AMY DUKE
Chambersburg,PA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Member Services Representative IV
Navy Federal Credit Union
Winchester, VA
10.2017 - Current
- Member of Tier 1 In-Group Assist.
- Member of eMessage and Chat team.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing value of our products and services.
Credit Operations Assistant
Citibank
Hagerstown, MD
04.2004 - 10.2017
- Reviewed accounts at presidential office request.
- Assisted Fraud Investigations team for period of 1 year.
- Performed monthly defect analysis to suggest policy and process improvements.
- Facilitated monthly collaboration calls with Internal Fraud Investigators.
- Led Fraud Ring Process and followed up on referrals sent by Investigators.
- Created spreadsheets for investigators to use in court proceedings.
- Assisted Legal Department in reviewing consumer accounts upon request.
- Obtained access and entitlements for all systems for agents.
- Trained and implemented new processes for groups of 8 and above.
- Performed agent coaching and development.
- Facilitated huddles and team meetings.
- Compiled and created training materials.
- Formulated alerts for process changes.
- Audited reports for Federal Regulations.
- Drove process improvements to help meet new business goals and objectives.
- Reviewed applications and performed credit bureau reviews for lending decisions.
Education
Associates of Science Criminal Justice -
Bryant & Stratton College
Buffalo, NY03.2020
Skills
- Operations Management
- Problem Solving
- Teamwork
- Adaptability and Flexibility
- Communication
- Multitasking Abilities
- Decision-Making
- Process Analysis
Timeline
Member Services Representative IV
Navy Federal Credit Union
10.2017 - Current
Credit Operations Assistant
Citibank
04.2004 - 10.2017
Associates of Science Criminal Justice -
Bryant & Stratton College