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
1617 Hurffville Road, Sewell 08096
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
1130 White Horse Pike, Oaklyn, NJ 08107
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 0810207.2011
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