MARY GARDNER
Coral Springs
Summary
Dedicated Member Experience Specialist with extensive experience in customer service and administrative support. Focused on enhancing member engagement and satisfaction through effective communication and relationship management. Expertise in identifying member needs, streamlining processes, and implementing innovative solutions to drive operational efficiency.
Overview
11
11
years of professional experience
Work History
Member Experience Advisor
Nations Benefits
Plantation
10.2024 - Current
- Delivered exceptional support to members navigating benefits and services.
- Delivered customer service to members by addressing inquiries and resolving issues promptly, contributing to improved member satisfaction.
- Collaborated with cross-functional teams to develop and implement member experience initiatives, enhancing service quality.
- Provided benefit information and maintained documentation for tracking, ensuring accessibility and accuracy for members.
- Processed orders and managed customer accounts to maintain seamless service continuity.
- Supported warehouse operations by managing order fulfillment processes.
Member Experience Advisor
RemX/Nations Benefits
Plantation
04.2024 - 10.2024
- Provided exceptional customer service to members, addressing inquiries and resolving issues in a timely manner.
- Supported members in navigating benefits and services, improving their understanding and utilization.
- Processed orders and managed customer accounts, contributing to increased member satisfaction.
- Provided benefit information and documented interactions to ensure accurate member support.
- Collaborated with cross-functional teams to enhance member experience initiatives.
Human Resource Administration
Teleperformance
Fort Lauderdale
07.2019 - 01.2024
- Managed day-to-day operations of Human Resources Office including recruitment, staffing, training, employee relations, and benefits administration.
- Collaborated with Human Resources department on personnel changes, ensuring accurate payroll calculations for terminations and promotions.
- Collaborated with Human Resources team members to ensure compliance with federal, state, and local employment laws.
- Maintained personnel files, ensuring compliance with legal requirements and safeguarding employee information.
- Collaborated with departments to develop and implement effective Human Resources systems, enhancing operational efficiency.
- Worked closely with other departments such as Human Resources, IT and Operations to ensure smooth functioning of regional operations.
- Participated in professional development opportunities related to human resources management topics.
- Assisted customer service with inbound and outbound calls regarding human resources inquiries.
Supervisor
Teleperformance
Fort Lauderdale
09.2018 - 07.2019
- Directed and supervised team of 15 employees to achieve operational goals.
- Ensured team compliance with company policies through daily operational oversight.
- Monitored key performance indicators to assess team productivity and engagement.
- Conducted performance reviews and delivered constructive feedback to enhance team development.
- Recruited, hired, trained, and mentored staff.
- Trained new staff on customer service protocols and operational procedures.
- Assisted in resolving customer complaints through effective communication and problem-solving.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
Quality Assurance Analyst
Teleperformance
02.2016 - 09.2018
- Conducted internal audits to ensure compliance with QA standards, enhancing overall quality assurance processes.
- Developed corrective and preventive action plans to resolve non-compliance issues.
- Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
- Collaborated with QA team to identify process improvement opportunities, contributing to enhanced team effectiveness.
- Partnered with team members to develop efficient workflows, supporting increased productivity and streamlined operations.
CSR
Teleperformance
Fort Lauderdale
10.2015 - 01.2016
- Assisted customers with inquiries, resolving issues promptly to enhance satisfaction.
- Handled escalated complaints, employing professionalism and empathy to restore customer trust.
- Resolved complaints by identifying issues and providing tailored solutions to meet customer needs.
- Utilized CRM software to track customer interactions and feedback.
- Maintained accurate records of customer interactions for reporting purposes.
- Documented customer interactions in company database for future reference.
Education
Correspondence -
Cornerstone-Christian Correspondence
Townsend, GA12-1999
High School -
McArthur High School
Hollywood, FL06-1995
Some College (No Degree) -
Florida Metropolitan University
Fort Lauderdale, FLSkills
- Member benefits management
- Customer account management
- CRM software
- Member support optimization
- Member feedback analysis
- Service improvement initiatives
- Healthcare
- Team collaboration facilitation
- Team development
- Problem solving
- Communication effectiveness
- Conflict management
- Relationship management
- Time management
Timeline
Member Experience Advisor
Nations Benefits
10.2024 - Current
Member Experience Advisor
RemX/Nations Benefits
04.2024 - 10.2024
Human Resource Administration
Teleperformance
07.2019 - 01.2024
Supervisor
Teleperformance
09.2018 - 07.2019
Quality Assurance Analyst
Teleperformance
02.2016 - 09.2018
CSR
Teleperformance
10.2015 - 01.2016
Correspondence -
Cornerstone-Christian Correspondence
High School -
McArthur High School
Some College (No Degree) -
Florida Metropolitan University