Al-Licia Saunders
Ocala,Florida
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
14
14
years of professional experience
Work History
Member Service Representative /Loan Officer
Florida Credit Union
Ocala, USA
09.2021 - 01.2025
- Opened memberships/Business Accounts
- Loan officer/ underwrote and processed loans for personal and business members
- Served customers by going above-and-beyond to offer exceptional support for all needs
- Determined and met customer needs based on thorough financial assessments
- Delivered exceptional guest relations by welcoming visitors warmly and offering immediate assistance
- Protected company and customer data by consistently following security policies
Assistant Branch Manager
Service Credit Union
Seabrook, USA
10.2019 - 07.2020
- Assisted managing a team of 7 branch employees and made recommendations regarding performance evaluations
- Trained and developed new team members in alignment with branch service standards and objectives
- Reviewed credit applications for risk factors and credit worthiness as a Loan Officer
- Built rapport with members by reaching out with product recommendations and account updates
- Demonstrated knowledge of branch financial products and services, including loans and lines of credit
- Identified community business opportunities with effective networking
- Completed duties such as alarm testing, plastics inventory, drawer audits, security reviews
Fraud Investigator
Service Credit Union
Rochester, USA
09.2018 - 10.2019
- Interviewed witnesses and suspects thoroughly, asking appropriate questions to ascertain critical details about each case
- Gathered evidence, which included recorded and written statements, financial documentation and video materials for examination
- Summarized all key information regarding investigation into detailed reports for delivery to management to include filing of police reports
- Contacted members directly to notify of fraudulent activity and minimize losses
- Monitored systems and reports for possible fraudulent activity and recurring fraud trends
- Specialized in check fraud, remote/online banking fraud and ATM fraud
- Utilized knowledge of online scams to mitigate losses
Fincial Service Supervisor
Service Credit Union
Seabrook, NH
01.2017 - 09.2018
- Supervised team of employees and delegated duties and responsibilities to each member.
- Coordinated with other departments to resolve customer complaints promptly and effectively.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Finacial Service Representative
Service Credit Union
Seabrook, NH
03.2015 - 01.2017
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Greeted customers and provided friendly customer service.
- Answered phone calls to assist customers with questions and orders.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
Assistant Store Manager
SUBWAY®Restaurants
Seabrook, NH
04.2011 - 03.2015
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Conducted regular performance reviews of staff members in order to identify areas for improvement.
- Coordinated with vendors to secure product availability at competitive prices.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
Education
GED -
Career Technical And Adult Education
Ocala, FL01-2009
Skills
- Customer service
- Loan processing
- Financial assessment
- Data protection
- Credit analysis
- Team leadership
- Fraud detection
- Document notarization
Timeline
Member Service Representative /Loan Officer
Florida Credit Union
09.2021 - 01.2025
Assistant Branch Manager
Service Credit Union
10.2019 - 07.2020
Fraud Investigator
Service Credit Union
09.2018 - 10.2019
Fincial Service Supervisor
Service Credit Union
01.2017 - 09.2018
Finacial Service Representative
Service Credit Union
03.2015 - 01.2017
Assistant Store Manager
SUBWAY®Restaurants
04.2011 - 03.2015
GED -
Career Technical And Adult Education
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