Jennifer Garrett

Members Services Team Lead

Sam's Club

Johnson City

09.2016 - Current

Led team in delivering exceptional member service and support.
Trained staff on service standards and operational procedures.
Collaborated with management to resolve member issues efficiently.
Coordinated schedules to ensure adequate coverage during peak hours.
Assisted in onboarding new team members with comprehensive training sessions.
Reviewed monthly financial statements for accuracy prior to submission.
Engaged directly with clients to fulfill requests, resolve conflicts, and direct non-customer service related inquiries to appropriate department and personnel.
Resolved escalated customer complaints or issues as needed.
Recruited, interviewed, trained and managed personnel in the Member Services department.
Facilitated cross-training among representatives to increase efficiency across teams.
Advised members on products, services, account information and billing inquiries.
Coordinated with other departments to ensure resolution of customer inquiries in a timely manner.
Conducted regular one-on-one meetings with representatives to review performance goals, objectives and job expectations.
Assigned tasks and monitored progress on projects assigned to the Member Services team.
Performed administrative duties such as maintaining records, preparing reports and tracking metrics for the department.
Provided feedback on employee performance reviews based on observation during shift work or calls handled by staff members.
Enhanced member relationships by providing excellent service during each interaction.
Helped members resolve account problems and navigate internal systems to handle routine needs.
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.
Processed cash and check deposits every day.