Adriana Troche
Silvis,IL
Summary
Experienced with over 8 years in Customer Service, which includes over 7 years in the Financial Industry. Recognized for being organized with tasks and knowledgeable about financial products and credit reporting. I am dedicated and hard working with a drive to succeed for myself, for my team and for my members.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Electronic Service Officer
IH Mississippi Valley Credit Union
Moline, IL
08.2020 - Current
- Obtains/verify member information by answering telephone calls
- Maintain detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Open accounts for member applicants - including various account products such as Savings, Checking and Money Market, IRA and CD options
- Experienced in IRA and Certificate of Deposit Product processing including knowledge of IRA rules and regulations
- Analyze and verify credit reporting information to determine member creditworthiness
- Reviewing and recommending loans/credit cards for approval
- Verifying the legitimacy of member’s information, including documents, photo ID’s, signatures, etc.
- Facilitated communication between clients and internal teams to address concerns promptly and effectively.
- Participated in ongoing training programs to stay current on product offerings, industry trends, and company updates
Contact Center Agent
IH Mississippi Valley Credit Union
06.2018 - 08.2020
- Obtains member information by answering telephone calls
- Verifying member information
- Informed members by explaining procedures
- Entered member information into customized computer system with system to document and organize client records.
- Addressed escalated member service issues sent from service teams to save customer relationships.
- Helped large volume of members every day with positive attitude and focus on customer satisfaction.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
Member Service Representative
IH Mississippi Valley Credit Union
07.2017 - 06.2018
- Verified customer identification and documentation for compliant transactions.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
Supervisor
Victoria's Secret
Moline, IL
10.2016 - 09.2017
- Cash handling/balancing
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Handled customer returns efficiently, minimizing loss and maintaining customer satisfaction through effective communication skills.
- Maintained up-to-date knowledge of products, features, and promotions to better assist customers.
Associate Trainer
Panera Bread
Moline, IL
08.2015 - 04.2017
- Mentored employees during probationary period to answer questions and offer improvement strategies.
- Assisted in monitoring trainee performance to identify gaps in training.
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Operated cash register accurately, managing transactions efficiently.
Education
High School Diploma -
United Township High School
East Moline12.2016
Skills
- Leadership Experience
- Money Management Assistance
- Problem-solving abilities
- Community Outreach
- Multi-tasking
- Organization/Attention to detail
- Flexibility
- Collaboration and Teamwork
- Customer Service
- Microsoft programs experience
Timeline
Electronic Service Officer
IH Mississippi Valley Credit Union
08.2020 - Current
Contact Center Agent
IH Mississippi Valley Credit Union
06.2018 - 08.2020
Member Service Representative
IH Mississippi Valley Credit Union
07.2017 - 06.2018
Supervisor
Victoria's Secret
10.2016 - 09.2017
Associate Trainer
Panera Bread
08.2015 - 04.2017
High School Diploma -
United Township High School