Cheryl Williams Roberts
Waldorf,MD
Summary
To obtain gainful employment in the clerical computer field with opportunities for advancement.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Member Service Representative II
State Department Federal Credit Union
Alexandria, NV
11.2023 - 09.2025
- Assisted members with account inquiries and transaction processing.
- Educated members on credit union products and services.
- Resolved member issues through effective communication and problem-solving.
- Managed high-volume inbound calls to assist customers effectively.
- Resolved customer inquiries utilizing company systems and knowledge base.
- Documented customer interactions accurately for future reference and analysis.
- Collaborated with team members to improve service delivery and efficiency.
- Educated customers on product features and benefits during calls.
- Handled escalated issues to ensure customer satisfaction and retention.
- Maintained updated knowledge of products, services, and promotions offered.
- Adhered to call center protocols for quality assurance and compliance standards.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
CMS Teller Supervisor
Loomis Armored US, LLC.
Springfield, US
03.2020 - 08.2023
- Responsible for supervising daily CMS operations which included deposit verification, change order preparation, currency/coin inventory management and balance and audit functions while providing services to Loomis Customers.
- Responsible for personnel actions and monitor staff performance
- Ensure accountability and security of all funds and adheres to compliance, industry standards, audit requirements and company policies.
- Implement, monitor policies and procedures to ensure accountability and security of all currency.
- Service as liaison with the Federal Reserve Bank, banks, commercial customers to identify and resolve problems.
- Monitor workflow and adjust staffing needs and maintenance schedules as needed
CMS LEAD
Loomis
Springfield, US
01.2015 - 03.2020
- Supervise workflow of cash operations within a vaulted facility, to include deposit/ATM residual cash verification, change order preparation, and currency/coin inventory management; while providing services to banks, commercial and coin and ATM customers.
- Monitor staff performance.
- Ensure accountability and security of all funds transiting the branch and adhere to compliance, industry standards, audit requirements, company policies.
- Schedule staffing to meet productivity goals.
- Problem solving-quickly and accurately resolves out of balance conditions.
- Conduct routine audits and properly document audits as required by branch management and company policy.
- Provide assistance in training and coaching all CMS personnel.
- Report any and all potential disciplinary actions and/warnings to CMS Supervisor and CMS Manager.
CMS Teller
Loomis
Springfield, US
01.2009 - 01.2015
- Ensure the safe and secure preparation and processing of cash, coin, and check deposits for our customers.
- Conduct deposit verification using counting equipment and procedures.
- Separate currency, coin, and check deposits received from commercial customers providing accurate count by denomination.
Assistant Branch Manager
SunTrust Bank
Forestville, US
06.2003 - 08.2008
- Assist with managing the branch office to meet the financial services needs of customers.
- Assist the Branch Manager in providing leadership to the bank through efficient daily operations in all areas of banking service.
- Assist the Branch Manager in efforts to reach profit, performance, and customer service goals.
- Ensure the office is compliant with operating policies, procedures and outside regulatory requirements.
- Make sure all personnel are adequately trained with respect to product knowledge and selling techniques.
- Provide investigation, analysis, and resolution to customer problems and concerns; assure customer needs are met.
- Make business development calls to prospective new and current customers.
- Assist with monitoring branch financial activities, perform audits, review and prepare reports, manage cash levels for the branch.
Customer Service Representative
SunTrust
Forestville, US
03.2000 - 06.2003
- Responsible for providing industry leading client service experience both in person and on the phone through the development and expansion of new and existing client relationships.
- Provides financial solutions that meet client needs based on consultative conversations and referrals to other business partners for additional business growth opportunities.
- Cross-trained to support teller transactions as needed.
Bank Teller
Crestar Bank
Forestville, US
10.1998 - 03.2000
- Assist clients with transactions, performing operational duties and processing work while maintaining audit standards, security, and control functions to protect the Bank from loss.
- Process deposits, transfers, withdrawals and other transactions will high level of customer service.
- Recommend bank products and services to customers by having beneficial conversations during daily transactions.
Education
High school diploma -
Sussex Central High School
Sussex, VASkills
- PC skills(including Microsoft office, banking platforms)
- Problem solving and conflict resolution capabilities
- Strong written, verbal and interpersonal communication skills
- Consistent excellent customer service skills
Certification
Banking, 03/01/86, Present
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Member Service Representative II
State Department Federal Credit Union
11.2023 - 09.2025
CMS Teller Supervisor
Loomis Armored US, LLC.
03.2020 - 08.2023
CMS LEAD
Loomis
01.2015 - 03.2020
CMS Teller
Loomis
01.2009 - 01.2015
Assistant Branch Manager
SunTrust Bank
06.2003 - 08.2008
Customer Service Representative
SunTrust
03.2000 - 06.2003
Bank Teller
Crestar Bank
10.1998 - 03.2000
High school diploma -
Sussex Central High School