- Crafting and DIY Projects
- Web Development and Design
- Fundraising Events
- Participating in fundraising events to support local charities, schools, or community projects
- Cooking
Mandy Theiner
Grand Marais,MN
Summary
Dynamic Member Service Representative with proven expertise at YMCA in enhancing customer satisfaction through effective issue resolution and relationship building. Skilled in transaction processing and account management, I consistently delivered exceptional service, fostering loyalty and engagement among members. Recognized for streamlining service processes and maintaining high standards of customer support.
Overview
5
5
years of professional experience
Work History
Member Service Representative
YMCA
05.2022 - Current
- Assisted members with inquiries and account management to enhance customer satisfaction.
- Processed member requests efficiently using CRM software to maintain accurate records.
- Collaborated with team members to streamline service processes and improve response times.
- Educated members on available services and features to promote engagement and usage.
- Handled customer feedback and resolved issues promptly to ensure positive experiences.
- Participated in training sessions to develop knowledge of products and services offered.
- Maintained up-to-date knowledge of policies and procedures for effective service delivery.
- Supported promotional activities by sharing information about new services with members.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Guest Services Receptionist
Cascade Vacation Rentals-north Shore
05.2021 - 04.2022
- Managed guest check-in and check-out processes efficiently.
- Provided detailed information on local attractions and services to enhance guest experiences.
- Resolved guest inquiries and complaints promptly, ensuring high satisfaction levels.
- Coordinated with housekeeping and maintenance teams to ensure property readiness for guests.
- Utilized reservation systems to manage bookings and optimize occupancy rates.
- Implemented feedback systems to gather guest insights for service improvement initiatives.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Promoted a positive work environment by collaborating effectively with colleagues from diverse backgrounds.
- Assisted guests with special requests, ensuring a personalized and memorable stay at the hotel.
- Managed reservations effectively, optimizing room allocation to maximize occupancy rates.
- Demonstrated flexibility in handling unexpected scheduling changes, maintaining a high level of professionalism and adaptability to ensure seamless guest services.
- Utilized organizational skills to maintain an attractive lobby area, up-to-date information displays, and well-stocked refreshment stations for guests'' convenience.
- Collaborated with housekeeping and maintenance teams to address guest concerns and maintain room quality standards.
- Ensured smooth operation of telephone systems, managing multiple lines while providing outstanding customer service over the phone.
- Strengthened relationships with repeat customers through attentive service and recognition of their preferences.
- Handled high-pressure situations with professionalism, resolving guest complaints diplomatically and maintaining customer loyalty.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Education
GED -
ISD 166
Cook County MNSkills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Transaction processing
- Dispute resolution
- Account management
- Issue resolution
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 5 staff members.
- Achieved hosting and planning county events through effectively helping wit team and calibrations with the County, chamber and other county sources.
Interests
Nominated Heart of Hospitality for Cook County
This year I was nominated for the Chambers annal Gala Heart of Hospitality Award. This award is give to nominees with outstanding hospitality and customer service skills that have not gone unnoticed, and being nominated for this award is a testament to your dedication to providing exceptional experiences for our visitors and community members.
Timeline
Member Service Representative
YMCA
05.2022 - Current
Guest Services Receptionist
Cascade Vacation Rentals-north Shore
05.2021 - 04.2022
GED -
ISD 166