Aiysha Aw
Germantown,MD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Credit Union industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Member Service Representative/ Indirect Loan Specialist
Educational Systems Federal Credit Union
06.2019 - Current
- Answering of multi-line phone, follow up calls, and call backs.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Communicating effectively with multiple persons of different departments.
- Processing fraudulent transactions and dispute claims.
- Opening and modifying certificates.
- Communicating and sending classified documents using Docusign Systems.
- Cross-selling Route 66 extended Warranties and Lending products.
- Processing outbound Welcome Calls for member satisfactory.
- Composing of New Loan Welcome Packets.
- Data entry and analyzing.
- Processing of Lien and Title release.
- Processing of Payoff requests and Letters of Guarantee.
- Processing ACH dispute claims.
- Establishing ACH distributions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Cross-sold bank services and products to uplift customer investments.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Member Service Representative
Fitzgerald Automall
10.2016 - 05.2019
- Maintaining, updating and referencing customer files in Reynolds, VinSolution, Wi Advisor and Xtime databases.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Organized office events such as holiday parties or team-building activities, promoting an positive company culture and boosting employee morale.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Updated account information to maintain customer records.
- Cross-trained and provided backup support for organizational leadership.
- Created and maintained detailed database to develop promotional sales.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Generated advertising brochure for vendor use.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Responded to inquiries from callers seeking information.
- Assisted coworkers and staff members with special tasks on daily basis.
- Addressed customer needs and made product recommendations to increase sales.
- Performed cash, card and check transactions to complete customer purchases.
Education
Bachelor of Science - Business Administration
Purdue Global
High School Diploma -
Watkins Mill High School
01.2014
Skills
- Accuracy and attention to detail
- Promotional support
- Computer literate performer with extensive software proficiency in Microsoft Office, Excel, Xtime, Reynolds, Wi Advisor, Outlook, DataSafe, Keystone, Cornerstone, Docusign, and VinSolutions
- Direct and Indirect Sales experience
- Adaptability and ability to work under pressure
- Marketing and User Acceptance training alongside company Executives and VP's
- Credit Union Knowledge
- Operations Support experience
- ACH processing and disputing
- Data Management experience
- Data Entry experience
- Communication Management, Marketing, and Lending certifications
- Administrative and Office Support
- Customer Account Management
- De-Escalation Techniques
- Service Upselling experience
References
References upon request.
Timeline
Member Service Representative/ Indirect Loan Specialist
Educational Systems Federal Credit Union
06.2019 - Current
Member Service Representative
Fitzgerald Automall
10.2016 - 05.2019
Bachelor of Science - Business Administration
Purdue Global
High School Diploma -
Watkins Mill High School