AMY DUKE
Chambersburg,PA
Summary
Dynamic operations professional with over a decade of impactful experience at Citibank and Navy Federal Credit Union, excelling in roles that demand exceptional decision-making and communication skills. Proven track record of exceeding performance targets and driving process improvements, demonstrating adaptability and a collaborative spirit. Expertise in operations management and problem-solving, with a commitment to enhancing customer satisfaction and achieving business objectives.
Overview
20
20
years of professional experience
Work History
Member Services Representative IV
Navy Federal Credit Union
Winchester, VA
10.2017 - Current
- Member of Tier 1 In-Group Assist
- Member of eMessage and Chat team
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks
- Assisted in training new hires and offered ongoing support to help them reach their full potential
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Investigated and resolved customer inquiries and complaints quickly
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing value of our products and services.
Credit Operations Assistant
Citibank
Hagerstown, MD
04.2004 - 10.2017
- Reviewed accounts at presidential office request
- Assisted Fraud Investigations team for period of 1 year
- Performed monthly defect analysis to suggest policy and process improvements
- Facilitated monthly collaboration calls with Internal Fraud Investigators
- Led Fraud Ring Process and followed up on referrals sent by Investigators
- Created spreadsheets for investigators to use in court proceedings
- Assisted Legal Department in reviewing consumer accounts upon request
- Obtained access and entitlements for all systems for agents
- Performed agent coaching and development
- Facilitated huddles and team meetings
- Compiled and created training materials
- Formulated alerts for process changes
- Audited reports for Federal Regulations
- Drove process improvements to help meet new business goals and objectives
- Reviewed applications and performed credit bureau reviews for lending decisions.
Education
Associates of Science - Criminal Justice
Bryant & Stratton College
Buffalo, NY03.2020
Timeline
Member Services Representative IV
Navy Federal Credit Union
10.2017 - Current
Credit Operations Assistant
Citibank
04.2004 - 10.2017
Associates of Science - Criminal Justice
Bryant & Stratton College
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