Member Support Associate II Resume Example Meritrust Credit Union

MEMBER SUPPORT ASSOCIATE II

Summary

Flexible, dedicated management professional with 12+ years experience in Operations. Adept at bridging performance gaps to complete business interests, developing process improvement initiatives, and conveying complex product development concepts in a simple and compelling manner. I have a track record of repeat promotion and proven talent for leading teams to achieve business objectives through outcome-focused training, supervision, and support.

Skills

Cost Reduction and Budgeting
Adaptability
Process Development and Implementation
Excellent Organizational Skills
Strong Leadership Skills
Outstanding Customer Service

Highly Effective Communication
Excellent Multi-tasking Skills
Analytical/Problem solving
Collaborative
Project Coordination
Quality Assurance

Activities and Honors

Behavioral Interview Certification
British Council Training Certification
License to Coach Certification
Frequently receive commendations from customers, colleagues, and superiors.

Experience

Member Support Associate IIFeb 2018 to Current
Meritrust Credit Union － Wichita, KS

Greets members in a courteous, professional manner. Presents a positive image of the Credit Union through a professional appearance and positive attitude.
Consistently reports to work on time, as scheduled.
Determines, meets and solves members' needs, problems and conflicts over the phone. Follow up when appropriate.
Meets set goals for cross sales, product penetration, services per household, ancillary products, investment services, and any other sales and service goals and objectives.
Maintains confidentiality in all Credit Union and member matters
Order/Block debit and credit cards.
Assists members with online banking.
Makes corrections and refunds on accounts when necessary, not to exceed the amount of two Insufficient Funds fees.
Directs calls to the appropriate departments as needed.
Processes stop payments and lien releases.
Conducts special services and account transactions for customers, including ordering checks and placing stop payment orders.
Promotes facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
Maintains optimal financial controls by securing funds and making accurate transactions.
Demonstrates expertise in identifying and mitigating potential fraud and transaction risks.
Explains bank services, financial products and applicable fees to customers.
Adheres to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
Recommends bank products and services to current and prospective customers.

Quality Monitoring SupervisorJul 2015 to Dec 2017
Starwood Hotels & Resorts － Wichita, KS

Monitored and evaluated 250+ calls, emails, and chats monthly while stationed at a home-based office with a high-speed internet connection.
Developed, coordinated, and managed project plans while providing status updates to Quality and Operations management in a timely manner.
Tracked and reported costs and other various event statistics for planned center events.
Maintained systems integrity to drive all items optimization to minimize cost.
Effectively used the QM Software's, NICE and Witness, to gather data to guide the Associates and their leaders.
Analyzed performance data through call listening and data analysis.
Advised management of issues and trends and recommended resolutions to improve call quality or integrity.
Maintained a strong level of expertise on policies and procedures of all call types.
Met and exceeded monthly productivity goals.
Collaborated with other departments to help improve performance metrics.
Successfully completed all assigned projects as requested by the QM Senior Supervisor.
Attended weekly collaboration call meetings to remain aligned within team scoring.

Reservations and Member Services SupervisorSep 2010 to Jul 2015
Starwood Hotels & Resorts － Wichita/Lancaster, KS/CA

Managed a team of 25+ Associates at a time.
Evaluated team's performance and provided consistent coaching and feedback to drive continuous improvement.
Assigned temporary schedule placements and helped maintain appropriate staffing levels to achieve business objectives according to administrative requirements.
Prepared documentation regarding Associates per the progressive discipline policy.
Planned, executed, and organized center wide events to help boost overall morale.
Tracked and reported costs and other various event statistics for planned center events.
Handled and resolved escalated corporate customer service calls.
Conducted team meetings to lead the team through changes and made sure they were aware of any issues or concerns which may affect their Guests.
Regularly recognized and celebrated performance success and team's performance with Associates.
Analyzed performance reports and daily statistics against established goals.
Attended Key Stakeholder (KSA) meetings and spoke to team performance.

Education and Training

Associate of Arts, Letters, Arts, and Sciences2004Antelope Valley College － Lancaster, CA, United States

Resume Overview

Companies Worked For:

Meritrust Credit Union
Starwood Hotels & Resorts

School Attended

Antelope Valley College

Job Titles Held:

Member Support Associate II
Quality Monitoring Supervisor
Reservations and Member Services Supervisor

Degrees

Associate of Arts , Letters, Arts, and Sciences 2004

Member Support Associate II Resume Example

Resume Score: 80%

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