Angel Hartness
Saint Augustine,FL
Summary
Member Service Representative who maintains a high level of professionalism, identifies and resolves member concerns and indifference's while ensuring optimal member service. Adept in providing personalized member service and developing strong member relations. Highly motivated to fully support branch operations daily. Personable and professional under pressure. Trusted mentor to all team members.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Member Service Representative III/MLO
Navy Federal Credit Union
Mayport , FL
04.2016 - Current
- Performed observations, training and coaching to team members to elevate member experience.
- Served as branch office and ATM Vault Custodian. Duties include, opening and closing branch, verifying and maintaining vault funds.
- Ability to adapt and follow through with changing policies, procedures and unique member situations.
- Completed day-to-day duties accurately and efficiently.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of members promptly and efficiently.
- Provided excellent service and attention to members when face-to-face or through phone conversations.
- Assisted with member requests and answered questions to improve satisfaction.
- Planned and completed group projects, working smoothly with others.
- Maintained updated knowledge through continuing education and advanced training.
- Recognized by management for providing exceptional member service.
- Mentor to 2 new hire employees
- Mentored GL 73 to assist with achieving their Level One Authority
Catering Assistant
Lunch In Motion
Virginia Beach, VA
09.2012 - 12.2015
- Maintained good relationships with clients and ensured satisfaction.
- Managed daily kitchen operations
- Assisted in daily sales to clients
- Operated standard kitchen equipment with a focus on safety and sanitation.
- Cleaned and organized kitchen stations to foster efficiency.
Substitute Teacher
Hope Public Schools
Hope , AR
09.2009 - 05.2010
- Demonstrated and reinforced social standards or behavior
- Maintained sustainable relationships with students, teachers and administration
- Adhered to teachers guidelines as stated in syllabus
- Instructed, tutored, and mentored individual students.
- Maintained a safe and orderly classroom.
Education
High School Diploma -
Hope High School
Hope, AR2001
University Of Arkansas Community College-Hope
Hope, ARSkills
- Materials preparation
- Interpersonal and written communication
- Process implementation
- Self-motivated
- User interface understanding
- Coaching
- Knowledgeable with Navy Federal policies and procedures
- Member oriented
- High member service standards
- Issue Resolution
- Complaint Handling
- Product Recommendations
- Policy Understanding
- Service Recommendations
- Service Upselling
Accomplishments
- Maintained all 7s on Branch Experience Surveys
- Received Exceeds overall rating on PAR, with 2 categories rated as exceptional
- Elected MSR of quarter multiple times
- Mentored 2 new hire
Custom
I have exceeded the expectations in all aspects of my job as MSR III. I frequently seek out additional responsibilities to ensure the branch is running smoothly. I perform the job description of a Senior MSR, including branch opening and closing, daily vault balancing, monitoring and auditing TCRs, and maintaining ATMs cash flow, BVB, cash ordering and shipments, as well as assisting with branch operations. I consistently provide exceptional member service. I am highly effective, independent, and assertive in researching complex issues for members. I promote consistency with work processes and gather a complete understanding of information to effectively communicate it to the team during morning huddles. I am extremely proactive in all operational areas. I am dependable in transitioning into a support role and routinely offer my help to the leadership team. My behavior is always conducted in a professional manner. My actions are demonstrated with high integrity, which is aligned with NFCU core values.
Certification
- MLO
- Notary
- Vault Custodian
References
References available upon request.
Timeline
Member Service Representative III/MLO
Navy Federal Credit Union
04.2016 - Current
Catering Assistant
Lunch In Motion
09.2012 - 12.2015
Substitute Teacher
Hope Public Schools
09.2009 - 05.2010
High School Diploma -
Hope High School
University Of Arkansas Community College-Hope