Interpersonal communicationion
Jeffrey Lieu
Irvine,CA
Summary
Personable Member Service Representative 2 offering almost five years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Member Service Representative 2
SchoolsFirst FCU
IRVINE, CA
07.2019 - Current
- Partnered with Trust and Investment Services and Membership Retirement Planning to create 3 successful campaigns to help Members increase their financial awareness and retirement planning.
- Completed Service University
- Near completion of 5 Behaviors of Service
- Received multiple service awards for Member service
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Optimized Member support by establishing collaborative service environments through targeted operational initiatives.
- Educated Members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Delivered exceptional Member service to every Member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Built rapport with Members by engaging in genuine conversations and demonstrating commitment to their financial wellbeing.
Shift Manager
The Iron Press Anaheim
1 2014 - 1 2018
- Gathering reviews/feedback from customers to enhance better customer service and products every 2 weeks..
- Used info to implement better point of sales system to decrease wait time for their purchases.
- Planned collaborative events with local businesses to mutually boost exposure and sales for all parties.
- Account handling with vendors to provide trending and innovative products for customers along with making business-purchasing decisions.
- Dealt with daily sales, cash handling duties (Analyzing daily, weekly, and monthly sales trends).
Contract Writer
Auction.com
01.2013 - 01.2014
- Generated contracts for growing auction real estate company, while analyzing financial documentation to be submitted to financial institutions.
- Contacted customers and inform them of documentation information needed for their purchase in timely manner making sure their purchases went through.
- Used programs Word, Outlook, Adobe Pro, Excel, MLH, DocuSign to write documentation and redact private client information thus improving client privacy.
Member Service Representative II
Orange County Credit Union
01.2007 - 01.2010
- Attended to members needs through cash transactions, account management, and superior member service
- Efficient transaction processing
- Opened business accounts, IRAs, and consumer loans to meet monthly sales goals
- Worked on brand management with community companies to mutually grow our business brands.
Education
Certificate of Business Analysis - Business
University of California, Irvine
Irvine, CA 01.2024 - Current
Bachelor of Arts (B.S.) - Marketing
California State University of Los Angeles
Los Angeles, CA 09.2012 - 06.2014
Skills
Interpersonal Communication
Active Listening
Service Upselling
Problem-Solving
Account Management
Credit Union Knowledge
Multitasking Abilities
Interpersonal Communication
Accomplishments
- Lead three successful campaigns to increase awareness of retirement options for our Members
- Completed Service University
- Nearly completed with 5 of behaviors of Service
- Worked with another team member to help increase their knowledge and help them become more viable for their path within the credit union
Software
Conflict resolution
Situational awareness
Adaptability
Leadership
Creativity and innovation
Interests
Art
Techonology
Health
Martial Arts
Food
Finance
Timeline
Certificate of Business Analysis - Business
University of California, Irvine
01.2024 - Current
Member Service Representative 2
SchoolsFirst FCU
07.2019 - Current
Contract Writer
Auction.com
01.2013 - 01.2014
Bachelor of Arts (B.S.) - Marketing
California State University of Los Angeles
09.2012 - 06.2014
Member Service Representative II
Orange County Credit Union
01.2007 - 01.2010
Shift Manager
The Iron Press Anaheim
1 2014 - 1 2018