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member support specialist resume example with 6+ years of experience

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

High-energy Customer Service Representative prepared to bring leadership skills and Service & People knowledge developed over a six-year career and to take on challenging new roles at Peloton. Proficient in conducting inspections, monitoring machinery, promoting efficient production, leading teams, and surpassing Member expectations. Clear communicator with decisive and well-organized nature.

Skills
  • Proven Ability to De-Escalate
  • Customer-oriented
  • Empathy and Thoughtfulness
  • Training New Hires
  • Planning and coordination
  • Leadership development
  • Problem resolution
  • Quality assurance controls
Experience
11/2020 to Current Member Support Specialist Pacificsource | Helena, MT,
  • Liaised with Members, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding Member care.
  • Handled customer complaints promptly and effectively.
  • Displayed strong telephone etiquette, effectively handling difficult calls with empathy.
  • Asked probing questions to determine service needs and accurately input information into ZenDesk in an organized fashion.
  • Answered Members' questions and addressed problems and complaints via email and phone.
  • Reviewed Member interactions and activity reports to identify and address concerns.
  • Evaluated quality of representatives' phone calls and provided feedback to management.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Assisted in training and motivating new employees.
  • Worked on Projects to assist Service Design for the escalation and ordering processes.
07/2020 to 03/2021 Hardware & Software Support Associate Ace Hardware | Mountain View, CA,
  • Asked probing questions to determine service needs and accurately input information into electronic systems to properly diagnose hardware and software issues.
  • Pursued opportunities to advance Member relations skills and further enhance customer satisfaction in every interaction.
  • Maintained 91% satisfaction rating with Members by providing exceptional service and support.
  • Documented conversations with customers to track requests, problems and solutions.
  • Improved Member relations by working with associates across all Lines of Business.
  • Recognized by leadership for providing exceptional customer service and a natural ability and proven record to de-escalate Members.
  • Developed open and professional relationships with other associates, enabling more effective issue resolution.
  • Assessed, motivated and empowered other associates to work to build Member satisfaction and loyalty, to support retention and growth.
  • Fostered positive employee relationships through effective communication and offering advice, information in support channels.
09/2017 to 06/2020 Shift Supervisor Quadgraphics | Manns Choice, PA,
  • Answered and resolved customer questions and concerns.
  • Set up, adjusted and maintained machines to keep production operating at peak levels and consistently meet challenging daily demands.
  • Performed store opening and closing procedures, including setting up registers and checking products.
  • Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
  • Motivated team members to complete assigned tasks and perform at exceptional levels.
  • Assisted store management with meeting standards of service and quality in daily operations.
  • Assessed customer needs and up-sold products and services to maximize Food & Beverage sales.
  • Interviewed customers regarding customer service issues and reported feedback to management team.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge and excellent service resulting in my cafe having the highest customer connection score in the entire South Central Region (62% out of 100%, company average 40%).
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Documented conversations with customers to track requests, problems and solutions.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
11/2014 to 04/2017 Floor Leader Lush Cosmetics | City, STATE,
  • Educated customers on product and service offerings.
  • Met or exceeded upselling, donation and credit card sign-up targets on consistent basis by leveraging excellent communication and interpersonal strengths.
  • Stayed up to date on store promotions, payment policies and security practices.
  • Recommended skin care and other cosmetics to customers based on needs and preferences.
  • Demonstrated products to customers, discussed features and redirected objections to capture sales.
  • Recognized by management for providing exceptional customer service and promoted to in-store trainer.
  • Created agendas and communication materials for team meetings.
Education and Training
Expected in 06/2013 to to High School Diploma | Mckinney High School, Mckinney, TX GPA:
Expected in 01/2015 to to Cosmetology License | Cosmetology Paul Mitchell The School, Dallas, TX, GPA:

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Resume Overview

School Attended

  • Mckinney High School
  • Paul Mitchell The School

Job Titles Held:

  • Member Support Specialist
  • Hardware & Software Support Associate
  • Shift Supervisor
  • Floor Leader

Degrees

  • High School Diploma
  • Cosmetology License

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