San Jose, California, United States
+10 years experience in Customer Service, Hospitality, Medical Device & Diagnostic Industry serving multiple cross-functional groups and time zones. Excellent reputation in problem solving, improving customer satisfaction, and driving overall operational improvements.
Responsible for the development and implementation of the clubs marketing and sales objectives programs market research concept positioning, promotion and public relations, and to meet or exceed membership performance objectives. Essential Functions and Accountabilities: • Responsible for achievement of Membership Department’s sales plan, goals and objectives. • Timely follow-ups with new Members for the purpose of acquiring a prospective Member referrals. • Preparation of all collateral and documentation for review and approval for all membership programs for the Club in accordance with membership policy and procedure. • Accountable for the formation and function of a Membership Committee whose purpose is geared towards the generation of prospects and new members. • Partners with all Member, Board Member, and prospective Member communication with regard to membership sales programming, to be executed in congruence with communication guidelines. • Represents the Club in community activities and organizations (i.e. Chamber of Commerce) to provide community awareness of the Club and to develop sources for prospective Club Members. • Interfaces with Board of Governors, Club Management and staff and all Club personnel to enhance awareness of the Club’s membership needs and objectives; to solicit support for the attainment of these objectives; and to solicit input and feedback which will aid in the enhancement of Member usage and member satisfaction levels within the Club. • Organize New Member Right Start Program. Organize information dissemination through program fact sheets for all Members and Employee Partners. • Respond to Member complaints/ suggestions. Help MRD organize and implement Member Retention Plan. • Attend all staff meetings and General Employee meetings as established by the Club Manager. Work Closely with the entire staff and the Club to ensure the Members are receiving the best in Member Services.
Vendor Management: Manage daily operations to align with business KPI’s. Create programs, provide education and additional training. Collaborates with cross functional members to support, develop and implement programs. Focus on Customer Engagement, Retention, and Acquisition. •Experience in Call Center Management and Operations with 7 years of technical support. Able to manage performance metrics including service level, abandon rate, AHT, and quality monitoring. •Managed team of 7 supervisors and 100 employees. •Responsible for hiring/ firing, ongoing training of new hires, and training of tendered employees. •Coordinates with team members, collectively, as well as on an individual basis, to monitor progress in meeting objectives, track performance, coach, and recognize team and individual successes. •Able to simplify complex operations into repeatable processes. •Created test cases globally as well as performs testing validations for system applications, internal documents, and new product launches for cross-functional teams. • Prepare business reviews and deliver presentations to senior management regarding operations. •Executed Special Projects as determined by Management.
Accustomed to working in a metric driven, high performance environment that focuses on service levels, response times, wrap, average handle time, quality monitoring, and customer satisfaction. Offers support for 8 product lines and assists customers, daily, with their diabetic related needs, from the end user to product distributors. Ensures efficiency and regulatory compliance, as well as protocol adherence. Responsibilities also include reporting potential adverse events to the FDA and internal partners. • Manage team of 15 employees • Coordinates with team members, collectively, as well as on an individual basis, to monitor progress in meeting objectives, track performance, coach, and recognize team and individual successes.
Provide technical support to LifeScan Customers on the Health Care and Data Management and end user 800 number, as well as support for professional sales staff regarding technical decisions where thorough systems, products and compliance judgment is required Comprehensive knowledge of LifeScan's products and services including understanding of reagent chemistry and clinical performance of blood glucose testing technologies, application software, computer operating environments, hardwire & wireless communications, and computer workstation hardware and peripherals
Manage and maintain patient information. Contact insurance company for billing inquiry, process account payable and receivable. Generate all office reports on daily and monthly basis.