Dondra Walker
Ellicott City
Summary
Dynamic Member Service Representative with a proven track record at Y of Central Maryland, excelling in customer support and dispute resolution. Recognized for enhancing member experiences through effective communication and relationship building. Skilled in account reconciliation and committed to continuous process improvement, ensuring high satisfaction and loyalty among members.
Overview
9
9
years of professional experience
Work History
Member Service Representative
Y of Central Maryland
08.2016 - Current
- Delivered exceptional member support through effective communication and problem-solving skills.
- Managed member inquiries across various channels, ensuring timely and accurate responses.
- Facilitated onboarding process for new members, enhancing their initial experience with services offered.
- Collaborated with team members to streamline service delivery and improve overall efficiency.
- Trained and mentored junior staff on best practices in member service operations.
- Conducted membership renewals, maintaining accurate records and ensuring compliance with policies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Identified and resolved discrepancies and errors in customer accounts.
- Sought ways to improve processes and services provided.
Education
High School Diploma -
St Jean Baptiste High School
New YorkSkills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Dispute resolution
- Account reconciliation
- Membership renewals
- Member correspondence
- Calm and professional under pressure
- Understanding customer needs
- Product knowledge
Timeline
Member Service Representative
Y of Central Maryland
08.2016 - Current
High School Diploma -
St Jean Baptiste High School