Athena Hernandez
Sacramento,CA
Summary
Attentive Member Service Representative well-versed in handling member issues to boost satisfaction and accomplish sales objectives. Skillful in managing routine member requirements, Call Center standards and successful member service techniques. Talented relationship-builder and problem-solver. Works independently, with minimal supervision, and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures.
Overview
7
7
years of professional experience
Work History
Sales and Service Representative 2
First Technology Federal Credit Union
11.2021 - 02.2024
- Delivered exceptional customer service to every member with extensive knowledge of products and services and creating welcoming, positive member experiences.
- Meet quarterly call efficiency metrics and service objectives, alongside sales targets, and incentives
- Actively evaluate member interaction to determine satisfaction level, de-escalating / troubleshooting or escalating as appropriate to address each members’ unique needs.
- Pro-actively identify and recommend the best products and services to meet members’ financial needs, and partnering with services teams including insurance, investments, and mortgage
Member Service Representative 1
Golden 1 Credit Union
12.2019 - 09.2021
- Maintained updated knowledge of internal procedures and company best practices to optimize service delivery.
- Helped large volume of members every day with positive attitude and focus on member satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Met member call guidelines for service levels, handle time and productivity.
- Learned internal systems and related service role duties to provide skilled team backup in handling member demands.
- Executed wire transfers, stop payments and account transfers.
Customer Service Representative
ACE Cash Express Inc.
11.2018 - 12.2019
- Answered customer telephone calls promptly to avoid hold wait times.
- Processed loans to achieve timely, accurate and fair proceedings.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Maintained long-term relationships with customers to provide best-in-class customer service.
- Identified counterfeits, suspicious activity or potential red flag transactions.
Customer Service Representative
California Check Cashing Stores
05.2017 - 11.2018
- Recommended products to customers, thoroughly explaining details.
- Answered constant flow of customer calls with minimal wait times.
- Looked over and approved various types of loans.
- Reviewed loan documents for completeness, identified missing documentation and generated condition lists for customers.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
Cashier
Walmart
01.2017 - 05.2017
- Helped customers complete purchases, locate items and join reward programs.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Worked flexible schedule and extra shifts to meet business needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Education
Associate of Arts -
Modesto Junior College
Modesto, CA12.2019
Skills
- Understanding Member Needs
- Data Entry and Maintenance
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Inbound and Outbound Calling
- Upbeat and Positive Personality
- Building Member Trust and Loyalty
Timeline
Sales and Service Representative 2
First Technology Federal Credit Union
11.2021 - 02.2024
Member Service Representative 1
Golden 1 Credit Union
12.2019 - 09.2021
Customer Service Representative
ACE Cash Express Inc.
11.2018 - 12.2019
Customer Service Representative
California Check Cashing Stores
05.2017 - 11.2018
Cashier
Walmart
01.2017 - 05.2017
Associate of Arts -
Modesto Junior College
Similar Profiles
JAYLYN VINEYJAYLYN VINEY
Customer/Sales Representative at First Technology Federal Credit UnionCustomer/Sales Representative at First Technology Federal Credit Union
Valarie GutierrezValarie Gutierrez
Senior Analyst - Quality Assurance at First Technology Federal Credit UnionSenior Analyst - Quality Assurance at First Technology Federal Credit Union
PAVITHRAA SIVASUBRAMANIANPAVITHRAA SIVASUBRAMANIAN
Manager , Sr Product Managers at First Technology Federal Credit UnionManager , Sr Product Managers at First Technology Federal Credit Union
Suwi SimwendoSuwi Simwendo
Storekeeper/Inventory Specialist at Blue Diamond Growers Inc.Storekeeper/Inventory Specialist at Blue Diamond Growers Inc.
Leonel GutierrezLeonel Gutierrez
Automotive Mechanic at Freelance / Independent WorkAutomotive Mechanic at Freelance / Independent Work