Bailey Mason
Member Experience Associate
Howell,Michigan
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Member Experience Associate
Lake Trust Credit Union
07.2021 - Current
- Provided exceptional service by understanding member needs and recommending appropriate products or services.
- Assisted members in navigating online platforms, resulting in smoother user experience and higher digital adoption rates.
- Utilize empathetic communication and effective problem-solving techniques to de-escalate situations with irate members during phone interactions.
- Educated members on benefits of various programs and services.
- Built strong relationships with members through clear communication, empathy, and active listening skills.
- Enhanced member satisfaction by promptly addressing concerns and providing personalized solutions.
Member Experience Associate - Research
Lake Trust Credit Union
01.2023 - Current
- Managed and fulfilled a variety of member requests, including preparation and processing of forms, letters, and statements, ensuring timely and accurate service delivery.
- Conducted thorough investigations of wire transfers submitted through the Contact Center to ensure compliance and detect any potential fraudulent activity.
- Managed and updated Solution Center articles to ensure provision of accurate information, while also drafting articles for new procedures to enhance resource accessibility.
- Provided guidance and coaching to MEA staff on standard operating procedures to enhance performance and ensure compliance.
- Facilitated huddles for new hires to provide an overview of our Research operations.
Member Experience Associate - Advisor
Lake Trust Credit Union
05.2024 - Current
- Provided mentorship and training to new MEAs by allowing them to shadow the processes and observe best practices in job execution.
- Provided support to new hires during their initial few weeks of onboarding, assisting them with phone inquiries and guiding them through challenges to ensure a smooth transition into their roles.
- Provided dedicated assistance via the Support line, addressing inquiries and resolving issues to ensure optimal customer satisfaction.
Server
Sushi Zen
06.2016 - 06.2021
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained clean and orderly dining area for an enjoyable guest experience.
- Performed opening and closing duties, ensured dining area was prepared for seamless service transitions.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
Education
High School Diploma -
Howell High School
Howell, MI 09.2012 - 06.2016
Skills
Exceptional Communication
Patience and Composure
Training and Onboarding
Conflict Resolution
Effective Decision Making
Customer Service
Issue Resolution
Teamwork and Collaboration
Multitasking
Organizational Skills
Timeline
Member Experience Associate - Advisor
Lake Trust Credit Union
05.2024 - Current
Member Experience Associate - Research
Lake Trust Credit Union
01.2023 - Current
Member Experience Associate
Lake Trust Credit Union
07.2021 - Current
Server
Sushi Zen
06.2016 - 06.2021
High School Diploma -
Howell High School
09.2012 - 06.2016
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