LiveCareer-Resume

member support representative resume example with 6+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

I love to show how to aim to be a Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Personable Member Service Representative offering 5+ 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.

Skills
  • Verbal and Written Communication
  • Customer Account Management
  • Multitasking and Prioritization
  • Data Entry and Maintenance
  • Efficient and Detail-Oriented
  • Upbeat and Positive Personality
  • Building Customer Trust and Loyalty
  • Issue and Complaint Resolution
  • De-escalation Techniques
  • Upselling Products and Services
  • CRM Software
  • Calm and Professional Under Pressure
  • Order and Refund Processing
  • Understanding Customer Needs
  • Merchandise Orders and Exchanges
  • Strong Analytical and Problem Solving Skills
  • Proficiency in Microsoft Office and G Suite
  • LiveChat Messaging
  • Billing Adjustments and Refunds
  • Refunds and Returns Management
  • Excellent Attention to Detail
  • Time Management
  • Call Volume and Quality Metrics
  • Inbound and Outbound Calling
  • Team-Oriented and Cooperative
  • Microsoft Office Suite
  • Establishing and Maintaining Customer Relationships
  • Complex Product Knowledge
  • Proactive Self-Starter
  • Patient and Empathetic
  • Membership Inquiries and Renewals
  • Administrative and Office Support
  • Computer Proficiency
Education
Strayer University Washington, DC Expected in 05/2014 Associate of Arts : Business Administration - GPA :
Everest University - Tampa Tampa, FL Expected in 05/2012 Associate of Arts : Business Administration - GPA :
Work History
First Financial Credit Union - Member Support Representative
Redlands, CA, 10/2020 - 02/2022
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • 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 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.
  • Followed up with customers regularly via phone and email to obtain payments and schedule services.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Responded proactively and positively to rapid change.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Maintained up-to-date knowledge of product and service changes.
Wendy's Company - Shift Manager
Westminster, CO, 05/2008 - 07/2010
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Trained and mentored new employees to maximize team performance.
  • Excelled in every store position and regularly backed up front-line staff.
  • Trained back-up associates and led crew members in managing operations of storefront.
  • Tracked receipts, employee hours and inventory movements.
  • Checked building to confirm maintenance and cleaning met code and regulations.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Trained and mentored new employees to maximize team performance
1-800-Flowers.com - Gift Advisor
City, STATE, 06/2003 - 06/2006
  • Planned, developed and implemented strategies to convey information with key decision makers.
  • Produced detailed reports outlining key issues and proposed solutions.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Answered constant flow of customer calls with minimal wait times.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Entered orders into computer database system.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.

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Resume Overview

School Attended

  • Strayer University
  • Everest University - Tampa

Job Titles Held:

  • Member Support Representative
  • Shift Manager
  • Gift Advisor

Degrees

  • Associate of Arts
  • Associate of Arts

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