting Manager Pediatric 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 05/2000 Billing Specialist Plano 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 05/2006 High School Diploma | North View High, Dothan, AL, GPA:
Expected in 06/1998 Associate of Science | Business Management Mountain View College, Dallas, TX GPA:

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Resume Overview

School Attended

  • North View High
  • Mountain View College

Job Titles Held:

  • Member Services Team Lead
  • Email/Live Chat Support Specialist
  • Accounting Manager
  • Billing Specialist


  • High School Diploma
  • Associate of Science

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