Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Natalie McClung

Ona,WV

Summary

Helpful Member Service Representative diffusing volatile customer situations, generating additional revenue and building productive relationships with both staff and customers. Customer-centered and friendly professional with four-year background maintaining customer satisfaction and contributing to company success goals.

Overview

4
4
years of professional experience

Work History

Member Service Representative

Planet Fitness
Barboursville, WV
03.2024 - 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.
  • Provided guidance to members on how best to use products or services offered by the organization.
  • Assisted colleagues with tasks as needed during peak times of activity.
  • Participated in team meetings to discuss customer service strategies and goals.
  • Answered member questions about products and services.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Presented and explained services and products to meet member needs.
  • Consulted with customers regarding needs and addressed concerns.
  • Offered exceptional customer service to differentiate and promote company brand.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Mentored junior team members and managed employee relationships.

Assistant Manager

Planet Fitness
Barboursville, WV
07.2023 - 02.2024
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Ensured compliance with safety regulations and company policies.
  • Managed customer service inquiries and complaints in a timely manner.
  • Resolved conflicts between team members in an effective manner.
  • Maintained up-to-date knowledge of company products and services.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Communicated regularly with customers to gain insights into their needs.
  • Analyzed data from surveys or feedback forms to identify opportunities for improvement.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Served as a liaison between staff members and senior management personnel.
  • Delegated daily tasks to team members to optimize group productivity.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Coached team members and delivered constructive feedback to promote better productivity and build confidence.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated work to staff, setting priorities and goals.
  • Recruited and trained new employees to meet job requirements.

Eyewear Consultant

LENSCRAFTERS, Luxottica Group
Barboursville, WV
05.2020 - 03.2022
  • Provided customer service to eyewear shoppers, answering questions and addressing concerns.
  • Assisted customers in selecting frames that best fit their facial features and lifestyle.
  • Organized merchandise displays to attractively showcase products.
  • Performed daily inventory of stock and restocked shelves as needed.
  • Explained product features, benefits, warranties and return policies to customers.
  • Maintained a clean and organized work area for customers' convenience.
  • Processed payments for purchases accurately utilizing point-of-sale systems.
  • Provided training on proper frame selection techniques to new employees.
  • Advised clients on current fashion trends in eyewear styles and colors.
  • Resolved customer complaints in a timely manner while maintaining excellent customer service.
  • Collaborated with optometrists or ophthalmologists when fitting lenses or frames.
  • Participated in team meetings discussing strategies for improving sales and customer experience.
  • Processed eyeglasses orders and monitored status to verify and notify patients for dispensing.
  • Maintained inventory and optical retail area to provide safe, clean, organized and inviting environment for patients and practice.
  • Calculated insurance co-pays based on eligibility, prepared work orders for optical lab and verified, dispensed and adjusted eyeglasses.
  • Followed-up on patient progress of adapting to dispensed eyewear and performed adjustments and repairs.
  • Applied knowledge of frames, lens designs and materials to assist patients in selection of eyewear.
  • Measured pupillary distances, segment heights, lens base curves and frame size for eyeglasses fabrication.
  • Greeted customers to determine wants or needs.
  • Cleaned shelves, counters and tables to maintain organized store.
  • Answered store and merchandise questions and led customers to wanted items.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Computed purchases and received and processed cash or credit payment.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Ticketed, arranged and displayed merchandise to promote sales.
  • Placed special orders or called other stores to find desired items.
  • Watched for and recognized security risks and thefts to prevent or handle situations.

Education

Bachelor of Arts - Psychology

Marshall University
Huntington, WV
05-2021

Skills

  • Membership renewals
  • Member retention
  • Issue Resolution
  • Service Upselling

Accomplishments

  • Values Recognition Award

Timeline

Member Service Representative

Planet Fitness
03.2024 - Current

Assistant Manager

Planet Fitness
07.2023 - 02.2024

Eyewear Consultant

LENSCRAFTERS, Luxottica Group
05.2020 - 03.2022

Bachelor of Arts - Psychology

Marshall University

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Natalie McClung