Ana Tornez Ventura
WINSTON SALEM,NC
Summary
Personable and dedicated Member Service Specialist with extensive experience in the Member Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with members. Also a leader and organizational problem-solver with advanced supervisory, team building skills. I also have experience in stepping into different roles and quickly working with team to create positive changes to drive Member Satisfaction success.
Overview
7
7
years of professional experience
Work History
Digital Guidance Specialist
Truliant Federal Credit Union
WINSTON SALEM, NC
05.2022 - Current
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Collaborated with other departments to ensure a seamless experience for customers across all digital platforms.
- Researched innovative technologies that could be used to enhance the existing digital customer service tools.
- Engaged in conversation with members to understand needs, resolve issues and answer product questions.
- Provided exceptional coaching to new hires in the Digital Guidance Teams.
- Assisted in the development of strategies to increase credit unions ancillary products for the Digital Guidance team.
Member Service Specialist
Truliant Federal Credit Union
WINSTON SALEM, NC
08.2021 - 05.2022
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
- Helped members make decisions about loans and products based on availability, terms and benefits.
- Responded promptly to customer inquiries regarding their accounts or other matters related to their accounts.
- Identified opportunities for cross-selling additional products and services.
Member Service Representative
Truliant Federal Credit Union
WINSTON SALEM, NC
03.2020 - 08.2021
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Assisted in developing and implementing training programs for new tellers;.
- Managed and balanced cash vault, audits and general ledger accounts.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Cross-sold bank products such as savings accounts and credit cards to existing members.
Advanced Cashier 2
Chuck E Cheese
WINSTON SALEM, North Carolina
11.2016 - 02.2020
- Trained new staff members on proper use of registers, scanners, credit card machines..
- Developed strategies to increase customer satisfaction ratings through improved service standards.
- Provided feedback to management regarding employee performance issues or opportunities for improvement.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Built and maintained working relationships with peers and upper management.
- Trained employees on cash drawer operations and customer service protocols to carry out assigned tasks.
Education
Associate of Applied Science - Business Administration And Management
Forsyth Technical Community College
Winston-salem, NC05.2023
Skills
- Member Relations
- Member Relationship Building
- Excellent Time Management Skills
- Exceptional Customer Service
- Spanish Speaking
- Team Player
- Digital Support
- Training and Mentoring
- Strong Problem Solver
- Strong Lead Development Skills
- Proficient in Microsoft Word,Excel, Powerpoint
Languages
Spanish
Native/ Bilingual
Timeline
Digital Guidance Specialist
Truliant Federal Credit Union
05.2022 - Current
Member Service Specialist
Truliant Federal Credit Union
08.2021 - 05.2022
Member Service Representative
Truliant Federal Credit Union
03.2020 - 08.2021
Advanced Cashier 2
Chuck E Cheese
11.2016 - 02.2020
Associate of Applied Science - Business Administration And Management
Forsyth Technical Community College