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
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
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