Eva Perez
San Antonio,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience at USAA. Team player with outgoing, positive demeanor, and proven skills in establishing rapport with clients. Offering 10+ years of service concerns for customers or members. Ability to uncover and solve challenges while promoting company products and maintaining loyalty and satisfying members. Known for strong skills and adaptability to changing requirements. Reliable in supporting multiple teams metrics and driving teams toward success.
Overview
10
10
years of professional experience
Work History
Member Service Representative Senior
USAA
08.2023 - Current
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly
- Developed and implemented strategic initiatives to improve service delivery and customer satisfaction
- Facilitated account management processes, ensuring accuracy and compliance with organizational policies
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently
- Educated members on products and services, enhancing their understanding and satisfaction
- Streamlined processes for member account management, increasing operational efficiency
- Collaborated with cross-functional teams to implement new service initiatives and improve member experience
- Led cross-functional teams to optimize operational workflows and enhance productivity
Member Service Representative III, II, I
USAA, Bank Contact Center
02.2019 - 08.2023
- Member Service Representative of the month in April, December of 2021, March 2022, and May
- Acts as a subject matter expert, provided in person and virtual chat support for new hire teams
- ABA courses completed in BSA and AML compliance Risk Management Frameworks
- Follows written risk and compliance policies and standards for the company
- Acts as a subject matter authority by providing feedback and mentorship to support new hires
- Provides feedback and Y-cording Support For Executives and Assistant Vice Presidents
- Proficient at consistently meeting and exceeded required metrics
- Participate, engages and shadows leadership to learn contact routines
- Demonstrates expert skills and knowledge of USAA banking products and benefits, by leveraging the resources to execute empowered decision making
- Resolves member issues and/ or complaints in a professional manner including manager escalation call backs
- Provides additional team and district support with compliance, operational, and fraud errors to help minimize district error rates and provide additional training when required
Member Service Supervisor
Sam's Club
06.2016 - 02.2019
- Responsible for organizing shifts, scheduling training, and time management
- Experienced Supervisor with strong leadership, problem solving, and retail environment
- Evaluated performance, metrics, and meetings
- Established great connection with members and associates
- Persuasive communicator and strong listener
- Kept administrative records current and accurate to promote efficiency and team effectiveness
- Trained, mentored and evaluated employees on service quality, knowledge and performance
- Recommended specific products and services in alignment with individual needs, requirements and specifications
Paraprofessional
San Antonio ISD
03.2016 - 01.2018
- Maintained classroom management
- Graded and provided feedback on assignments
- Ensured student safety in and out of classroom
- Supported instructional activities, enhancing student engagement and learning outcomes.
- Assisted with classroom management, fostering a positive learning environment.
- Educated students in classroom during lead teacher's absence
- Demonstrated specific skills and activities for students to improve understanding and take excess workload off teachers
- Maintained written daily reports, to assist lead teacher with keeping track of student progress
- Reported on student progress, behavior, and social skills to parents
- Assisted students in developing deeper understanding of course concepts by providing 1:1 support
Education
Associate of Arts - Business Administrations
San Antonio College
12.2021
Education
Education Center Region 20
2015
Skills
- Customer Standards Compliance
- Time management and Problem resolution
- Decision-making and Communication
- Staff training and development
- Loan Application Processing
- Advising and Coaching
- Call Volume and Quality Metrics
- Document and Records Management
- Customer Support and Service Skills
- Strong Organizational
Timeline
Member Service Representative Senior
USAA
08.2023 - Current
Member Service Representative III, II, I
USAA, Bank Contact Center
02.2019 - 08.2023
Member Service Supervisor
Sam's Club
06.2016 - 02.2019
Paraprofessional
San Antonio ISD
03.2016 - 01.2018
Education
Education Center Region 20
Associate of Arts - Business Administrations
San Antonio College