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Cathy KING
Molino
Summary
Dynamic member service professional and community outreach specialist with a proven track record at Champions First Credit Union, excelling in problem-solving and effective communication. Skilled in event planning and collaboration, driving successful outcomes in fast-paced environments. Many years of hands-on experience in the Pensacola and surrounding areas and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
2026
2026
years of professional experience
Work History
Member Service and Community Outreach Specialist
Champions First Credit Union
Pensacola, FL
2020 - Current
- Engaged in continuous learning to adapt to evolving member needs and technologies.
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with members.
- 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.
- Enhanced member satisfaction by providing exceptional member service and addressing inquiries promptly.
- Played a pivotal role in retaining valuable members during challenging situations through proactive communication and problem-solving skills.
- Delivered functionality assistance via phone and online service platforms.
- Stayed up-to-date on industry trends as well as organizational product offerings, ensuring expert delivery of advice and recommendations.
- Resolved complex issues with tailored solutions, ensuring positive outcomes for both members and the organization.
- Exceeded performance metrics consistently by delivering outstanding service quality coupled with efficient issue resolution.
- Identified areas of improvement within internal processes and contributed ideas for streamlining operations while maintaining compliance standards.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Educated members about billing, payment processing and support policies and procedures.
- Monitored cash drawers in teller station and maintained adequate cash supply.
- Responded to member requests, offering excellent support and tailored recommendations to address needs.
- Met member call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize member needs.
- Investigated and resolved member inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance member service experience and exceed team goals through effective member satisfaction rates.
- Followed up with members about resolved issues to maintain high standards of member service.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service and member concerns.
- Promoted superior experience by addressing member concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in member accounts.
- Assisted members with account inquiries and product information.
- Processed member transactions accurately and efficiently.
- Provided support in resolving member service issues to enhance satisfaction.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
Marketing Manager
Gulf Power Employees Credit Union
Pensacola, FL
2005 - 2020
- Developed and executed marketing strategies to enhance member engagement and retention.
- Managed social media campaigns, increasing brand awareness and outreach among target demographics.
- Collaborated with cross-functional teams to drive successful product launches and initiatives.
- Created compelling content for various channels, ensuring consistency in brand messaging and voice.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Managed social media accounts for optimal audience engagement and increased online presence.
- Attended exhibits and Safety Fairs, showcasing products or services effectively to potential customers or partners.
- Boosted sales performance through the creation of engaging promotional materials and targeted advertising strategies.
- Increased brand awareness by developing and implementing strategic marketing campaigns.
- Managed workflow between staff, coordinating documents, planning, and creative material distribution.
- Maintained documentation, detailing assignments, in-progress work and completed project milestones.
- Enhanced online presence, optimizing website content for CEO and improving user experience.
- Crafted persuasive marketing materials, including brochures and presentations, to support sales efforts.
- Negotiated with vendors and service providers, securing favorable terms and supporting budget objectives.
- Oversaw budget allocation for marketing initiatives, ensuring cost-effective spending and financial accountability.
- Streamlined internal communication processes, ensuring alignment between marketing objectives and organizational goals.
- Elevated brand visibility by developing and executing comprehensive marketing campaigns across multiple digital platforms.
- Increased customer engagement with creative content strategies, tailoring messages to target demographic preferences.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Continually maintained and improved company's reputation and positive image in markets served.
- Generated sponsorships with related and partnering entities to enhance marketing objectives.
Marketing Assistant
Pen Air Federal Credit Union
Pensacola, FL
1998 - 2005
- Developed targeted marketing campaigns to enhance member engagement and retention.
- Coordinated social media initiatives, increasing community interaction with Military indoctrination and high school classrooms.
- Assisted in designing promotional materials for events and member communications.
- Managed youth club and online marketing workflows, ensuring timely delivery of newsletters to members.
- Increased brand awareness by implementing targeted marketing campaigns and social media strategies.
- Coordinated trade show presence, ensuring effective representation at industry events to generate leads and increase brand visibility.
- Organized and executed promotional events to strengthen community relations and brand awareness.
- Spearheaded development of content calendar, ensuring consistent and timely publication of marketing materials.
- Wrote engaging and successful marketing, advertising, and radio copy.
Member Service Specialist
Pen Air Federal Credit Union
Pensacola, FL
1996 - 1998
- Assisted members with account inquiries and product information.
- Processed member transactions accurately and efficiently.
- Provided support in resolving customer service issues to enhance satisfaction.
- Maintained knowledge of membership programs and services for effective communication.
- Collaborated with team members to streamline service processes for better efficiency.
- Supported training initiatives for new staff on service protocols and systems.
- 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.
Education
High School Diploma -
Escambia High School
Pensacola, FLSkills
- Active Listening
- Analytical thinking
- Attention to detail
- Effective communication
- Event planning
- Goal setting
- Organizational skills
- Presentation development
- Problem-solving abilities
- Reliability
- Teamwork
Interests
Timeline
Member Service and Community Outreach Specialist
Champions First Credit Union
2020 - Current
Marketing Manager
Gulf Power Employees Credit Union
2005 - 2020
Marketing Assistant
Pen Air Federal Credit Union
1998 - 2005
Member Service Specialist
Pen Air Federal Credit Union
1996 - 1998
High School Diploma -
Escambia High School