Alexis Cotterell
Chesapeake,VA
Summary
Award-winning Member Service Representative at Navy Federal Credit Union, recognized for delivering 100% member satisfaction through exceptional service and relationship-building. Expert in account reconciliation and multichannel communication, I leverage critical thinking and Microsoft Office proficiency to enhance project success and digital engagement. Notary Public with a knack for innovative solutions and proactive risk management.
Overview
4
4
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
Chesapeake, Virginia
06.2022 - Current
- Exceptional member service, which led to seven surveys in 2024, resulted in 100% member satisfaction.
- Build and maintain strong relationships with members, ensuring their needs are met, and trust is developed by actively listening, showing empathy, and communicating effectively.
- Boosted branch performance through team engagement and outreach initiatives.
- Utilize Microsoft Office and Excel to document and track member interactions, providing detailed records for reference.
- Anticipated challenges in workflows and developed contingency plans to ensure smooth progress.
- Possess the ability to think critically, communicate effectively, and use innovative thinking to maximize the success of any project.
- Ensured compliance with applicable laws and regulations related to banking operations.
Customer Service Representative
Best Buy
Chesapeake, VA
09.2020 - 11.2021
- Answered incoming calls and emails, providing front line customer support or assistance with product and service transactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Implemented innovative methods for streamlining the customer service process.
- Updated databases with new and modified customer data.
- Worked with cross-functional teams to achieve goals.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
B.S. - Business Administration
Old Dominion University
08.2022
Skills
- Richard E Cobb Award recipient
- Notary Public
- Signature Guarantee
- Member correspondence
- Account reconciliation
- Document processing
- Multichannel communication
Timeline
Member Service Representative
Navy Federal Credit Union
06.2022 - Current
Customer Service Representative
Best Buy
09.2020 - 11.2021
B.S. - Business Administration
Old Dominion University