MSC Assistant Director

ANNA A. ROBINSON

**** ******** **** • Decatur, GA 30034 • 678-***-**** • **************@*****.***

SUMMARY OF QUALIFICATIONS

Detailed Organizer, Effective Communicator, and a Team Player

OBJECTIVE

To secure a position that will enable me to use my organizational/leadership skills, educational background, and ability to work well with people

PROFESSIONAL EXPERIENCE

YMCA of Metropolitan Atlanta Atlanta, GA

Member Service Center Assistant Director Jun 2016 – Present

Certified Team Leader for the online chat sector of the Member Service Center for the YMCA of Metro Atlanta

Supervise contact agents and assist in the day-to-day operations of the chat center via real time online chat and phone support

Manage and respond to membership and program inquiry emails received when chat service is offline

Assist branch staff with issues and/or inquiries about membership accounts and program registration

Communicates effectively with Member Admin, Recovery and branch staff pertaining to new membership and/or program information and processes

Adequately resolve escalated member issues and/or concerns related to membership accounts and/or program registrations

Responsible for billing of corporate accounts and processing special requests for branches and Metro staff

Promptly contacts IT and Spirit Help teams regarding phone outages and disruptions with membership software of Spirit, Online Spirit, and internet website

Periodically review past and real time agent chats to provide ongoing coaching to help improve employee performance and maintain efficiency

Interview and hire staff for the contact agent position for the MSC

Marketing/Contact Center Associate Jun 2014 – Jun 2016

Assisted current and prospective members using the online Contact Center for the Metro Atlanta YMCA association

Navigated members through the online website for all branches throughout the association

Directed members to the appropriate branch party to accurately resolve membership issues such as payments, cancellations, registration, etc.

Promptly and precisely resolved potential and active members questions regarding membership and programs

Aided branch associates with issues regarding membership sign-up and program registration

Carl E. Sanders Family YMCA at Buckhead Atlanta, GA

Membership Associate May 2013 – Apr 2015

Served as a primary partner in the YMCA's mission to provide programs and services to develop the spirit, mind, and body of members in the community

Promoted and sold YMCA memberships and programs to families and individuals

Developed meaningful relationships and actively engaged a diverse membership pool through meaningful dialogue and exchange

Performed membership duties such as properly scanning membership cards, guest passes, etc., answering phones, taking messages, and properly routing calls

Stayed updated and educated on current issues and events for all YMCA programs

ANNA A. ROBINSON

(Professional Experience Continued)

The Home Depot, Inc. Kennesaw, GA

Customer Service Representative - Phone Rep Oct 2012 – Apr 2013

Provided excellent customer service while handling inbound calls through order placement and product inquiry

Answered inbound calls from customers, quickly assessed their needs, and proactively provided solutions

Kept customers informed on the status of their order, resolved post-order errors such as returns and follow ups by following company policies and procedures

Through effective time management, assignments were met and accurately completed despite a large workload

Georgia State University, Gerontology Institute Atlanta, GA

Student Assistant/Clerical Aide Aug 2011 - Oct 2012

Provided knowledgeable information about the Gerontology Institute to potential undergraduate and graduate students

Performed clerical duties such as coping, filing, answering/routing phone calls, maintained student files, prepared mailings, and data entry

Maintained an organized and productive environment throughout the office

Aided faculty and staff during events, functions, and conferences

Georgia State University Atlanta, GA

Organizational Development & Consulting Services, HR Intern Aug 2011 – Dec 2011

Assisted in the preparation of training classes for a training development unit using logistical and analytical components

Complied monthly reporting reports

Collected data and feedback from evaluations

Updated Department's monthly training newsletter

CVS/Pharmacy Atlanta, GA

Engagement Champion/Service Excellent Hero Jun 2009 – Jun 2011

Trained associates on customer service standards, register procedures, and proper front line procedures

Engaged and maintained an effective partnership with store management and 10+ front end associates to ensure prompt, courteous and knowledgeable service to guests

CSR/Cashier Jun 2006 - Jun 2011

Demonstrated persuasive skills in retail sales by the use of product knowledge and excellent customer service

Processed transactions via cash or electronic payment

Provided floor support to customers

Replenished shelves with new products

Resolved customer experience issues appropriately and completely through creative solutions and protocol

EDUCATION

Capella University – Minneapolis, Minnesota Master of Psychology, Concentration in Child and Adolescent Development, Psychology, June 2023

Georgia State University - Atlanta, Georgia Bachelor of Arts, Psychology, May 2012

SPECIAL SKILLS

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)

References available upon request

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