Andrea Lawson
Pensacola,FL
Summary
Sucessful Member Service Representative diffusing volatile customer situations, generating additional revenue and building productive relationships with both staff and customers. Customer-centered and friendly professional with [Number]-year background maintaining customer satisfaction and contributing to company success goals.
Overview
6
6
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
Pensacola, FL
01.2020 - Current
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Maintained accurate records of member interactions and transactions.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Provided guidance to members on how best to use products or services offered by the organization.
Contact Center Supervisor
Navy Federal Credit Union
Pensacola, FL
01.2018 - 02.2020
- Monitored team performance and provided coaching to ensure adherence to company guidelines and quality standards.
- Developed strategies for improving customer experience, resolving complaints, and increasing customer satisfaction scores.
- Analyzed call center data to identify areas of improvement in service delivery and productivity.
- Conducted regular team meetings to discuss progress, successes, challenges, and opportunities for growth.
- Implemented new processes and procedures that improved overall efficiency of the contact center.
Education
Accounting
Talladega College
Talladega, AL01-2003
Skills
- Member retention
- Product Sales
- Service Upselling
- Customer Service
- Dispute Resolution
- Account Management
- Financial Transactions
- Product Recommendations
Timeline
Member Service Representative
Navy Federal Credit Union
01.2020 - Current
Contact Center Supervisor
Navy Federal Credit Union
01.2018 - 02.2020
Accounting
Talladega College