Angel Hester
Milton,FL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Knowledgeable and dedicated customer service professional with extensive experience banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Member Service Representative III
Navy Federal Credit Union
02.2016 - 04.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
Group Leader and Senior Receptionist Technician
CSL Plasma
11.2008 - 02.2016
- Led by example, demonstrating commitment to the company''s mission and consistently delivering high-quality work.
- Developed a collaborative work environment through open communication and regular team meetings, enhancing overall group performance.
- Monitored group performance on a regular basis, analyzing data and trends to identify areas for improvement.
- Delegated tasks strategically and monitored progress for timely completion.
- Monitored team performance to identify productivity improvement opportunities.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Mentored team members to enhance their skillsets, resulting in higher-quality work and improved job satisfaction.
- Trained new team members by relaying information on company procedures and safety requirements.
Education
High School Diploma -
B.T. Washington Highschool
Pensacola, FLSkills
- Customer Service
- Financial Transactions
- Customer Support
- Credit Union Knowledge
- Banking knowledge
- Call center experience
- Dispute Resolution
- Account Management
- Escalation Handling
- Product Recommendations
- Policy understanding
- Complaint Handling
- Client Education
- Service Upselling
- Service Recommendations
- Database Management
- Teamwork and Collaboration
- Relationship Building
Timeline
Member Service Representative III
Navy Federal Credit Union
02.2016 - 04.2024
Group Leader and Senior Receptionist Technician
CSL Plasma
11.2008 - 02.2016
High School Diploma -
B.T. Washington Highschool