Summary
Overview
Work History
Education
Skills
Timeline
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Charlie Gomez

Camden,New Jersey

Summary

Attentive Member Service Specialist Supervisor well-versed in handling member issues to boost satisfaction and accomplish sales objectives. Skillful in managing routine member requirements, company standards and successful customer service techniques. Talented relationship-builder and analytical problem-solver.


Increase loan production with strong consultative and cross-selling strategies. Bringing seven+ years of experience in sales and service roles combined with excellent records management and administrative skills. Skilled at using internal knowledge systems to identify and implement proactive solutions.

Overview

8
8
years of professional experience

Work History

Member Service Specialist Supervisor

First Harvest Credit Union
07.2021 - Current
  • Trained, mentored and evaluated employees on service quality, knowledge and performance.
  • Kept administrative records current and accurate to promote efficiency and team effectiveness.
  • Helped customers understand benefits with thorough, knowledgeable and friendly explanations.
  • Recommended specific products and services in alignment with individual needs, requirements and specifications.
  • Completed in-depth research to answer more complex questions.
  • Answered member questions regarding enrollment, claims, benefits, referrals and pre-authorizations.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Led team of representatives servicing account holders.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Investigated problems and discrepancies to resolve issues with renewals and member benefits delivery.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Delivered functionality assistance via phone and online service platforms.
  • Completed training and worked effectively under high-pressure client services environments.
  • Successfully handled high volume of inbound calls while representing offerings such as personal loans, auto loans, and home equities/ home equity lines of credit.
  • Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
  • Increasing sales volume by uncovering needs of our members and consistently maintaining a personal insured loan percentile of 68%-88%.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Teller

TD Bank
12.2015 - 11.2020
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Educated customers on use of banking website and mobile apps.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Maintained friendly and professional customer interactions.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Cross-sold credit cards, loans and other bank products.
  • Quick and precise navigating skills of teller base programs, allowing for service of up to 80+ customers serviced daily

Education

High School Diploma -

Leap Academy Charter School
549 Cooper St, Camden, NJ 08102
07.2011

Skills

  • Resolving Discrepancies
  • Store Merchandising
  • Training Classes
  • Training and Development
  • Relationship-Driven Selling
  • Call Center Operations
  • Member Relations
  • Team Goals
  • Workflow Management
  • Customer Inquiries
  • Customer Loyalty
  • Research

Timeline

Member Service Specialist Supervisor

First Harvest Credit Union
07.2021 - Current

Teller

TD Bank
12.2015 - 11.2020

High School Diploma -

Leap Academy Charter School

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Charlie Gomez