Carrie D. Sampson
Gravois Mills
Summary
Seasoned Senior Member Service Representative with solid background in customer service within financial institutions. Skilled in responding to inquiries, resolving problems and providing information on banking products and services. Strengths include exceptional communication skills, problem-solving abilities, and dedication to achieving customer satisfaction. Previous roles have demonstrated significant improvement in client relationship management through proactive engagement and strong interpersonal skills. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
27
27
years of professional experience
Work History
Senior Member Service Representative
Daxko
02.2021 - Current
- Handle workflows of members with returned/declined payments for 25+ clubs
- Coordinate all actions including the manual re-submission of member payments, manual addition of fees to member records, outbound telephone calls and emails to members
- Answer inbound telephone calls generated by our efforts
- Train new team members
- Create training documentation
- Incorporate ways to improve processes
- Assist other team members and team lead as needed
- Started assisting the Zen Planner Full-Service Billing team during the AAC conversion
- Assisted former AAC client clubs with transition to ZP – continued to assist those clients until my access to ZP expired and to this day will communicate with former AAC clients on behalf of co-workers to help resolve issues that arise
- Moved to Club Automation in May 2021
- Streamlined workflows, added playbooks
- Improved processes by reaching out to other teams to gather information and put it to use for the team
- Created a spreadsheet to assist the team with locating the correct club for inbound calls from members
Senior Client Services Representative & New Client Onboarding Specialist
Affiliated Acceptance Corporation
09.2003 - Current
- Company Overview: Daxko acquired AAC
- Involved in steps to onboard new clients
- Train new clients in the use of AAC products at times on site
- Teach new clients to read/use AAC reports including financial as AAC was a PAYFAC
- Answer client questions in a busy call queue
- Review and prepare member contracts for data entry
- Daxko acquired AAC
- Started with the company as a Customer Service team member and was able to move to client service within 6 months
General Office Assistant
Sunrise Title & Escrow
03.2002 - 07.2003
- Organize and maintain files for plats and restrictions
- Assist with title searches
- Responsible for bank deposits
Assistant Property Manager
Transnational Investments
Houston
01.2001 - 03.2003
- Show and lease apartments
- Run background and credit checks
- Collect Rents
- Process Evictions
- Coordinate Maintenance requests
- Conduct move in and move out inspections
- Skills: Rent Roll Software, Sales, Resolve tenant conflicts and concerns
Bartender/Manager
Lakehouse Inn
Laurie
08.1998 - 12.2000
- Customer service
- Ordering/Receiving/Inventory
- Book entertainment
- Create employee schedule
- Skills: Mixology, People skills, Conflict Resolution
Education
Esthetics -
Capitol School of Esthetics
Omaha, NE09.1997
Cosmetology -
Capitol School of Hair Design
Omaha, NE06.1996
High School -
Camdenton High School
Camdenton, MO05.1995
Skills
- Customer service expertise
- Call center experience
- Escalation handling
- Dispute resolution
- Strong empathy
- Training and mentoring
- Exceptional communication
- Member correspondence
- Complaint handling
- Relationship building
- Payment processing
- Member account management
- Multichannel communication
- Member onboarding
- Account management
- Workflow optimization
Certification
- Cosmetology, NE, MO
- Esthetics, NE, MO
Timeline
Senior Member Service Representative
Daxko
02.2021 - Current
Senior Client Services Representative & New Client Onboarding Specialist
Affiliated Acceptance Corporation
09.2003 - Current
General Office Assistant
Sunrise Title & Escrow
03.2002 - 07.2003
Assistant Property Manager
Transnational Investments
01.2001 - 03.2003
Bartender/Manager
Lakehouse Inn
08.1998 - 12.2000
Esthetics -
Capitol School of Esthetics
Cosmetology -
Capitol School of Hair Design
High School -
Camdenton High School
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