Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Cindy Schonhardt

Arlington,TX

Summary

Dynamic customer service professional with extensive experience at American Airlines and The AAFCU. Proven track record in conflict resolution and account management, recognized for exceptional interpersonal communication and attention to detail. Bilingual in English and Spanish, adept at fostering collaboration across departments to enhance service efficiency and member satisfaction.

Overview

33
33
years of professional experience

Work History

Member Services Reps - Member Care Services Dept

The AACU
10.2013 - Current
  • Settled deceased accounts, providing compassionate support to surviving family members in-person and via phone.
  • Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from members.
  • Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
  • Collaborated with Credit Union attorneys to review unique cases and coordinate with family member’s legal representatives.
  • Interpreted Trust and Executor Court Documents, including Affidavits, to facilitate account settlements.
  • Conducted thorough research to vet accounts and determine accurate disbursement of funds.
  • Engaged with all management levels and departments to resolve deceased account matters effectively.
  • Demonstrated exceptional written and verbal communication skills across various organizational levels.
  • Ensured security and confidentiality of all account-related information through diligent practices.
  • Received numerous accolades from coworkers, management, and executives for outstanding service.
  • Collaborated with department heads to design effective learning strategies that support organizational goals.

Member Service Representative- Imaging Dept

The AACU
01.2005 - 10.2013
  • Utilized ApplicationXtender and WebXtender for document report uploads across departments.
  • Facilitated communication among employees at all organizational levels.
  • Ensured confidentiality of sensitive information.
  • Greeted members and responded to inquiries in a timely manner.
  • Collaborated with team members to identify areas of improvement in member service processes.
  • Consistently met daily performance goals set by management team members.
  • Resolved member complaints in a professional manner while remaining empathetic to their concerns.

Member Service Representative- Phone Center

The AACU
11.1994 - 01.2005
  • Provided exceptional member service to credit union members in English and Spanish.
  • Provided member service by answering product and service related questions.
  • Answered customer inquiries promptly and professionally.
  • Led nighttime operations, managing several employees until 9 PM.
  • Trained new employees to enhance team performance and service quality.
  • Collaborated with multiple departments to resolve member banking issues.
  • Presented innovative ideas and suggestions to improve service efficiency.
  • Received numerous accolades for outstanding contributions to the team.
  • Collaborated with team members to identify areas of improvement in customer service processes.
  • Made critical decisions during high-pressure situations to ensure seamless operations.

Ticket Delivery Systems (TDS)

American Airlines
03.1993 - 11.1994
  • Secured permanent position with American Airlines, contributing to organizational stability.
  • Assisted with member requests and answered questions to improve satisfaction.
  • Verified credit card transactions and managed point of sale operations.
  • Engaged with members to resolve inquiries and provide assistance.
  • Worked effectively in team environments to make the workplace more productive.
  • Provided excellent service and attention to members when face-to-face or through phone conversations.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Provisional Employee of American Airlines

American Airlines
06.1992 - 03.1993
  • Input account numbers into new system for AAFCU under Don Scott.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Conducted legal research and communicated findings to lawyers at American Airlines.
  • Provided administrative support in the AAFCU, ensuring accuracy of data entry.
  • Collaborated with legal team to address inquiries and enhance response efficiency.
  • Maintained updated knowledge through continuing education and advanced training.

Education

Associate of Applied Science - Information Systems

Oakland Community College
Auburn Hills, MI

Skills

  • Interpersonal communication skills
  • Confidentiality practices
  • Account management
  • Conflict resolution
  • Oral and written communication
  • Discretion and confidentiality
  • Attention to detail
  • Bilingual: English and Spanish
  • Team collaboration

Languages

Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Member Services Reps - Member Care Services Dept

The AACU
10.2013 - Current

Member Service Representative- Imaging Dept

The AACU
01.2005 - 10.2013

Member Service Representative- Phone Center

The AACU
11.1994 - 01.2005

Ticket Delivery Systems (TDS)

American Airlines
03.1993 - 11.1994

Provisional Employee of American Airlines

American Airlines
06.1992 - 03.1993

Associate of Applied Science - Information Systems

Oakland Community College

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