Brenda Blaine
Fremont,California
Summary
Eager to improve and streamline service procedures to maximize team efficiency and customer satisfaction. Specialized in quality, speed and performance improvements. Results-oriented Member Account Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Devoted Manager who sustains the highest level of customer service through efficient team and customer account management. Friendly Customer Service Manager with can-do attitude and willingness to help at all times. Manager who specializes in quality service, customer retention, productivity and team management. Multi-talented customer service professional looking to take on increasing responsibility. Adept at operating in fast-paced environments and maintaining calm in challenging situations. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
28
28
years of professional experience
Work History
Member Account Manager
Bay Club/ClubSport
Fremont, California
04.1996 - Current
- Recommended changes to existing methods to increase accuracy, efficiency and responsiveness of customer service department.
- Provided detailed monthly departmental reports and updates to senior management.
- Supervised, coached, and monitored 6-member staff.
- Reviewed customer interactions and activity reports to identify and address concerns in proactive manner.
- Developed rapport with customer base by handling difficult issues with professionalism.
- Offered solutions to customers complaints, focusing on best solution for business.
- Enhanced customer satisfaction ratings by managing all client inquires through resolution.
- Addressed negative customer feedback immediately.
- Resolved customer questions, issues and complaints.
- Handled accounting functions such as payroll administration, invoicing and budget administration in independent and efficient fashion.
- Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
- Communicated courteously with customers by telephone and face-to-face.
- Oversaw administration of quality customer service to drive revenue by devising policies for process implementation.
Customer Service Representative Loan Department
Fremont Bank
Fremont, California
07.1992 - 09.1994
- Maximized customer satisfaction by handling more than 30 customer email and telephone interactions each day.
- Made customers top priority and employed active listening skills to understand needs and deliver first-rate service.
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Consulted with upset customers to determine best methods to resolve service and billing issue
Education
High School Diploma -
Oakmont High School
Roseville, CASkills
- Conflict resolution techniques
- Research ability
- Account management
- Focused on customer satisfaction
- Cross-functional collaboration
- Client relations specialist
- Team management
- Deadline-oriented
- Skilled multitasking
- Meticulous attention to detail
Timeline
Member Account Manager
Bay Club/ClubSport
04.1996 - Current
Customer Service Representative Loan Department
Fremont Bank
07.1992 - 09.1994
High School Diploma -
Oakmont High School