Alexis Rocha
Pearland,TX
Summary
Results-driven professional with seven years of experience in customer service and sales within fast-paced retail environments. Proven ability to maintain high performance metrics and resolve complex customer inquiries efficiently. Skilled in communication, problem-solving, and adapting to diverse work settings.
Overview
7
7
years of professional experience
Work History
Contact Center Specialist
Premier America Credit Union
Chatsworth, California
10.2025 - Current
- Handled 50 inbound calls per day using multi-line phone systems
- Maintained performance metrics at 80% or higher service level agreement rate
- Executed account maintenance tasks and supported opening of new accounts effectively
- Advanced cross-selling strategies to align with member financial goals
- Resolved account inquiries swiftly and accurately
- Filed customer dispute claims with precise documentation
- Managed elevated customer service issues to enhance satisfaction and strengthen business relationships
Virtual Retail Representative
Primeway Federal Credit Union
04.2024 - 10.2025
- Achieved personal/team sales targets by managing 40 incoming calls, chats, and emails daily
- Resolved customer complaints by providing timely solutions and following up to ensure satisfaction
- Monitored customer accounts and analyzed reports to identify discrepancies or irregularities in account activity
- Utilized specialized software tools to detect anomalous patterns in customer data which could indicate fraudulent activity
- Open and maintain member accounts by recording account information
- Assisted with beta testing new project launches for the team
ITM Teller
Primeway Federal Credit Union
10.2023 - 04.2024
- Drove branch revenue growth by cross-selling bank products and services during customer interactions
- Resolved transaction issues for members, ensuring timely and effective solutions
- Increased member satisfaction through accurate and efficient ATM transaction processing
- Ensured accurate cash handling through diligent balancing and reconciliation procedures
Chiropractic Assistant
Select Spine & Sports Medicine
08.2022 - 10.2023
- Supported chiropractors during patient examinations and treatment sessions to ensure quality care
- Assisted patients with completion of intake forms and verification of insurance to facilitate smooth onboarding
- Maintained patient records and updated information in the electronic health record system
- Managed front office customer service, appointment scheduling, billing, and administrative tasks to enhance workflow efficiency
- Transmitted medical records and other correspondence by mail, e-mail, or fax
Senior Teller
Gulf Coast Educators Federal Credit Union
07.2020 - 05.2022
- Drove initiatives that improved cross-sell rates by 10%
- Maintained adequate cash levels to meet membership service needs
- Assisted with securing teller cash drawers
- Assisted with maintaining and balancing cash vault
- Coordinated daily operations scheduling to ensure member service level compliance
- Supported Teller Manager in training and developing new teller staff to enhance team competency
- Executed buyback transactions for the branch to manage inventory effectively
Teller
Gulf Coast Educators Federal Credit Union
07.2019 - 07.2020
- Assisted customers with account inquiries, promptly resolving issues to enhance members' experience
- Educated and cross-sold members on credit union products and services
- Conducted routine audits of cash handling procedures for accuracy
- Adhered to compliance regulations and security procedures diligently
- Trained employees on cash drawer operation
Education
Associates Degree - Life Science
San Jacinto College
Houston, TX05-2021
Associates Degree - General Studies
Alvin Community College
Alvin, TX06-2018
High School Diploma -
Robert Turner College And Career High School
Pearland, TX06-2018
Skills
- Customer support
- Customer engagement
- Excel proficient
- Windows proficient
- Conflict resolution
- Detail-oriented
Languages
Spanish
Timeline
Contact Center Specialist
Premier America Credit Union
10.2025 - Current
Virtual Retail Representative
Primeway Federal Credit Union
04.2024 - 10.2025
ITM Teller
Primeway Federal Credit Union
10.2023 - 04.2024
Chiropractic Assistant
Select Spine & Sports Medicine
08.2022 - 10.2023
Senior Teller
Gulf Coast Educators Federal Credit Union
07.2020 - 05.2022
Teller
Gulf Coast Educators Federal Credit Union
07.2019 - 07.2020
Associates Degree - Life Science
San Jacinto College
Associates Degree - General Studies
Alvin Community College
High School Diploma -
Robert Turner College And Career High School