Brenda I. Garcia
Pomona,CA
Summary
Accomplished professional with extensive experience in member services, focused on delivering exceptional results. Proven track record in enhancing member engagement and satisfaction through effective communication and problem-solving. Team-oriented and adaptable, known for reliability and commitment to achieving results. Proficient in conflict resolution and member relationship management.
Overview
5
5
years of professional experience
Work History
Member Service Representative
California Credit Union
09.2024 - 11.2024
- 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.
- 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.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
COURTESY CLERK
GAREY LOAN AND & JEWELRY
10.2022 - 08.2024
- Helped maintain a positive store image by keeping entranceways clean, clear, and welcoming for customers.
- Maintained cleanliness of store premises, resulting in an inviting shopping environment for customers.
- Improved customer experience by offering assistance with locating products throughout the store when needed.
- Collaborated with team members to maintain a well-organized and efficient work area.
- Upheld high standards of professionalism while interacting with customers, coworkers, and supervisors alike.
- Provided exceptional customer service, addressing concerns and inquiries promptly and professionally.
- Addressed customer complaints in a friendly and helpful manner to restore satisfaction and loyalty.
- Delivered prompt service to prioritize customer needs.
- Showed merchandise to customers and helped to negotiate.
- Read and followed federal regulations on contracts and payments.
- Made helpful suggestions and friendly customer service that promoted sales.
Member Service Specialist III
GOLDEN 1 CREDIT UNION
10.2019 - 06.2022
- Opening new accounts and offered products to potential members
- Following regulations and policies to minimize losses to the institution
- Assisting members with fraud and disputes on there accounts
- Submitting referrals to investments and mortgage department
- Obtaining the proper identification for CIP audits
- Helping to inform clients about products such as loans/credits cards and submitting applications
- Clearing name alias and annotating loans to finalize loans
- Complying with regulations to give disclosures for new accounts
- Assisting in lobbying on down time
- Providing friendly customer service with a positive experience
- Greeting customers and assisting with questions about loans
- Cleaning work area providing a sanitary workplace
- Courteously answer phone calls and answer customer questions
- Filling out applications with the right information needed for loans
- Scanning, and copying documents
- Maintain an accurate count in the registers during every shift
- Handle monetary transactions and verify the validity of the payment to avoid fraud
- Working with management to execute goals and objects for the company
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Played a pivotal role in retaining valuable clients during challenging situations through proactive communication and problem-solving skills.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Completed training and worked effectively under high-pressure client services environments.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Cross-trained and provided backup support for organizational leadership.
Education
Fashion Merchandising in Retail Management - Business
California State Polytechnic University, Pomona
Pomona, CA12-2025
Skills
- Interpersonal communication
- Organizational skills
- Professionalism
- Independent work
- Bilingual
- Adaptability
- Flexibility
- Attention to detail
- Multitasking
- Microsoft Office
- Customer engagement
- Exceptional communication
- Relationship building
- Workflow management
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Multitasking Abilities
- Calm and professional under pressure
- Excellent communication
- Money handling
- Decision-making
- Teamwork skills
- Goal setting
- Administrative and office support
- De-escalation techniques
- Verbal and written communication
- Team collaboration
Languages
Spanish
Full Professional
Timeline
Member Service Representative
California Credit Union
09.2024 - 11.2024
COURTESY CLERK
GAREY LOAN AND & JEWELRY
10.2022 - 08.2024
Member Service Specialist III
GOLDEN 1 CREDIT UNION
10.2019 - 06.2022
Fashion Merchandising in Retail Management - Business
California State Polytechnic University, Pomona
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