ALLAN POLIARD
Valley Stream,NY
Summary
Polite and professional Member Service Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Knowledgeable and dedicated customer service professional with extensive experience in the banking 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
10
10
years of professional experience
Work History
Contact Center Representative
Jovia Financial Credit Union
03.2022 - Current
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
Member Service Representative
Municipal Credit Union
01.2019 - 03.2022
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Assisted members with account management, including updating personal information and setting up automated payments.
Teller
Capital One
06.2017 - 10.2018
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
CSR/Teller
Bank Of America
04.2016 - 05.2017
- Contributed to company growth by consistently meeting and exceeding sales targets.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer interactions.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Proactively sought feedback from customers to identify areas of improvement within the organization''s offerings or processes.
- Collaborated with management to develop strategies for enhancing overall customer experience.
Insurance Broker
Hondo Garcia Brokers
03.2014 - 04.2016
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Expanded the company''s client base through effective networking and relationship-building strategies.
- Enhanced customer loyalty by delivering timely and accurate policy updates and renewal information.
- Streamlined the insurance application process, resulting in faster approvals and increased efficiency.
- Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
- Assisted clients with claims processing, ensuring a smooth experience during difficult times.
- Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
Education
Bachelor of Arts - Political Science
Queens College of The City University of New York
Flushing, NY05.2017
Associate of Arts - Criminal Justice
Kingsborough Community College of The City University of New York
Brooklyn, NY06.2015
Skills
- CRM Software
- Complaint resolution
- Workload Management
- Technical Support
- Account updating
- Quality Assurance
- Payment Processing
- Call Control
- Customer Service
- Sales closing
- Customer Relationship Management
- Call Center Operations
- Prospecting skills
- Communicating with clients
- Problem-solving skills
- Interpersonal Skills
- Product Knowledge
- Quality Control
- Account Management
- Documentation And Reporting
- Logging call information
- Calm disposition
- Performance monitoring
- Cash Handling
- Resolving issues
- Training experience
- Verbal and written communication
- Quality Assurance Controls
- Direct Sales
- Needs Assessment
- Reliability
- Understanding Customer Needs
- Continuous Improvement
- Multitasking
- Multitasking Abilities
- Cross-Functional Collaboration
- Analytical Skills
- Organizational Skills
- Problem-solving aptitude
Timeline
Contact Center Representative
Jovia Financial Credit Union
03.2022 - Current
Member Service Representative
Municipal Credit Union
01.2019 - 03.2022
Teller
Capital One
06.2017 - 10.2018
CSR/Teller
Bank Of America
04.2016 - 05.2017
Insurance Broker
Hondo Garcia Brokers
03.2014 - 04.2016
Bachelor of Arts - Political Science
Queens College of The City University of New York
Associate of Arts - Criminal Justice
Kingsborough Community College of The City University of New York