Summary
Overview
Work History
Education
Skills
Timeline
Generic

Celina Gutierrez

San Antonio

Summary

I want to achieve a successful career with Security Service, and grow within the organization. In addition, I’m a great candidate that can easily adapt to new environments and roles. I have learned and gained so much knowledge, and wisdom throughout my career, which sets my work foundation to a good start. My leadership qualities can help in managing the work efficiently and achieving the goals of the organization.


I demonstrate strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. I bring positive attitude and commitment to continuous learning and growth.

Overview

17
17
years of professional experience

Work History

SR Member Service Operation Specialist

SSFCU
08.2020 - Current
  • Review branch operations to ensure policies and procedures are in place.
  • Review branch transactions to ensure employees are following processes and guidelines
  • Have monthly meetings with AVPs, Branch Manager’s, and employees to discuss trending errors, and provide reminders and feedback of the Ops team
  • Review new account applications booked by employees
  • Review Power of Attorneys scanned by branches and member’s waiting
  • Review NRA maintenance is accurate, performed by colleague
  • Facilitate Huddle once a month, and review Reminders & Update with the team
  • Submit ticket errors, and email errors to employees and management
  • Communicate with AVPs for third attempts on errors not completed
  • Present a Unsatisfactory Branch Audit to AVP’s and managers

Senior Consumer Loan Officer

SSFCU
05.2012 - 08.2020
  • Reviewed credit reports thoroughly before making lending decisions, ensuring that all relevant information was considered when assessing risk levels associated with a specific borrower profile.
  • Assisted customers in selecting appropriate loan products based on their financial needs and goals.
  • Maintained compliance with federal regulations, ensuring proper documentation and adherence to guidelines throughout the loan process.
  • Increased customer satisfaction levels through prompt, accurate, and friendly service in the loan process.
  • Review and decision consumer loans such as signature loans, bill consolidation loans, autos, motorcycles, recreational vehicles, boats, credit cards, line of credits
  • Exceed daily average goals the department requires.
  • Assist with incoming calls from employees and members with questions of their denial and escalated calls.

Member Contact Center Specialist

SSFCU
09.2008 - 05.2012
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Facilitated cross-functional collaboration among departments when necessary for issue resolution or process enhancement initiatives. Such as credit cards, loans, balance inquiry's, Home Equity Loans, and payments.
  • Offered personalized solutions to customer issues, resulting in improved loyalty and retention rates.
  • Collaborated with team members to share best practices, optimizing overall contact center performance.

Education

Associate of Arts -

Alamo Community College
SA, TX

Bachelor of Arts - Business

University of Arizona Global Campus
09-2025

John Jay HS
SA, TX
06-2002

Skills

  • Promote motivation
  • Active Listener
  • Organizational and time management skills
  • Corporate communications
  • Problem solver
  • Takes Initiative in a team setting
  • Attention to details
  • Fluent in English and Spanish
  • Team Player
  • Multi-tasker
  • Quick Learner
  • Goal Setter

Timeline

SR Member Service Operation Specialist

SSFCU
08.2020 - Current

Senior Consumer Loan Officer

SSFCU
05.2012 - 08.2020

Member Contact Center Specialist

SSFCU
09.2008 - 05.2012

Associate of Arts -

Alamo Community College

Bachelor of Arts - Business

University of Arizona Global Campus

John Jay HS