Customer Service Membership Manager
Resume:
Toyia McKinney-Allen
Tampa, FL *****
******@*****.***
To secure a position within an established company, in which I can pursue advancement by demonstrating my proven management and customer service skills. Work Experience
Talent Strategy Specialist
American Express - Remote
August 2022 to March 2023
• Worked independently and in small teams on project-based issues that impacted hiring and training new talent for Travel & Lifestyle Services
• Established the framework and best practices globally for Low Attrition Exit Interview project
• Led weekly global alignment meetings for data collection
• Created Excel spreadsheet to track global low-tenure-- attrition
• Team facilitated the interview process for Platinum associates and was responsible for over 3k new hires in 2022
• Worked closely with our Learning and Development team, Centurion team leads, hiring managers, and directors to make sure we were finding, bringing in, and keeping the best talent. Membership Manager Centurion Services
American Express - Remote
March 2020 to July 2022
• Serviced Card Member travel, card servicing, and concierge requests from beginning to end, displaying strong ownership and accountability while ensuring seamless delivery
• Strategically recommended personalized products and services tailored to the Members’ needs
• Built relationships with the Card Members while delivering outstanding customer service through every interaction
• Navigated multiple tools and effectively communicate through all customer channels
• Achieved accuracy with detailed and meticulous documentation
• Remained current with professional-level knowledge of the Centurion products, benefits, and current offerings
• Maintained awareness of industry trends and their impacts to the Travel and Lifestyle space
• offerings
• Consistently collaborated with other membership managers and align with portfolio managers to gain deep understanding of assigned portfolios' profiles, preferences, history, and expectations Travel Specialist Platinum Services
American Express - Remote
October 2018 to March 2020
• Provided exceptional customer service and understanding of the local and global premium travel market
• Continuously gave Card members timely, accurate, and relevant travel information.
• Managing Card member expectations.
• Delivered service above and beyond expectations.
• Possessed an understanding of Premium Travel-related areas such as geography and products.
• Drove the development of a patented Amex contact management software that is utilized globally.
• Successfully trained over 700 colleagues globally on the new system and held boot camp training for new hires and returning associates.
Personal Vacation Advisor
Walt Disney Parks and Resorts - Tampa, FL
August 2017 to October 2018
Created magical vacation planning experiences utilizing exemplary sales techniques, solid guest service skills, and strong attention to detail.
Meeting or exceeding established booking conversion rates, average handling time guidelines, and other performance metrics associated with the position.
Education
Criminology
University of South Florida
High School Diploma
Gaither High School
Skills
• CUSTOMER SERVICE (10+ years)
• RECEPTIONIST (6 years)
• RETAIL SALES (6 years)
• EXCEL (2 years)
• EXCELLENT COMMUNICATION SKILLS (10+ years)
• Microsoft Outlook (5 years)
• Microsoft Word
• Organizational Skills (10+ years)
• Cash Handling
• Serving Experience (10+ years)
• Upselling (10+ years)
• POS
• Guest Services (10+ years)
Additional Information
Skills
Experienced with Microsoft Office - Word/Excel/PowerPoint/Outlook Excellent communication skills, focusing on customer service Highly motivated and able to lead in a team environment Familiar with point of sale terminals
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