Alexander De Luna
San Antonio,TX
Summary
I am a recent IT college graduate with over 10 years of professional experience in banking and retail customer service. I am looking for an opportunity to apply the skills I have developed in my positions and the knowledge I have obtained through school to secure a position in the cybersecurity or IT industry. I am a driven student leveraging studies in Cybersecurity and seek real-world experience as a member of your organization. Offers strong interpersonal and task prioritization skills.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Member service representative I
USAA Federal Savings Bank
San Antonio, TX
10.2017 - Current
- Provide excellent customer service to a variety of members
- Assist members in applying, configuring, and closing loans
- Provide members with information in regards to consumer loan products
- Meet and maintain compliance and technical goals
- Work in a fast paced and changing environment
- Utilize various tools and systems to handle and resolve member escalated issues
- Work on multiple programs to gather data and read reports
- Understand and follow various banking regulations
- Use critical thinking to analyze any potential vulnerabilities
- Assist members over the phone with online credential recovery
- Analyze account transactions for potential fraudulent activity
- Conduct High dollar wire transfers
- Audit wire transfer request for potential fraud
- Lead monthly team meetings over threat actors and potential attacks
- Troubleshoot various online systems for members
- Communicate with members to uncover any underlying needs
Member service representative
YMCA San Antonio
San Antonio, TX
04.2017 - 01.2019
- Provide excellent service to members, guest, and program participants in person and over the phone
- Give tours to prospective members
- Sell and renew different programs and facility memberships
- Learn member tendencies in an effort to provide personalized customer service
- Look up accounts and account information for members
- Explain payment plans, and set up statement billing
- Enter data for adjustments to accounts, and input scholarship subsidies.
Produce department lead
HEB Grocery
San Antonio, TX
02.2013 - 01.2017
- Provide direction and training to other department personnel
- Directly supervise multiple employees in the department
- Carry out supervisory responsibilities while following company policies
- Prepare work schedules for the department
- Back up to the department manager
- Comply with department operating procedures, and ensure that the partners comply as well
- Assist with inventory control, shipment loads, unloads, and moving product
- Merchandise products effectively
- Provide excellent customer service
- Address complaints and resolve problems
- Answer customer questions regarding products and assist with selections
- Use suggestive selling to meet customer needs and boost department sales
- Read and interpret documents (safety rules, operating/maintenance instructions, and procedure manuals)
- Write routine reports
- Practice public speaking daily
- Deal with problems including several variables, and be in different situations
- Track and monitor sales, sales trends, and projected sales
- Use computer applications to execute daily task
Education
B.S - Cyber Security
Southern New Hampshire University
04.2019 - 08.2021
High School Diploma -
Memorial High School
San Antonio, TX 08.2006 - 06.2010
Skills
Database Management
Account management
Service standard compliance
Strategic sales knowledge
Professional telephone demeanor
Report preparation
Recordkeeping strengths
Complaint resolution
Training development aptitude
Multi-line phone talent
Sales expertise
Compliance, banking laws and regulations
Excellent time management skills
Certification
COMPTIA Securtiy+ Certified Exp. 10/22/2024
Accomplishments
- Was recognized for informing the compliance regulators that our debit card information handling was out of compliance regulations
- Collaborated with team of 12 in the development of the Member Feedback Tool.
Timeline
B.S - Cyber Security
Southern New Hampshire University
04.2019 - 08.2021
Member service representative I
USAA Federal Savings Bank
10.2017 - Current
Member service representative
YMCA San Antonio
04.2017 - 01.2019
Produce department lead
HEB Grocery
02.2013 - 01.2017
High School Diploma -
Memorial High School
08.2006 - 06.2010