Jack Eveland
Milton,FL
Summary
Confident Member Service Manager promoting effective communication, relationship building and time management skills. Offering more than 20+ years of training staff members regarding regulatory changes. Considered driven, talented and a highly visible leader.
Overview
11
11
years of professional experience
Work History
Member Service Manager
Pen Air Credit Union
12.2021 - Current
- Enhanced member satisfaction by addressing inquiries and resolving issues promptly.
- Streamlined service processes for increased efficiency and improved member experience.
- Collaborated with team members to develop and implement initiatives to improve operations.
- Managed a diverse team of customer service representatives, fostering a supportive and efficient work environment.
- Developed training materials and facilitated onboarding sessions for new hires, ensuring a seamless integration into the team.
- Served as a key liaison between members and upper management, ensuring effective communication of concerns and suggestions.
- Implemented process improvements that reduced wait times for telephone inquiries by optimizing staff scheduling practices.
- Fostered positive relationships with external partners/vendors by maintaining open lines of communication regarding their offeringsservices.
- Participated in cross-functional teams to design new products or services tailored specifically to member needs and preferences.
Lead Member Service Representative
Pen Air Credit Union
09.2016 - Current
- Enhanced member satisfaction by addressing and resolving complex account inquiries promptly and professionally.
- Provided comprehensive training and mentoring to new team members, fostering a supportive work environment conducive to professional growth.
- Developed strong relationships with members by offering personalized assistance, contributing to increased loyalty and long-term business partnerships.
- Managed high call volumes while maintaining exceptional service quality, consistently surpassing performance benchmarks set by management.
- Collaborated with fellow representatives to develop innovative solutions for recurring problems, reducing issue recurrence rates significantly.
- Conducted timely follow-up calls with members after issue resolution, ensuring complete satisfaction and strengthening member relationships.
- Led regular team meetings focused on sharing best practices, boosting overall departmental proficiency.
- Served as a liaison between the front-line staff and management, bridging communication gaps and promoting alignment on key priorities.
Special Services Associate
The Home Depot Inc
02.2013 - 09.2016
- Coordinated with various departments to ensure seamless delivery of special services to clients.
- Implemented customized solutions for clients, resulting in higher retention rates and repeat business.
- Provided exceptional support to customers during high-pressure situations, maintaining professionalism and composure.
- Conducted thorough assessments of client needs, tailoring special services accordingly for optimal results.
- Managed multiple tasks simultaneously while maintaining focus on quality and deadlines, ensuring top-notch performance.
- Kept detailed records of all transactions and communications related to special services, ensuring accuracy and accountability at all times.
- Oversaw inventory management for specialized equipment needed during the execution of various projects.
- Performed special service desk operations.
Education
BBA - Business Administration And Management
Strayer University
Washington, DCSkills
- Application Renewal
- Training Materials
- Call Data Reviews
- Trend Identification
- Team Mentoring
- Compliance and Regulations
- Task Prioritization
- Customer Assistance
- Adaptability
- Member acquisition
- Team management
- Effective Written and Verbal Communication
Accomplishments
Completed the Pen Air "Emerging Leader" program that recognized employees with exceptional skills, ready to be the next leaders within the organization.
Affiliations
- Transgender rights.
- Community Volunteering and Charity.
Timeline
Member Service Manager
Pen Air Credit Union
12.2021 - Current
Lead Member Service Representative
Pen Air Credit Union
09.2016 - Current
Special Services Associate
The Home Depot Inc
02.2013 - 09.2016
BBA - Business Administration And Management
Strayer University
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