Sandra Dees
Marysville,CA
Summary
Proven Member Experience Associate at AAA Northern California, Nevada & Utah, I excel in fostering member engagement and satisfaction through exceptional communication and data entry proficiency. Collaboratively achieved goals and trained new associates, significantly enhancing digital adoption rates. Recognized for patience, composure, and exceeding performance targets, I embody a commitment to excellence in customer service.
Overview
26
26
years of professional experience
Work History
Member Experience Associate
AAA Northern California, Nevada & Utah
03.2010 - Current
- Educated members on the benefits of various programs and services, increasing engagement levels and retention rates.
- Provided exceptional service by understanding member needs and recommending appropriate products or services.
- Collaborated with 2-3 team members to achieve shared goals and improve overall member experience.
- Built strong relationships with members through clear communication, empathy, and active listening skills.
- Recognized for consistently exceeding performance targets, demonstrating a strong commitment to providing outstanding member experiences.
- Supported membership acquisition efforts by participating in promotional campaigns and outreach activities targeting prospective members.
- Addressed escalated concerns with professionalism and tact, restoring trust in our organization's commitment to customer satisfaction.
- Assisted members in navigating online platforms, resulting in a smoother user experience and higher digital adoption rates.
- Trained 10 new associates on best practices for delivering exceptional service, fostering a culture of excellence within the team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased customer satisfaction by providing personalized insurance solutions and exceptional service.
- Educated clients on the importance of various insurance products, enabling them to make informed decisions about their coverage needs.
- Collaborated with team members to achieve shared goals and improve overall member experience.
- Facilitated positive interactions between members by organizing events or activities that fostered a sense of community.
- Proactively identified potential issues affecting members, taking action to mitigate negative impacts on their experiences.
- Contributed to the development of new initiatives aimed at enhancing the overall member experience offering.
- Utilized CRM systems effectively to manage member information efficiently while maintaining strict confidentiality protocols.
- Participated in cross-functional teams focused on improving internal processes impacting Member Experience Associates'' ability to serve members better.
- Verified customer identification and documentation for compliant transactions.
Member Experience Associate
AAA Northern California, Nevada & Utah
11.1998 - 03.2010
- Educated members on the benefits of various programs and services, increasing engagement levels and retention rates.
- Provided exceptional service by understanding member needs and recommending appropriate products or services.
- Built strong relationships with members through clear communication, empathy, and active listening skills.
- Enhanced member satisfaction by promptly addressing concerns and providing personalized solutions.
- Assisted members in navigating online platforms, resulting in a smoother user experience and higher digital adoption rates.
- Trained 6 new associates on best practices for delivering exceptional service, fostering a culture of excellence within the team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service by providing timely responses to inquiries from agents, brokers, and clients alike.
- Ensured accurate policy documentation through meticulous data entry and verification procedures.
- Collaborated with 2-3 team members to achieve shared goals and improve overall member experience.
- Utilized CRM systems effectively to manage member information efficiently while maintaining strict confidentiality protocols.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Hogan High School
Vallejo, CA06-1980
Skills
- Patience and composure
- Exceptional communication
- Broad knowledge of Property & Casualty insurance, membership sales and service
- Strong computer skills
- Effective Decision Making
- Cross-functional support
Timeline
Member Experience Associate
AAA Northern California, Nevada & Utah
03.2010 - Current
Member Experience Associate
AAA Northern California, Nevada & Utah
11.1998 - 03.2010
High School Diploma -
Hogan High School
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