MARY BERNARD

• Executed engagement initiatives that increased patient satisfaction across healthcare services.

Delivered exceptional customer service by clearly communicating visit purposes, improving member understanding.

Resolved inquiries promptly, contributing to consistently high member satisfaction.

Facilitated member comfort by aligning clinicians with gender preferences.

Scheduled members for in-home health or online video consultations based on insurance networks.

• Delivered world-class service to members in every interaction, ensuring adherence to MCC call flow.
• Met or exceeded key performance indicators (KPIs) established by management.
• Actively monitors and works the call queue as required. Maintains a high quality and efficient workflow and ensures members are served quickly and professionally.
• Provides information to members and cross sells credit union products and services.
• Displayed a consistently professional, friendly, and helpful attitude toward members, colleagues, management, board members, and vendors.
• Demonstrated flexibility by providing coverage across multiple queues.
• Complete required training and seeks training opportunities to own initiative securing approval to attend from management if staffing permits.
• Maintains ongoing communication with manager, informing of any questions, problems, new developments and any other important information within the manager's area of responsibility.

• Managed client relationships from May 2017 to December 2018
• Cultivated member connections from December 2018 to September 2019
• Strengthened customer relationships From September 2019 to March 2022
• Processed deposits, withdrawals, and payments in teller line, ensuring accuracy and contributing to excellent customer experience. Cross-sold products and services tailored to member financial needs, and assisted with credit card, secured credit card, personal loan, car loan, and mortgage applications.
• Consistently met performance goals and credit union objectives while delivering exceptional customer service to members.

• Achieved sales targets by implementing effective promotional strategies.
• Managed store budget, payroll, and scheduling for part-time and full-time staff to ensure operational efficiency.
• Hired, trained and developed teams to enhance store performance.
• Received new inventory, ensured compliance with store standards, organized displays, maintained cleanliness, and coordinated merchandise repairs.
• Coordinated monthly events featuring DJs and models to enhance customer experience.

• Managed daily business operations.
• Developed, executed and managed store sales plan.
• Managed and developed store staff to achieve sales, profitability and development objectives.
• Motivated staff through guidance and support, facilitating internal promotions.
• Trained new staff members, both part-time and full-time, to ensure effective onboarding.
• Managed store payroll and budgets to ensure financial accuracy.
• Implemented merchandise displays to enhance in-store promotions.
• Delivered exceptional customer experience in high-traffic tourist area near cruise ship pier.
• Receiving new Inventory and entering through our system.