Annalicia Salvatore
Vacaville,CA
Summary
Professional Member Service Specialist with comprehensive experience in delivering exceptional member support and service. Adept at handling member inquiries, resolving issues efficiently, and enhancing member satisfaction. Strong focus on team collaboration and achieving results, with adaptability to changing needs. Skilled in communication, problem-solving, and building lasting member relationships, ensuring reliability and trustworthiness.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Member Services Representative
Partnership HealthPlan of California
11.2024 - Current
- Respond to member and provider inquiries in the member services queue, ensuring all questions and issues are addressed promptly and accurately.
- Document calls in accordance with internal protocols and escalate complex issues to management when necessary.
- Collaborate with internal departments, providers, and external organizations to facilitate timely resolutions for members.
- Review incoming correspondence and emails to ensure compliance with policies, procedures, and benefit processes.
- Demonstrate excellent verbal and written communication skills while providing exceptional customer service in high-pressure situations.
- Utilize conflict resolution and problem-solving techniques to de-escalate situations and provide empathetic support to callers.
- Recognized for over 25+ member compliments in first year of employment for professionalism and compassion.
General Manager
Sweetie Pies Bakery
03.2022 - 05.2024
- Directed a team of 30+ employees, focusing on training, customer service excellence, and operational performance.
- Improved profitability by 15% through strategic labor management, inventory control, and cost reduction measures.
- Managed event coordination, catering contracts, and customer relations while ensuring compliance with safety and sanitation protocols.
- Developed and implemented policies, training programs, and workflow procedures to improve efficiency.
- Conducted regular performance evaluations and provided constructive feedback to enhance team productivity.
- Oversaw daily financial transactions, ensuring accuracy and compliance with accounting standards.
- Fostered a positive work culture through team-building activities and employee recognition programs.
Server & Trainer
The Cheesecake Factory
01.2016 - 01.2022
- Consistently exceeded sales targets by 16% through personalized service and product knowledge.
- Trained new staff in compliance with company standards and customer service best practices.
- Provided excellent guest experiences through attention to detail and strong communication skills.
- Maintained cleanliness and organization of dining areas, meeting health and safety regulations consistently.
- Responded to guest feedback constructively, implementing solutions to improve overall dining experiences.
- Participated in team meetings to share insights on service improvements and streamline operational workflows.
- Efficiently managed cash handling processes, ensuring accuracy in transactions and adherence to company policies.
- Collaborated with kitchen staff to ensure timely food delivery and address any guest concerns promptly.
Education
High School Diploma -
Vintage High School
Napa, CA06-2009
Skills
- Customer service standards
- Strong empathy
- Customer engagement
- Exceptional communication
- Complaint handling
- Data entry proficiency
Certification
- RBS Certified
- CPR Certified
Timeline
Member Services Representative
Partnership HealthPlan of California
11.2024 - Current
General Manager
Sweetie Pies Bakery
03.2022 - 05.2024
Server & Trainer
The Cheesecake Factory
01.2016 - 01.2022
High School Diploma -
Vintage High School