Mary Dunaway
Beaumont,TX
Summary
Qualified Member Services Representative with many years in fast-paced customer service and call center environments. Personable and professional under pressure.
Helpful Member Service Representative diffusing volatile customer situations, the generating additional revenue, and building productive relationships with both staff and customers. Customer-centered and friendly professional with extensive background maintaining customer satisfaction and contributing to company success goals.
Thorough Member Services Representative recognized for applying communication strengths and upselling techniques to boost sales. Hardworking professional offering many years of experience rendering support and services to membership-based clients. Versed in investigating complaints and concerns, quickly processing orders, and cross-selling products.
Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive, and adaptable to changing conditions. Proficient in logistics regulations and procedures.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Member Service Representative
Neches Federal Credit Union
Beaumont
07.2022 - Current
- Greeted customers in a friendly and professional manner.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Answered incoming calls regarding membership benefits and services.
- Handled customer complaints in an efficient and courteous manner.
- Maintained accurate records of member interactions and transactions.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Verified identity information on new accounts using established procedures.
- Tracked customer feedback through surveys or other methods to identify trends or areas of improvement.
- Provided guidance to members on how best to use products or services offered by the organization.
- Monitored compliance with organizational security protocols when interacting with members.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Responded promptly to emails from members seeking assistance.
Key Holder
Areopostale
Beaumont, TX
09.2021 - 08.2022
- Ensured store was opened and closed in a timely manner according to company policies.
- Maintained accurate records of merchandise, inventory levels, sales, returns, and staff transactions.
- Provided customer service including cashiering, merchandising and restocking shelves.
Key Account Manager
Versona
Beaumont, TX
05.2018 - 09.2021
- Developed and implemented key account plans to meet customer needs and increase company profitability.
- Identified new opportunities for growth within existing accounts, as well as potential new customers.
- Conducted meetings with clients to discuss their objectives, challenges, and strategies.
- Collaborated with sales team members to develop solutions tailored to customer needs.
- Negotiated contracts with customers that balanced customer requirements with business objectives.
- Maintained a deep understanding of client products and services in order to effectively promote them.
- Monitored competitive activities within assigned accounts and communicated findings to management.
- Resolved conflicts between customers and other departments by identifying root causes and proposing solutions.
- Analyzed market trends, customer feedback, pricing strategies. to recommend changes in product offerings or services.
- Coordinated cross-functional teams for successful execution of projects related to large scale accounts.
- Established strong relationships with clients through regular communication and follow-up activities.
- Implemented processes that increased operational efficiency while maintaining quality standards.
- Provided training sessions for customers on how best utilize the company's products or services.
- Performed financial analyses of customer data in order to identify areas of improvement or cost savings.
- Cultivated client loyalty through consistent quality, productivity, exemplary service and proactive management.
Night Auditor
Hampton By Hilton
Beaumont, TX
11.2020 - 07.2021
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Maintained a secure environment for the protection of guests' property and assets.
- Assisted with the preparation of daily bank deposits for all departments within the hotel.
- Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Provided support to housekeeping staff by preparing keys for departing guests when requested.
- Prepared detailed audit reports at the end of each shift.
- Reported any discrepancies immediately upon discovering them.
- Received payments from customers via cash or credit cards.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Reviewed previous day's sales figures against current day's sales report before submitting it to management team.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
Education
GED -
Parkview Baptist High School
Baton Rouge, LA05-2014
Skills
- Membership renewals
- Issue Resolution
- Service Upselling
- Member retention
- Product Sales
- Account Management
- Product Recommendations
- Sales strategy
- Service Recommendations
- Customer Support
- Customer Service
- Call Documentation
- Quality Control
- Regulatory Compliance
- Direct Sales
- De-Escalation Techniques
- Order Processing
- Promotional support
- Calm and Professional Under Pressure
- Microsoft Office
- Multi-Line Phone Systems
- Customer Data Confidentiality
- Administrative and Office Support
- Invoice Preparation and Processing
- Customer Relationship Management (CRM)
- Customer service excellence
- In-store support
- Relationship Building
- Retail Marketing
- Product and service knowledge
- Document and Records Management
- Sales Transactions
- Credit card payment processing
- Work Prioritization
- Sales Quota Achievement
- Account updating
- Data Entry
- Understanding Customer Needs
- Professional phone voice
Timeline
Member Service Representative
Neches Federal Credit Union
07.2022 - Current
Key Holder
Areopostale
09.2021 - 08.2022
Night Auditor
Hampton By Hilton
11.2020 - 07.2021
Key Account Manager
Versona
05.2018 - 09.2021
GED -
Parkview Baptist High School