Morgan Richard
Dudley,MA
Summary
Performance-oriented Member Care Specialist bringing 15-year background in customer service marked by sales, volume reduction and administrative excellence. Well-organized leader with excellent project management skills. Effectively cultivate connections to enhance customer satisfaction and long-term loyalty.
Overview
9
9
years of professional experience
Work History
Member Care Specialist
BJ’s Wholesale Club Corporate Office
Westborough, MA
04.2020 - Current
- Focus on trends and patterns across various contact channels in Member Care to quickly resolve issues and deter Member Escalation
- Identify root cause of issues and contact drivers to reduce overall volume rather than resolve one issue at a time
- Oversee specialized teams and ensure consumer care is executed efficiently and positively, while driving profit and improving consumer experience
- Embrace Member Feedback as an opportunity to recognize gaps in process and seek out possible enhancements
- Coordinate the operation of Call Center programs and initiatives, and interpret data to address coaching and training opportunity.
- Business data analytics for volume reduction and sales increase
Associate Member Care Specialist
BJs Wholesale Club Corporate Office
Westborough, Massachusetts
06.2019 - 04.2020
- Responsible for oversight of Social Care Team and responses on company Social Media
- Oversight of Rewards and loyalty programs
- Executive escalation resolution and BBB management
HR Learning Assistant
BJ’s Wholesale Club Corporate Office
Westborough, MA
06.2017 - 04.2019
- Responsible for administrative work for the Learning, or Training, side of company wide HR
- Handle administration of the LMS system- Success Factors
- First responder on hotline calls, department emails and Help Request Tickets requiring a strong ability to multitask
- Content development using Articulate 360 and Storyline
- Perform weekly and monthly reporting with use of Excel V-lookup.
HR Assistant & Front Line Supervisor
BJs Wholesale Club
Auburn, Massachusetts
10.2012 - 06.2017
- Main face of the frontline
- Assist cashiers as needed with items requiring an override, price differences, and locations of items and ensuring the member leaves having a pleasant experience
- Responsible for executing frontline breaks while adhering to overall Frontline needs and the member needs
- As personnel clerical responsible for daily exceptions and timecard correction
- Payroll and schedule processing
- Recruiting and onboarding
Education
Business Administration – HR
Argosy University
2017
Accounting
Killingly High School
2005
Skills
- Good eye for detail
- Innovative and Efficient
- Works well independently or collaboratively
- Fast learner, easily coachable
- Familiar with Jira and Monday board for project management
- Knowledge of innovative training methods & strong facilitation skills
Accomplishments
- Personal:
- Honor Roll Student
- Bachelor’s Degree in the Science of Business Administration- Human Resource
Timeline
Member Care Specialist
BJ’s Wholesale Club Corporate Office
04.2020 - Current
Associate Member Care Specialist
BJs Wholesale Club Corporate Office
06.2019 - 04.2020
HR Learning Assistant
BJ’s Wholesale Club Corporate Office
06.2017 - 04.2019
HR Assistant & Front Line Supervisor
BJs Wholesale Club
10.2012 - 06.2017
Business Administration – HR
Argosy University
Accounting
Killingly High School