Richard Fallon
Scranton,PA
Summary
Dynamic Member Services Team Lead at Sam's Club with proven expertise in team management and policy enforcement. Enhanced member satisfaction through effective conflict resolution and strategic data analysis. Recognized for mentoring staff and driving performance improvements, fostering a collaborative environment that prioritizes customer needs and operational excellence.
Overview
10
10
years of professional experience
Work History
Member Services Team Lead
Sam's Club
05.2024 - Current
- Facilitated conflict resolution between various parties within the organization, fostering a collaborative work environment that prioritized the needs of each member.
- Analyzed data trends in order to anticipate potential challenges or areas where additional resources may be required.
- Coordinated with other departments to streamline information sharing, resulting in more efficient problem solving for members.
- Mentored junior staff members, empowering them with the skills needed to excel in their roles as Member Services Representatives.
- Enhanced member satisfaction by effectively addressing and resolving member issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Member Services Manager
Sam's Club
02.2024 - 05.2025
- Oversaw the recruitment, hiring, onboarding, and ongoing training processes for new team members, helping build a skilled workforce committed to delivering excellent results for our organization's members.
- Enhanced communication among team members, which resulted in increased efficiency and productivity.
- Managed a team of staff members, providing coaching and professional development opportunities, resulting in overall improvement in performance metrics.
- Improved member satisfaction by addressing concerns and providing timely resolutions.
Tire and Battery Team Lead
Sam's Club
05.2021 - 02.2024
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Customer Service Representative
Comserve Systems
01.2019 - 05.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Tire and Battery Technician
Sam's Club
11.2018 - 05.2021
- Increased customer satisfaction by providing timely and comprehensive technical support for all battery-related inquiries.
- Efficiently managed multiple work orders simultaneously while maintaining high-quality standards for each completed task.
- Participated in ongoing training programs to stay current with industry trends and best practices.
- Repaired and replaced worn and damaged tires.
Merchandise Associate
Sam's Club
06.2017 - 11.2018
- Transported merchandise to sales floor and restocked shelves, racks and bins.
- Increased customer satisfaction by providing exceptional service and maintaining a clean, organized sales floor.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Answered member questions regarding store merchandise, department information, and pricing.
Frontline Member Associate
Sam's Club
09.2016 - 06.2017
- Identified opportunities for process improvements, leading to more efficient operations within the department.
- Collaborated with other departments to resolve complex issues, resulting in improved member experiences.
Produce Associate
Sam's Club
06.2016 - 09.2016
- Stocked fruits and vegetables and removed old or poor quality products.
- Maintained high standards of cleanliness throughout the produce department, adhering to all health code regulations for food handling.
- Assisted members with price checking fruits and vegetables and finding requested items in department.
- Enhanced member satisfaction by providing efficient, friendly service and maintaining a clean, organized produce section.
Frontline Member Associate
Sam's Club
04.2016 - 06.2016
- Demonstrated a strong work ethic and commitment to upholding company values in all interactions with members, colleagues, and supervisors.
- Managed multiple tasks simultaneously without compromising quality or accuracy of work performed.
- Worked collaboratively across departments toward shared objectives that ultimately benefited both internal stakeholders and external clients/members alike.
General Laborer, Industrial
Express Employment Professionals
01.2015 - 10.2015
- Collaborated with team members to complete tasks efficiently, supporting overall project objectives and deadlines.
- Demonstrated versatility in handling various job assignments, successfully adapting to different roles as needed within the team structure.
- Demonstrated adaptability by quickly learning new skills and techniques as required for specific projects or roles within the team.
- Adhered to company guidelines regarding personal protective equipment use, minimizing risk of injury on the job site.
Education
Bachelor of Science - Business Management
Lackawanna College
Scranton05-2019
Associate of Science - Accounting
Lackawanna College
Scranton, PA05-2017
Skills
- Team management
- Policy enforcement
- Sales support
- Call center experience
- Customer support
- Complaint handling
- Issue resolution
- Product knowledge
Timeline
Member Services Team Lead
Sam's Club
05.2024 - Current
Member Services Manager
Sam's Club
02.2024 - 05.2025
Tire and Battery Team Lead
Sam's Club
05.2021 - 02.2024
Customer Service Representative
Comserve Systems
01.2019 - 05.2021
Tire and Battery Technician
Sam's Club
11.2018 - 05.2021
Merchandise Associate
Sam's Club
06.2017 - 11.2018
Frontline Member Associate
Sam's Club
09.2016 - 06.2017
Produce Associate
Sam's Club
06.2016 - 09.2016
Frontline Member Associate
Sam's Club
04.2016 - 06.2016
General Laborer, Industrial
Express Employment Professionals
01.2015 - 10.2015
Bachelor of Science - Business Management
Lackawanna College
Associate of Science - Accounting
Lackawanna College
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