Member Support Agent

The department shut down. Laid Off April 30th, 2024. Renew AAA Memberships. Make outbound calls to assist existing and recently expired members in maintaining their annual memberships to the auto club. Duties: Renew members over the telephone using their credit or debit card. I used the resources provided to help members get accurate information about membership benefits and current membership. I entered the information in the company ticket system Zendesk. I accurately updated the phone system, Five9, with the appropriate call disposition after each call maintaining productivity standards and meeting appropriate metrics/renewals. I provided excellent Customer Service professionally and courteously. I used empathy and understanding. I discussed membership information, changes, and upgrades with members. I used Google Chat and Google Email to communicate with colleagues.

• Carry out Retail Merchandising jobs for several different stores around Roanoke, Virginia. • Arrange, stock/restock shelves with products, set up end of aisles according to planogram, flag products, merchandise posters, merchandise greeting cards, etc. • Coordinate and maintain great cooperative working relationships with store management and employees. • Utilize work portal to schedule all work, fill out/print reports and obtain all planograms and shipping information and documents. • Implement planograms. •Implement organizational skills. •Utilize time management. •Assist customers as needed and answering any questions. •Removed damaged, out-of-code, not-in-set and discontinued items from displays. •Design displays to deliver interactive, engaging and memorable store experiences for shoppers. •Organized store merchandise shelves and displays to promote and maintain visually appealing environments. •Stock merchandise, pricing and arranging according to planogram. •Respond quickly to all customer feedback. •Build a connection with local shoppers. •Provide excellent customer service and develop a professional working relationship with store management. •Provided excellent customer service by ensuring merchandise is properly displayed and assist customers in locating and/or ordering desired products. •Provide customer service while on-site and effectively communicate status of display to client management.

• Maintained Hallmark department store in retail ready condition. • Scanned daily shipments, sorted and put all product in specified pockets. • Kept department retail ready. • Performed discards for discontinued products. • Checked in all shipments. • Maintained good working professional relationships and communications with store employees and management. • Assisted customers in finding products and answering any questions. • Operated hand held computer to check in shipments, complete merchandising plans, look at Retail Operating Plans and Retail Merchandising Plans, view hours available, keep track of time worked, travel, track inventory, order and audit. • Performed season changeovers following a Retail Merchandising Plan and Execution Guide. • Occasionally assisted with installations or resets of Hallmark departments in other stores consisting of tearing down and rebuilding the Hallmark department. • Reaching, bending, stooping, lifting, pushing, pulling and carrying up to 50 lb boxes. • Complete season changeovers. •Implement organizational skills • Utilize time management. •Respond quickly to all customer feedback. •Build a connection with local shoppers. •Provided excellent customer service by ensuring merchandise is properly displayed and assist customers in locating and/or ordering desired products. •Provide excellent customer service while on-site and effectively communicate status of display to client management.

• Serve customer product samples of wine, beer, food and drinks. •Recommend products to customers, thoroughly explaining details. •Responded to customer requests for products, services and company information. •Offered advice and assistance to customers, paying attention to needs or wants. • Collected and analyzed customer information to prepare product or service reports. •Delivered prompt service to prioritize customer needs. •Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. •Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas. •Welcomed, greeted and assisted guests/customers in high traffic stores. •Maintained a professional appearance and provided excellent customer service; and developed a professional working relationship with store personnel. •Interact with consumers to provide information and assistance as needed to deliver exceptional customer service. •Demonstrate superior customer service as well as maintaining an exceptional display and presentation. •Provided excellent customer service and remained professional during the events.

• Performed demos/samplings for various products at Sam's Club and/or Walmart including, but not limited to Serta, Pantene, Dove, Pampers and Oil of Olay. • Sat up a promotional table display for product. • Keep track of inventory, greeted, demonstrated and promoted products and sales to store customers. • Tore down and cleared out work space. • Completed reports and mailed in to home office in a timely manner. •Provided great customer service and sales promotion. •Spoke with interested customers and provided additional product information. •Arranged demonstration areas to be appealing to attract attention of prospective customers. •Consistently kept working area clean and organized and returned items to proper locations following demonstrations. •Provided coupons, product samples and informational brochures to customers. •Demonstrated and explained products to persuade customers to complete purchases. •Prepared and delivered sleek and professional sales presentations to explain product benefits. •Recorded quantities of sample and coupon distribution. •Provided customer service using extensive knowledge of the products offered. •Learned products inside and out to give best possible demonstrations and answer consumer questions. •Maintained a professional appearance and provided excellent customer service; and developed a professional working relationship with store personnel.

(Previously located in Blacksburg, VA My name then was Kimberly Crigger) • Completed Nan McKay Rent Calculations Program. • Completed Housing Quality Standards Inspections Seminar. • Gathered and obtained all information required to qualify for HCV Program. Evaluated, screened preliminary applications & maintained waiting list. • Determined & re-determined eligibility for program participants. • Scheduled, rescheduled & maintained appointments. • Completed rent calculations for annual and interim re-exams involving gross income, medical expenses, assets and rental calculations. • Data Base Management using the Housing Computer Software Program to gather information and enter into data base • Operated Microsoft Programs (Typing 55 wpm) • Obtained and maintained up-to-date verifications. • Performed Housing Quality Standards Inspections out in the field. • Maintained, created, and coordinated various forms and documents pertaining to cases. • Worked closely with clients while maintaining professionalism and confidentially. • Performed all general office duties to include, but not limited to: faxing, copying, word processing, maintaining office equipment, working/speaking with program participants and potential participants, etc. •Assisted in all aspects of the Housing Choice Voucher Program to include verifications, rent calculations and property inspections. •Answering multi-line phone system by addressing needs, concerns, questions, scheduling appointments, etc. •Utilized time management. •Detail oriented. •Implemented organizational skills. •Analytical skills. Activly listening to program participants and prospective program participants, handled concerns quickly and escalated major issues to supervisor. •Offered friendly and efficient service, handled challenging situations with ease. •Conducted interviews with prospective participants to assess eligibility. •Obtained updated contact information from all subjects and verified data for accuracy.

Provided administrative support to management and sales.Developed/maintained great cooperative relationships with fellow employees, management, sales and customers.Communicated, provided and maintained excellent customer service and customer support to implement any schedule changes, ensured proper delivery instructions were followed and/or delivered in a timely, efficient manner.Maintained employee files, insurance and DOT records.Assisted with payroll functions and submitted to home office with 100% accuracy.Assisted with human resources by organizing and executing all new hire orientation, paperwork and verifications.Processed purchase orders.Data entry preparing and entering production data into data base.Very detail oriented with all paperwork.Organizational skills used in processing all tasks on schedule.Analytical skills with production data as well as payroll.Scheduled office equipment repair and maintenance to extend equipment lifespan and prevent unplanned downtime.Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.Created and updated records and files to maintain document compliance.Prepared mail and packages for shipment, pickup and courier services to expedite delivery.Routed business correspondence, documents and messages to correct departments and staff members.Maintained professional demeanor by staying calm when addressing unhappy or angry customers.Assisted in driving company success and achieving weekly bonuses by strengthening employee morale and motivation.Responded to customer requests for products, services and company information.Delivered prompt customer service by prioritizing customer needs and communicating empathy and understanding.Collaborated with sales team members to complete accurate orders and resolve item and/or delivery issues.Managed timely and effective replacement of damaged or missing products.

Assisted in payroll, purchasing, invoicing and accounts payable/receivable. Performed Data Entry in the Lab, answered multi-line phone system. Provided assistance to all Management and Office staff.