Charlie Guo
Middletown,NY
Summary
Experienced Member Solutions Specialist with a history of improving CU experience for Heritage Financial Credit Union by improving communication and technical capabilities. Specialist on client relations and problem solving which resulted in an enhancement of customer loyalty. Can work well within a team delivering superior service and results.
Overview
5
5
years of professional experience
Work History
Member Solutions Specialist
Heritage Financial Credit Union
01.2024 - 05.2024
- Assisted members with account inquiries, providing accurate and up-to-date information to ensure a positive experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Outside Sales Representative
Spectrum
11.2022 - 11.2023
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Contacted new and existing customers to discuss ways to meet needs through specific products and services.
- Established rapport with potential customers through cold calling and presenting product offerings tailored to their needs.
- Worked closely with cross-functional teams such as engineering or production department for smooth order fulfillment processes resulting in higher customer satisfaction rates.
Games Supervisor
HB Leisure
03.2022 - 10.2022
- Maintained a safe and enjoyable gaming environment for patrons through diligent supervision and adherence to company policies.
- Monitored game operations to enforce house rules as well as tribal, state and federal regulations.
- Trained, supervised and evaluated workers.
- Ensured legal compliance by maintaining accurate records of all transactions, incidents, and surveillance observations.
Technical Support Representative
Spectrum
02.2019 - 08.2021
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Education
Associate of Applied Science - Radiation Technology
Suny Orange
Middletown, NY06-2026
Cyber Security Engineering
Flatiron School
New York, NY01-2022
High School Diploma -
Middletown Highschool
Middletown, NY06-2015
Skills
- Client relationship building
- Exceptional communication
- Strong negotiation
- Financial acumen
- Teamwork and collaboration
- Customer service
- Team leadership
- Technical troubleshooting
Timeline
Member Solutions Specialist
Heritage Financial Credit Union
01.2024 - 05.2024
Outside Sales Representative
Spectrum
11.2022 - 11.2023
Games Supervisor
HB Leisure
03.2022 - 10.2022
Technical Support Representative
Spectrum
02.2019 - 08.2021
Associate of Applied Science - Radiation Technology
Suny Orange
Cyber Security Engineering
Flatiron School
High School Diploma -
Middletown Highschool
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