Madison Dunham
Rochester,NH
Summary
Accomplished Member Experience Specialist at Lighthouse Credit Union, adept in customer service and workflow optimization. Elevated membership retention by implementing personalized service strategies. Skilled in relationship building and financial transactions, consistently exceeding customer expectations and enhancing service delivery across teams.
Overview
7
7
years of professional experience
Work History
Member Experience Specialist
Lighthouse Credit Union
09.2024 - Current
- Enhanced member experience by implementing personalized service strategies and addressing individual needs.
- Boosted membership retention rates through consistent follow-up and timely resolution of concerns.
- Maintained accurate records of all member communications and transactions, ensuring seamless coordination between departments involved in servicing accounts.
- Educated members about available resources and benefits associated with their memberships, maximizing utilization rates across various services provided by the organization.
- Participated in regular team meetings focused on sharing best practices and identifying opportunities for further enhancements to the overall member experience journey.
Service Manager
Mitchell Hill BBQ
03.2019 - 08.2024
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
Business Owner
Girls Against Grime Cleaning
05.2018 - 03.2021
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
Education
Somersworth High School
Somersworth, NH06.2019
Skills
- Customer service
- Customer support
- Relationship building
- Banking
- Complaint handling
- Account reconciliation
- Sales strategy
- Document processing
- Payment processing
- Workflow optimization
- Financial transactions
Timeline
Member Experience Specialist
Lighthouse Credit Union
09.2024 - Current
Service Manager
Mitchell Hill BBQ
03.2019 - 08.2024
Business Owner
Girls Against Grime Cleaning
05.2018 - 03.2021
Somersworth High School