Robin Walder

• Provided excellent customer service by responding to inquiries promptly and professionally.
• Responded promptly to emails from members seeking assistance or requesting additional information about the organization's offerings.
• Conducted surveys to measure customer satisfaction levels regarding services provided.
• Researched industry trends in order to identify opportunities for growth within the membership program.
• Maintained up-to-date knowledge of company policies related to membership services.
• Promoted effective issue resolution regarding employees or members through active listening and dynamic communication skills.
• Oversaw membership data system to keep information updated and complete.
• Coached and mentored all employees to be engaging, pleasant, and helpful to new and existing members, which improved service expectations.
• Assisted customers during selection process and helped choose perfect products to meet individual needs.
• Communicated effectively with clientele to maintain customer satisfaction and loyalty.
• Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
• Exceeded sales goals using consultative sales talents and effectively explaining programs and services to generate interest.
• Forecasted sales for different accounts and managed inventory to ensure sufficient products at each site.
• Reached out to customers to set up appointments, check on satisfaction and suggest additional offerings.
• Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
• Negotiated and closed deals with minimal oversight.
• Scheduled and attended weekly appointments with clients.
• Developed and implemented restructuring solutions, training programs and process improvement initiatives to boost performance.
• Participated in training sessions to improve product knowledge and sales techniques.
• Assisted with recruitment activities by evaluating potential candidates' qualifications.
• Maintained up-to-date knowledge of relevant technologies used by the organization.
• Monitored quality assurance metrics throughout the training process, ensuring accuracy of information provided.
• Facilitated discussions among staff members regarding challenges related to job performance.
• Conducted team training sessions, providing instruction on effective communication and problem-solving techniques.
• Created individual learning plans to address gaps in employee knowledge and skillsets.
• Provided guidance to team members on best practices in customer service.
• Collaborated with management to identify areas of improvement in organizational processes.
• Provided support to other trainers in delivering courses or workshops as needed.
• Tracked attendance records for all team trainings and reported results to supervisors.
• Demonstrated job-specific tasks and explained policies to many associates each quarter.
• Trained employees on additional job positions to maintain coverage of roles.
• Stayed up to date on requirements of all team positions to optimize training.
• Instructed new team members on correct procedures for operations.
• Facilitated conflict resolution exercises to promote a positive work environment.
• Assessed trainee competencies, certifying those ready for customer interaction.
• Provided ongoing mentorship to crew members, enhancing team performance.
• Adapted training approaches to accommodate individual learning needs.
• Supported the integration of new technology and software into training curriculum.
• Organized team-building activities to foster communication and collaboration.
• Monitored employee progress, offering constructive feedback for improvement.
• Provided constructive feedback and one-on-one coaching to employees.
• Evaluated the effectiveness of training programs, making adjustments as necessary.
• Guided employees through change management processes during upgrades or rollouts.
• Led by example, upholding company policies and exemplifying desired behaviors.
• Assisted in creating a motivational atmosphere that encouraged team growth.
• Ensured all training activities complied with health and safety regulations.
• Developed and implemented strategies to enhance team performance, improve processes and boost results.
• Demonstrated proper use of equipment, ensuring safety and efficiency.
• Conducted comprehensive training sessions for new hires on operational procedures.
• Maintained detailed records of training sessions and participant progress.
• Acted as a liaison between crew members and management, facilitating open communication.
• Coordinated with management to identify training needs and opportunities.
• Explained goals and expectations required of trainees.
• Monitored, evaluated and recorded training activities or program effectiveness.
• Maintained strong knowledge by participating in workshops, conferences, and online education classes.
• Obtained and organized manuals, guides and visual materials for development and training purposes.
• Assessed training needs through surveys, interviews with employees or focus groups.
• Coordinated recruitment and placement of training program participants.
• Created and offered additional materials to enhance training.
• Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
• Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
• Participated in and attended meetings or seminars to obtain information for use in training programs.

• Responded promptly to emails from members seeking assistance.
• Attended training sessions regularly to stay abreast of changes in company policies or procedures.
• Assisted colleagues with tasks as needed during peak times of activity.
• Adhered to all applicable policies, procedures, regulations, and laws.
• Greeted customers in a friendly and professional manner.
• Maintained accurate records of member interactions and transactions.
• Assisted with the opening of new accounts and processed account maintenance requests.
• Participated in team meetings to discuss customer service strategies and goals.
• Referred complex issues to management for resolution.
• Answered incoming calls regarding membership benefits and services.
• Answered member questions about products and services.
• Followed up with customers after their interaction with the organization's services.
• Reviewed new account applications to verify eligibility of prospective members.
• Leveraged software and systems to research and resolve member inquiries.
• 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.
• Updated databases with new and modified customer data.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Conferred with customers by telephone or in person to provide information about products or services and take orders.
• Updated system with order specifics and customer details, preferences, and billing information.
• Surpassed sales goals through implementation of successful marketing strategies.
• Mentored junior team members and managed employee relationships.
• Exceeded established service goals while leveraging customer service, sales and employee management best practices.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Provided top quality control and eliminated downtime to maximize revenue.
• Utilized job-related software to prepare change of address records and issue service discontinuance orders.
• Prepared and evaluated CRM reports to identify problems and areas for improvement.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Presented existing and prospective customers with valuable service or product information to aid in decision-making.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Supported sales team members to drive growth and development.
• Recommended improvements in products, service and billing methods to management to prevent future problems.
• Collaborated with sales team members to stay current on inventory levels and resolve item issues.
• Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

Responsible for all aspects of sales . Promoting Lessons, coordinating schedules for equestrian Lessons, marketing tables at events , Billing and payments as well as identified potential customers through marketing and utilized followup tactics to ensure sales of either lessons leasing or boarding at the equestrian facility. I also coordinated all after care and followup to maintain positive customer relations while building a confident and positive business relationship.

• Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
• Successfully led key projects which resulted in expansion of services and events offered for the clientele
• Monitored multiple databases to keep track of all company inventory
• Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Supported Adult living was an Independent living model for those affected with mental Health , Drug/alcohol or homelessness throughout the city of Philadelphia Primarily. My job as a case manager was to coordinate with an identified population to secure appropriate independent living housing and the coordinate what supports the individual would need inside their home as well as coordinate all the individuals appointments and medications. while completing these tasks helping the individual determine what improvements of their quality of life they wanted or needed. This position required quick thinking, significant attention to detail as well the ability to adjust reactions and responses based on how receptive the individual was to the topic of discussion or intervention.

• Provided outstanding client service to new and long-standing participants by attending closely to concerns and developing solutions
• Documented weekly updates to management on renewal progress, at-risk renewals and renewals forecast
• Provided onsite training , problem solving or interventions as needed. i found that an immediate response builds a very good customer / client based relationship for trust