Customer Service Specialist

• Mar 2017 - Present

• Drive customer retention and revenue growth for an established customer base • Work with management to improve systems and processes • Handle high volume of customer contacts through phone and email each day • Provide consultative reviews and health-checks by analyzing business needs • Analyze data to form talk tracks related specifically to where the customer stands in terms of health • Reinforce the unique value and benefits of products • Identify up-sell and cross-sell opportunities and act on them • Share customer feedback with the management to resolve customer challenges • Work towards Key Performance Indicators (KPIs), both individually and as part of a team Show less

Member Services Level 3

• Jan 2016 - Mar 2017

• Responding to and/or redirecting all incoming email • Using member service skills to effectively answer member questions • Identifying needs and providing prompt resolution to inquiries and problems • Capturing and entering data clearly and accurately • Expressing flexibility to troubleshoot problems and provide solutions • Monitoring forums for service related issues • Updating Knowledge Center on new policies and updates • Responding to and/or redirecting all incoming email • Using member service skills to effectively answer member questions • Identifying needs and providing prompt resolution to inquiries and problems • Capturing and entering data clearly and accurately • Expressing flexibility to troubleshoot problems and provide solutions • Monitoring forums for service related issues • Updating Knowledge Center on new policies and updates

Operations Manager

• Jan 2010 - 2015

Provide leadership for the store front operation. Make important policy, planning, and strategy decisions. Assist with recruiting out of state teams when necessary. Help promote company through online media and advertising. Oversee budgeting and reporting for corporate contracts. Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations. Identify and address problems and opportunities for the company. Build alliances and partnerships with suppliers and competitors. Support worker communication with the management team. Show less

Area Manager

• Aug 2000 - Jun 2010

• Was top in company with a 90% close rate on new customer activations. • Guided new promotions to increase revenue by 15% annually over 6 years at 5 locations. • Trained, coached and mentored staff to ensure smooth adoption of new sales programs. • Led agent channel in home product sales and was in top 5% of overall DFW market. • Developed and rolled out new recruitment policies, reducing turnover by 50%. • Earned manager of the year in 2008 and 2009, by grossing over $500k in accessory profits. • Helped drive a 25% increase in customer satisfaction (as measured by a customer survey). • Created automated daily stats report that reduced inaccuracies and provided management with an important decision-making tool. Show less

Private

• Jan 1998 - Jan 2000