Brienna Gonzalez
Kissimmee,Florida
Summary
Member Experience professional with expertise in account operations, fraud and dispute resolution, and electronic payment support. Proven ability to manage high-volume workflows while optimizing processes to ensure accuracy, compliance, and timely resolution of member inquiries.
Overview
7
7
years of professional experience
Work History
Member Experience Professional
Partners Federal Credit Union
Orlando, Florida
04.2023 - Current
- Deliver high-quality service to members via phone and online chat, assisting with a wide range of financial service needs while ensuring accuracy, compliance, and timely resolution.
- Troubleshoot online and mobile banking issues and educate members on financial products to enhance service experience and account utilization.
- Provide accurate account balance information, process loan payments, and facilitate internal and external fund transfers.
- Manage Velera and Q2 service tickets, proactively following up with members to resolve inquiries and route communications to appropriate departments.
- Review, submit, and track fraud claims and merchant disputes, coordinating with internal teams to ensure thorough investigation and resolution.
- Support credit and debit card services by processing orders, verifying account information, and ensuring timely delivery.
Reservations Crew (Part-Time)
JetBlue Airways
Orlando, Florida
09.2021 - 10.2022
- Provided comprehensive customer support for domestic and international travelers through phone and online chat platforms in a high-volume call center environment.
- Issued travel credits and vouchers for overbooked or canceled flights, providing compensation and support to affected travelers.
- Worked closely with gate agents to ensure smooth transition between check-in and boarding processes for customers.
Dispatch Representative
Higher Level Transporting
Orlando, Florida
12.2019 - 09.2020
- Trained new dispatch staff on systems and best practices for operations.
- Monitored shipment statuses and communicated updates to drivers and clients.
- Utilized transportation management systems for tracking and scheduling deliveries.
Customer Service Supervisor
Marriott Vacation Club
Orlando, Florida
12.2018 - 06.2019
- Supervised daily operations of customer service team to ensure high-quality service.
- Coordinated onboarding and training for new hires to enhance team integration.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
Education
High school diploma -
Saint Cloud High School
Saint Cloud, Florida05-2014
Skills
- Submitting fraud and dispute claims using CTS
- Running ACH EXC reports
- Reviewing check images through Image Center
- Service ticket management
- Training and onboarding
- Fraud investigation
- Online banking support
Timeline
Member Experience Professional
Partners Federal Credit Union
04.2023 - Current
Reservations Crew (Part-Time)
JetBlue Airways
09.2021 - 10.2022
Dispatch Representative
Higher Level Transporting
12.2019 - 09.2020
Customer Service Supervisor
Marriott Vacation Club
12.2018 - 06.2019
High school diploma -
Saint Cloud High School