Manager/Customer Service Manager/Member Experience Manager
Resume:
Tami Henline
Customer Service Representative
***********@*****.*** • 410-***-****
• Lake Stevens, WA, 98258
Highly dedicated and customer-focused professional with extensive experience overseeing all aspects of customer service and delivery within top-tier organizations. Expert at providing exceptional service to clients, by answering multi-line phone and maintaining accurate and professional records. Ability to complete all assigned tasks within given time frame to ensure attainment of all sales objectives. Capable of working independently and with team members on assigned tasks as well as to accepting direction on given assignments. Proficient at building and maintaining positive relationships with team members and customers at all levels by leveraging strong communication skills. Areas of Expertise
Customer Service Delivery
Conflict Management
Sales Management
Customer Satisfaction & Retention
Team Building & Leadership
Time Management
Customer Record Management
Relationship Management
Multitasking
Professional Experience
Cabela's Bass Pro – Marysville, WA 2022 – 2023
Membership Sales Manager
Organized and initiated all bass pro shops and Cabela’s club operational and compliance programs. Steered performance and compliance by improving execution of all department functions. Functioned as leader for CLUB instant issuance process, including coaching others on all inventory management procedures. Acted as primary CLUB liaison to retail leadership team for updates on all performance and promotions information associated with Bass Pro Shops and Cabela's CLUB. Motivated and inspired outfitters by providing key tools to be successful with referrals and supported in implementation of organizational and store level programs for recognition.
● Ensured success around referral programs by managing various activities such as developing effective training, managing performance, incentives, and recognition.
● Created outfitters through scheduling, recruitment, hiring, training, coaching, performance appraisals, and issuing appropriate disciplinary steps as required.
● Incorporated CLUB benefits into conversations by answering customers questions, handling customers concerns, and escalates customers issues for resolution.
● Successfully executed all training, communication, account servicing, marketing material, and payments at retail store. Anytime Fitness – Lake Stevens, WA 2016 – 2022
Member Experience Manager
Opened staff office and planned daily schedule around appointments of potential members coming in to tour facility and provided information on memberships. Reviewed and analyzed security video for potential infractions and handling issues accordingly. Coordinated with interested individuals who filled out forms on website or Facebook and scheduled appointments for tours. Accountable for arranging and managing delivery and return of supplies on weekly basis, while maintaining proper inventory control. Acted as liaison between employees and owners when needed. Handled incoming mail, employees scheduling, and anything else needed by owner.
● Successfully marketed and sold memberships to potential clients, while arranging appointments for them to receive fitness consultations with personal trainer at later date.
● Troubleshooted electronic equipment, computers, iPads, and workout equipment to schedule maintenance/repairs.
● Managed daily operations of highly active 24-hour gym with a large volume of customers.
● Communicated with members every 30-45 days depending on presence in gym. Page 2 2
Walmart – Marysville, WA 2014 – 2016
Cashier/Customer Service/Customer Service Manager
Performed all cashier responsibilities, including sending cashiers on breaks, and closing down departments and registers. Handled returns and delivered cash back, gift card and merchandised replacements at each transaction. Reviewed and processed bill payments to give money orders or money transfers. Provided outstanding support to organize and return merchandise to its proper location within store.
● Accepted payments for groceries, household items, electronics, and gardening supplies through variety of methods, including cash, credit cards, gift cards, and checks.
● Promoted from cashier to customer service in very short time by showcasing exceptional performance. Additional Experience
Coach/Trainer at Curves – Portsmouth, VA
Education
High School Diploma in General Studies
Phoebus High School – Hampton, VA
High School Diploma/GED in General Studies and Journalism Phoebus High School – Hampton, VA
Licenses & Certifications
AED Certification
First Aid Certification
CPR Certification
Food Handler Certification
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