Carla Maria Cristina Songco
San Antonio,TX
Overview
2
2
Languages
20
20
years of professional experience
Work History
Member Service Representative
Randolph Brooks Federal Credit Union
San Antonio, Texas
07.2024 - 10.2026
- Processed new member accounts and updated personal information accurately
- Assisted credit union members with deposits, withdrawals, and account questions
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Resolved telephone and in-branch service requests with professional communication
- Explained online banking, mobile deposit, and account access features
- Strengthened member relationships by delivering exceptional service during each interaction.
- Maintained confidential member records and complied with federal credit union policies
- Reviewed account transactions for errors and reported suspicious activity
- Supported loan payments, transfers, and other routine member transactions
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Assisted members in resolving account issues and navigating internal systems for efficient transaction handling.
- Presented and explained services and products to meet member needs.
- Handled customer complaints in an efficient and courteous manner.
- Answered member questions about products and services.
- Balanced cash drawer and followed branch security procedures
- Flexibility between, Tellering, New Account openings, Drive Thru Tellering and being a Lobby Coordinator
Customer Service Representative
T-Mobile
Bacolod City, nes
03.2022 - 11.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved T-Mobile customer billing inquiries through phone and chat support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Explained wireless plans, device features, and add-on services to customers.
- Assisted customers with troubleshooting mobile service and device connectivity issues.
- Guided customers through activation, upgrades, and plan changes.
- Processed payments, credits, and account changes using T-Mobile systems.
- Updated customer accounts in T-Mobile CRM with accurate service notes.
- Reviewed account details to verify identity and protect customer information.
- Documented service requests and escalated complex issues to support teams.
Branch Manager
UnionBank of the Philippines
Bacolod City, Philippines
04.2007 - 03.2018
- Managed branch operations for UnionBank retail banking and service standards
- Directed branch staff scheduling, coaching, and daily task flow
- Managed and inspired team members to achieve performance goals.
- Conducted regular performance reviews for all employees in the branch.
- Supervised deposit, loan, and cash handling processes
- Approved transactions within delegated branch authority limits
- Monitored branch audit requirements and control procedures
- Resolved customer concerns with clear service and policy guidance
- Resolved escalated customer complaints in a timely manner.
- Guided team members in problem resolution and customer service to enhance client satisfaction.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Delegated tasks to employees and reviewed work for accuracy and neatness.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Managed cash vault transactions, including cash deposits and withdrawals, while ensuring accurate end-of-day reconciliation.
- Executed daily ATM cash replenishment and performed balancing to ensure operational efficiency.
Education
Bachelor of Science in Commerce - Marketing Management
The University of St. La Salle
Bacolod City, Philippines03-2021
High School Diploma -
St. Scholastica's Academy
Bacolod , Philippines03-1996
Skills
- Account opening
- Transaction processing
- Payment processing
- Cash handling
- Product sales
- Complaint handling
- Product recommendations
- Excellent Customer Service
- Attention to detail
- Problem solving
- Multitasking
- Teamwork
- Adaptability
- Active Listener
- Professionalism
- Punctual
Languages
English
Full Professional
Tagalog / Philippine Language
Full Professional
Timeline
Member Service Representative
Randolph Brooks Federal Credit Union
07.2024 - 10.2026
Customer Service Representative
T-Mobile
03.2022 - 11.2023
Branch Manager
UnionBank of the Philippines
04.2007 - 03.2018
Bachelor of Science in Commerce - Marketing Management
The University of St. La Salle
High School Diploma -
St. Scholastica's Academy