Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tori Young

Pilot Mountain,NC

Summary

Dynamic Member Service Manager at Walmart/Sam's Club with a proven track record in enhancing member satisfaction and retention. Skilled in claims management and effective communication, I implemented innovative programs that significantly reduced turnover and improved team performance. Committed to fostering collaboration and mentoring, I drive results through strategic problem-solving and organizational excellence.

Experienced with member service management, focusing on customer satisfaction and operational excellence. Utilizes strong communication and leadership skills to boost team performance and improve service delivery. Track record of resolving member issues efficiently and maintaining high standards of service.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Member Service Manager

Walmart/Sam's Club
12.2002 - 10.2024
  • Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
  • Administered front-end service area, properly handled claims, returns and zoning areas, maintained merchandise and controlled shrink and damage.
  • Organized staff meetings regularly aimed at discussing challenges encountered and brainstorming solutions together as a team.
  • Generated monthly reports covering areas such as payment and demographics.
  • Served as a key liaison between members and upper management, ensuring effective communication of concerns and suggestions.
  • Enhanced member satisfaction by addressing inquiries and resolving issues promptly.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Recruited, hired, scheduled, evaluated and promoted service representatives, building strong relationships with team while promoting open door policy.
  • Developed strategies to increase membership retention rates, leading to higher overall revenue for the organization.
  • Developed training materials and facilitated onboarding sessions for new hires, ensuring a seamless integration into the team.

Education

No Degree - Radiology

Forsyth Technical Community College
Winston-Salem, NC

Skills

  • Benefits Assessment
  • Customer Support
  • Effective written and verbal communication
  • Claims Management
  • Insurance background
  • Coaching and mentoring
  • Effective Organizational Skills
  • Compliance management
  • Teamwork and collaboration
  • Time management
  • Problem-solving
  • Decision-making

Certification

  • ServSafe Food Handler's Certification

Timeline

Member Service Manager

Walmart/Sam's Club
12.2002 - 10.2024

No Degree - Radiology

Forsyth Technical Community College

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Tori Young