Amanda Wilson-Hillier

• Implemented creative solutions driving a superior member experience.
• Coordinated special events and promotions aimed at boosting membership numbers and overall satisfaction levels
• Oversaw daily operations of the Membership Services department, ensuring high-quality service delivery at all times.
• Supervised a diverse team of Membership Services Associates, promoting teamwork and fostering a positive work environment.
• Enhanced member satisfaction by promptly addressing concerns and providing personalized solutions.
• Conducted regular performance evaluations for team members, providing constructive feedback for continued growth.
• Regularly reviewed membership policies and procedures, suggesting adjustments as needed based on industry best practices or changing organizational needs.
• Contributed valuable insights during strategic planning sessions, ensuring membership services remained aligned with organizational goals and objectives.
• Assisted prospective and established members in person or by telephone.
• Helped members navigate systems, pay for services and resolve different concerns.
• Led tours of facility to show prospects amenities and other benefits of membership.
• Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
• Maintained up-to-date knowledge of products and services offered to customers.
• Communicated customer feedback and complaints to team members to promote proper resolution.
• Trained and coached sales team members on best practices for customer service and sales techniques.
• Facilitated regular team meetings to discuss challenges, successes and strategies.

Assisted local businesses with client services.

Handled primary responsibilities in sales and merchandising on the retail front line.

Oversaw inventory control for both wholesale and consignment items.

Administered procedures for staff schedules and payment.

Oversaw front line customer interactions for individuals and tour groups.

• Maintained confidentiality of sensitive company information while handling sensitive documents and communications.
• Ensured accuracy in data entry tasks, resulting in improved record-keeping and reduced errors.
• Increased department efficiency by managing correspondence, answering phones, and directing inquiries to appropriate personnel.
• Prioritized daily tasks effectively to meet deadlines consistently without compromising quality or detail.

Addressed concerns of policyholders efficiently.

Evaluated call performance to ensure compliance with language standards for French and English agents.