Brionna Quarterman
Fairburn,GA
Summary
Experienced Member Service Representative with a strong background in customer service and banking, accumulated over eight years. Demonstrated success in improving customer engagement and efficiency at Delta Community Credit Union. Expertise in handling diverse customer needs. Focused on driving positive outcomes and maintaining high service standards.
Overview
5
5
years of professional experience
Work History
Hybrid Member Service Agent
Delta Community Credit Union
03.2025 - Current
- Provide exceptional member assistance via in-branch and remote platforms.
- Assist members with account inquiries, balances, transfers, loan applications, and online/mobile banking troubleshooting.
- Resolve member issues promptly using strong problem-solving and active listening skills.
- Maintain full knowledge of Delta Community products—including checking/savings accounts, credit cards, personal loans, and financial wellness services.
- Process transactions accurately (deposits, withdrawals, payments, account updates) while following compliance and security guidelines.
- Educate members on financial products, digital tools, and best ways to manage accounts.
- Meet or exceed performance metrics including call quality, response time, customer satisfaction, and accuracy.
- Work collaboratively with branch staff and remote teams in a hybrid work environment.
- Uphold credit union values while providing patient, friendly, and professional member service.
Contact Center Representative
Credit Union of Atlanta
12.2023 - 03.2025
- Provided high-quality member support via inbound/outbound calls, email, and digital channels.
- Assisted members with account inquiries, online banking issues, card disputes, transfers, payments, and product information.
- Verified member identity using security protocols and ensured compliance with credit union policies.
- Resolved member concerns efficiently using strong problem-solving and active listening skills.
- Processed requests such as balance checks, loan payoffs, payment arrangements, and account updates.
- Guided members through mobile and online banking features to improve self-service use.
- Documented all interactions accurately with detailed notes
- Met or exceeded performance metrics including call quality, hold time, first-call resolution, and customer satisfaction.
- Escalated complex issues to appropriate departments while ensuring smooth follow-up for the member.
Teller
Credit Union of Atlanta
01.2022 - 12.2023
- Processed customer transactions efficiently and accurately, ensuring compliance with banking policies.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Maintained cash drawer accuracy through diligent balancing and record-keeping practices.
- Assisted in training new tellers on operational procedures and customer engagement techniques.
- Utilized banking software to manage customer accounts and track transaction history effectively.
- Identified opportunities for process improvements, contributing to enhanced operational efficiency.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
Stocker
Target
05.2021 - 01.2022
- Stocked shelves efficiently to maintain product availability and organization.
- Assisted in inventory management through accurate restocking and shelf auditing.
- Collaborated with team members to ensure timely product displays and promotions.
- Utilized handheld devices for inventory tracking and order processing.
- Monitored stock levels to identify reorder needs, reducing out-of-stock occurrences.
- Trained new team members on stocking procedures and safety protocols.
- Maintained cleanliness and safety standards throughout the stockroom and sales floor.
Skills
- Critical thinking
- Decision-making
- Flexibility
- Knowledge retention
- Organization
- Punctuality
Timeline
Hybrid Member Service Agent
Delta Community Credit Union
03.2025 - Current
Contact Center Representative
Credit Union of Atlanta
12.2023 - 03.2025
Teller
Credit Union of Atlanta
01.2022 - 12.2023
Stocker
Target
05.2021 - 01.2022