Breanna Coon
Martinsburg,WV
Summary
Dynamic professional with a proven track record at Navy Federal Credit Union, excelling in customer service and escalation handling. Skilled in fostering teamwork and collaboration, I enhanced customer satisfaction and relationship building. Leveraged Microsoft Office expertise to streamline processes, achieving significant improvements in service delivery and operational efficiency.
Overview
10
10
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
Winchester, VA
10.2022 - Current
- 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 to answer questions about products and services.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Treatment Support Specialist
Board Of Child Care
Martinsburg, WV
11.2019 - 09.2022
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Built and managed relationships with key clients and partners to drive growth.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
Lead Teacher
Little Eagles Child Care
Kearneysville, WV
08.2014 - 03.2020
- Assisted in creating a safe and nurturing environment that promoted emotional well-being and academic growth for all students.
- Established positive relationships with parents through regular communication regarding student progress.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
- Planned and implemented different daily activities to enhance overall development and growth of every student.
- Implemented behavior modification strategies, resulting in improved self-regulation and classroom participation among students.
- Designed lesson plans for students and worked closely with administration for compliance with any request of space.
- Mentored new teachers on best practices for classroom management and instructional techniques, contributing to their professional growth and effectiveness in the classroom.
- Designed and executed project-based learning experiences, promoting teamwork, problem-solving skills, and real-world connections for students.
- Created and developed lesson plans to meet students' creativity needs.
- Boosted cultural awareness by incorporating children's literature from world cultures.
Education
Bachelor of Science - Psychology
Fairmont State University
Fairmont, WVMaster of Science - Counseling Psychology
Bowie State University
Bowie, MDSkills
- Customer Service
- Escalation Handling
- Teamwork and Collaboration
- Customer Support
- Credit Union Knowledge
- Call center experience
- Policy understanding
- Relationship Building
- Calm and Professional Under Pressure
- Microsoft Office
Timeline
Member Service Representative
Navy Federal Credit Union
10.2022 - Current
Treatment Support Specialist
Board Of Child Care
11.2019 - 09.2022
Lead Teacher
Little Eagles Child Care
08.2014 - 03.2020
Bachelor of Science - Psychology
Fairmont State University
Master of Science - Counseling Psychology
Bowie State University