senior member service representative resume example with 14 years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

  • Account Management
  • Membership Renewals
  • Data Entry
  • Creative Problem Solving
  • Courteous with Strong Service Mindset
  • Efficient and Detail-Oriented
  • Verbal and Written Communication
  • Building Customer Trust and Loyalty
  • Issue and Complaint Resolution
  • Multitasking and Prioritization
  • Data Entry and Maintenance
  • Customer Account Management
  • Upbeat and Positive Personality
  • Customer Service
  • Transaction Processing
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
  • Needs Assessment
  • Customer Support
  • Microsoft Office
  • Computer Skills
  • Time Management
  • Team-Oriented and Cooperative
  • Regulatory Compliance
  • Inventory Management
  • Patient and Empathetic
  • Teamwork and Collaboration
  • Document and Records Management
  • Work Prioritization
  • Excellent Attention to Detail
Education and Training
University of Phoenix Phoenix, AZ, Expected in 07/2009 Associate of Arts : Healthcare Management - GPA :
University Health System - Senior Member Service Representative
San Antonio, TX, 11/2021 - Current
  • Answered member questions about products and services.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Processed cash and check deposits every day.
  • Presented and explained services and products to meet member needs.
  • Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
  • Offered exceptional customer service to differentiate and promote company brand.
  • Audited customer account information to identify issues and develop solutions.
  • Delivered quality service by assessing, advising and assisting credit union members.
  • Profiled members to uncover opportunities for additional business.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Supported sales team members to drive growth and development.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Collected deposits or payments and arranged for billing.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Mentored junior team members and managed employee relationships.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Consulted with customers regarding needs and addressed concerns.
  • Counted currency, coins and checks received, by hand and by using currency-counting machines, to prepare them for deposit and shipment to branches and/or the Federal Reserve Bank.
  • Monitored cash vaults to ensure cash balances were correct.
  • Processed ATM deposits and reconciled against records.
  • Contributed to fraud detection.
  • Adhered to security and regulatory requirements surrounding financial transactions.

Truist Financial Corporation - Phlebotomist Level III
Stockbridge, GA, 01/2011 - 11/2021
  • Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
  • Identified patients using proper procedures prior to specimen collection.
  • Prepared and packaged specimens for courier transport.
  • Maintained fully-stocked phlebotomy cart, carrier and station.
  • Delivered quality patient care by completing accurate and timely collection and transport of clinical specimens according to established procedures.
  • Obtained blood samples for medical testing and transfusion through venipuncture or capillary puncture.
  • Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
  • Promoted blood specimen integrity for laboratory testing using accurate selection of collection tubes and correct technique.
  • Transported specimens following established protocol for temperature and light.
  • Observed patient for unusual reactions or events to take appropriate action under established guidelines.
  • Collected specimens for drug screens, paternity tests and alcohol tests.
  • Verified collection orders and communicated discrepancies to nurses.
  • Upheld donor confidentiality throughout intake and collection process.
  • Conducted various blood tests and updated results into paper and electronic charts.
  • Labeled blood vials with critical information like time of collection, date and patient name.
  • Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
  • Collected specimen samples and transported to laboratory for processing.
  • Counseled patients to ease fears, explain procedures and enhance cooperation during blood draws.
  • Identified best veins for intravenous lines and blood draws, avoiding unnecessary pokes.
  • Interacted with patients to gather and record data prior to blood draws.
  • Used heel and finger stick methods to obtain blood from capillaries.
  • Mentored newly hired medical personnel in phlebotomy techniques and protocols.
  • Coordinated workflow based on stat, schedule, or outpatient needs.
  • Input medical and insurance information into database for inclusion in patient records.
  • Verified quality of specimens by centrifuging specimens for logistics courier to pickup.
  • Checked hemoglobin levels of individuals prior to blood donation.
  • Assessed donor vital signs during and after procedures to check for fatigue or dizziness.
  • Monitored office supply needs with consistent inventory checks and requisition approvals.
  • Evaluated continuing education needs to improve team performance.
  • Provided efficient and courteous service to patients at all times.
  • Collected fluid and tissue samples, using appropriate collection procedures.
  • Drafted and monitored employee scheduling to support effective resource allocation.
MainSource Bank - Senior Head Teller
City, STATE, 06/2009 - 06/2011
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Maintained pleasant and cordial attitude, remaining calm when issues arose.
  • Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
  • Balanced bank's vault of daily cash for withdrawals and deposits.
  • Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Kept teller window areas clean, organized and fully stocked.
  • Reduced errors by double checking transactions.
  • Completed monthly audits and managed overdraft reports.
  • Performed currency transaction reports for foreign currency.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Took on additional shifts during busy periods to minimize staffing shortages.
  • Balanced daily cash deposits and vault inventory with zero error rate.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Identified transaction errors when debits and credits did not balance.
  • Received and counted daily inventories of cash, drafts and checks.
  • Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
  • Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Verified amounts and integrity of every check or funds transfer.
  • Performed special services for customers, ordering bank cards and checks.
  • Reported daily averages and shortages to operations department.
  • Prepared official checks for customer and internal bank needs.
  • Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
  • Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
  • Transmitted orders to supply cash to meet daily needs.
  • Liaised between bank branches regarding best practices and operations.
  • Acted as pivotal point of contact between bank branches regarding guidelines and practices.

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Resume Overview

School Attended

  • University of Phoenix

Job Titles Held:

  • Senior Member Service Representative
  • Phlebotomist Level III
  • Senior Head Teller


  • Associate of Arts

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