Charles Cutting
Black Diamond,WA
Summary
Dedicated Membership Services Representative with a proven record of enhancing member satisfaction through effective problem-solving and attention to detail. Committed to streamlining processes and promoting teamwork to achieve organizational goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Membership Services Representative
Costco
Issaquah, WA
10.2018 - 04.2023
- Assisted members with inquiries, enhancing customer satisfaction and loyalty.
- Processed membership applications accurately, ensuring compliance with company policies.
- Trained new staff on membership procedures and customer service best practices.
- Collaborated with management to implement improvements in member services processes.
- Addressed member concerns effectively, fostering a positive experience.
- Maintained accurate records of member interactions and transactions for reporting purposes.
- Streamlined membership renewal processes, reducing wait times for returning members.
- Processed new memberships and renewals, ensuring accurate data entry and timely processing.
- Maintained detailed records of all interactions with members utilizing CRM tools allowing for better tracking and follow-up for future inquiries.
- Increased membership retention through proactive outreach and timely resolution of issues.
- Enhanced member satisfaction by providing exceptional customer service and addressing concerns promptly.
- Contributed to the development of member satisfaction surveys, analyzing responses to identify areas of improvement and implementing changes accordingly.
- Supported the development of membership policies and procedures, contributing to efficient operations.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Depot Warehouse Worker
Costco
Sumner, WA
06.2002 - 10.2018
- Operated forklifts and pallet jacks to efficiently move inventory within warehouse.
- Conducted regular inventory checks to ensure stock accuracy and minimize discrepancies.
- Assisted in training new staff on safety protocols and operational procedures.
- Maintained cleanliness and organization of work areas to optimize workflow efficiency.
- Collaborated with team members to meet daily productivity goals and deadlines.
- Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Promoted a positive work environment by actively participating in team-building activities and taking initiative in group projects.
- Maximized available storage space by utilizing vertical stacking techniques when arranging inventory items.
- Performed routine maintenance checks on warehouse equipment to ensure optimal functionality at all times.
- Assisted in the training and onboarding of new employees, contributing to a cohesive and efficient workforce.
- Facilitated smooth operation of loading dock, coordinating efficient loading and unloading of trucks.
- Improved safety standards, conducted regular checks and maintenance of warehouse equipment.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Helped train new employees in safe practices and warehouse procedures.
- Successfully navigated large shipments of materials through tight spaces and busy facilities.
- Moved furniture and boxes using utility dolly and truck ramp.
- Verified documentation and condition of freight to assure quality standards were achieved.
Education
Bachelor of Science - Urban And Regional Planning
Eastern Washington University
Cheney, WA06-1999
Skills
- Membership processing
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Customer service excellence
- Shipping and receiving
- Customer relations
- Goal setting
- Shipping procedures
- Quality control
- Inbound call management
- Policies and procedures adherence
- Call center operations
- Call center experience
- Issue and complaint resolution
Accomplishments
Employee of The Month numerous times.
Reset the standard for incoming calls, Calls per Hour.
Broke records for adding Auto renew to Memberships.
Numerous " Kudos calls", from members.
Employee of The Year.
Multiple top achievement awards, for going above and beyond for the business and the customer.
Known for the ability to catch fraudulent activity, protecting the business and the customer.
Certification
- Supervisor In Training - 2019
- Forklift Certified from 2002-2019
- Hazmat Certified from 2002-2019
Languages
English
Full Professional
Timeline
Membership Services Representative
Costco
10.2018 - 04.2023
Depot Warehouse Worker
Costco
06.2002 - 10.2018
Bachelor of Science - Urban And Regional Planning
Eastern Washington University