Marlene Warke
Senior Supervisor Member Services at Rakuten.com- Claim this Profile
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Bio
Credentials
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Adult and Pediatric First Aid/CPR/AED
American Red Cross
Experience
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Rakuten.com
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United States
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Retail
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1 - 100 Employee
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Senior Supervisor Member Services
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Jun 2014 - Present
-Oversees and coordinates activities of workers engaged in the Member Service Department. -Recruiting new hires and conducting interviews. -Oversees Member Services Phones Team Operation -Create a unique and positive Member Experience to maintain and improve Customer Satisfaction and NPS -Flag affiliate trends and potential abuse accounts. -Communicates scheduling to employees and devises workable plan to accommodate business need. -Observes, coaches, and evaluates representative performance on a bi-weekly basis. (Quality & Production) -Ensure all incoming inquiries from client and/or customers are executed in a professional, polite, and courteous manner. -Supervise team and reporting productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met. -Meet Goals and Objectives (weekly, monthly and quarterly) -Knowledge, understanding, and compliance with the Company's policies and procedures. -Communicates with other departments and management to resolve problems. -Resolve any client escalations/disputes and work towards a positive resolution -Plan and develop improved procedures. -Assists in developing and training employees. -Creates and maintains a positive, respectful work environment for staff. -Processes weekly payroll with full time and potential temporary staff. -Social media inquiries -Recognize, document and alert manager of trends. Show less
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Zappos Family of Companies
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United States
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Retail
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700 & Above Employee
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Customer Loyalty Supervisor and Fraud Specialist
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Oct 2004 - Feb 2011
Effectively managed a team of 10-20 employees in the daily operations of the customer loyalty department Investigated all chargebacks and disputes for AMEX, VISA, Discover and MasterCard. Maintained a positive relationship with our banking partners to provide efficient resolutions for all disputes. Processed proper verification to ensure accuracy of card holder information before processing and releasing orders. Analyze data to track high risk patterns and flagged potential abuse. Guide, train and develop team members to provide outstanding service and to reach company goals and projections. Responsible for maintain a positive rapport with all employees, clients and vendors. Responsible for preparing employee performance reviews and prepare any follow-up documentation necessary. Conducted weekly one on one and team meetings with direct reports for Quality Assurance reviews. Monitor scheduling, call volume, emails, website and tool functionality. Conduct interviews with potential new hires. Partnered with management team to reach internal and externals goals for the company Met deadlines on all duties and day to day operations. Superior product knowledge -- Vendor Relations Handled escalated cases. Billing inquiries and money trails. Strong background with Microsoft Word, Excel, PowerPoint, Intuit and Outlook, ZenDesk, Zoom and Slack. Type up to 90 wpm Show less
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Education
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2021 - 2023
University of Phoenix
Bachelor's degree, Business Healthcare Administration and Management, General -
2006 - 2008
University of Phoenix
Bachelor of Business Administration (BBA), Business Administration, Management and Operations
Community
