Hannah Nicole Myers
Rochester,NY
Summary
Dynamic professional with a proven track record at Summit FCU, adept in member account management and excelling in customer support. Spearheaded initiatives improving training outcomes and successfully managed over 45 customer interactions daily. Demonstrates exceptional collaboration and problem-solving skills, enhancing team productivity and member satisfaction.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
7
7
years of professional experience
Work History
Member Service Representative
Summit FCU
10.2023 - Current
- Utilized CRM software to document and track customer interactions, ensuring accurate record-keeping and follow-up actions
- Collaborated with other departments to escalate complex issues and ensure prompt resolution for members
- Identified opportunities to improve the training of call center staff resulting in increased confidence and expertise
- Implemented effective strategies to de-escalate challenging situations with upset or irate members while ensuring professionalism is maintained
- Participated in regular coaching sessions with supervisors to enhance skills and address areas for improvement identified through quality monitoring processes
- Maintained up-to-date knowledge of products/services offered by the company through ongoing training sessions
- Handled a high volume of inbound customer calls, averaging 45 calls per day
Department Coordinator
Wegmans Food Markets
01.2021 - 10.2023
- Managed daily operations of a busy grocery store, overseeing inventory management, customer service, and staff scheduling
- Assisted in leading a team of 12 employees, providing guidance, coaching, and performance evaluations to drive productivity and employee development
- Collaborated with vendors to maintain strong supplier relationships
- Ensured compliance with health and safety regulations by conducting regular inspections and educating employees on the importance of personal safety throughout the department
- Created visually appealing displays that increased product visibility and boosted sales during peak seasons
Tim Hortons Team Member
Tim Hortons
01.2019 - 01.2021
- Expertly prepared and served a variety of coffee beverages, including espresso, cappuccino, latte, and cold brew
- Consistently maintained high standards of quality in every drink made, ensuring customer satisfaction
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their needs promptly
- Efficiently operated espresso machines, grinders, and other equipment to produce consistent and delicious coffee drinks
- Managed inventory levels to ensure an adequate supply of coffee beans, milk, syrups, and other ingredients
- Maintained cleanliness and organization of the coffee bar area at all times for a pleasant customer experience
- Trained new baristas on proper brewing techniques, drink recipes, and customer service protocols
Receptionist
Brookdale Senior Living
05.2018 - 01.2019
- Greeted and welcomed visitors, providing a positive first impression of the company
- Managed a high volume of incoming calls, efficiently routing them to the appropriate departments
- Scheduled appointments and maintained calendars for multiple executives and nursing staff ensuring optimal time management
- Responded to inquiries from family members in a timely manner, providing accurate information or directing them to the appropriate resources
- Assisted with administrative tasks such as filing documents, copying materials, and preparing documents to go out with residents to appointments
- Managed office supplies inventory by monitoring stock levels and placing orders when necessary
- Participated in leading daily activities for residents and encouraging visitors to join if possible
Education
No Degree -
Monroe Community College
Rochester, NYHigh School Diploma -
Brockport High School
Brockport, NY06-2018
Skills
- Member correspondence
- Membership renewals
- Document processing
- Member account management
- Transaction processing
- Customer support
- Sales strategy
- Financial transactions
- Banking
- Call center experience
Timeline
Member Service Representative
Summit FCU
10.2023 - Current
Department Coordinator
Wegmans Food Markets
01.2021 - 10.2023
Tim Hortons Team Member
Tim Hortons
01.2019 - 01.2021
Receptionist
Brookdale Senior Living
05.2018 - 01.2019
No Degree -
Monroe Community College
High School Diploma -
Brockport High School
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