CRISTINA RODRIGUEZ
Summary
Experienced with client account management and issue resolution. Utilizes effective communication and problem-solving skills to maintain client satisfaction. Track record of building strong client relationships and ensuring seamless service delivery.
Overview
4
4
years of professional experience
Work History
Account Service Representative III
American Heritage Federal Credit Union
Philadelphia, PA
04.2025 - Current
- Balanced up to 90 accounts simultaneously, maintaining regular contact, and professional relationships with each.
- Educated clients on relevant policies and options and answered questions to remedy issues.
- Researched options and recommended services to address clients' needs.
- Streamlined internal processes for improved efficiency and increased productivity within the team.
- Developed comprehensive account strategies to meet specific client objectives and drive overall business performance.
- Conducted regular account reviews to identify areas for improvement, leading to increased customer satisfaction and loyalty.
- Actively participated in team meetings to share best practices, discuss challenges, and contribute ideas for continuous improvement initiatives.
- Enhanced client satisfaction by efficiently addressing and resolving account-related issues.
- Managed a diverse portfolio of accounts, ensuring timely delivery of services and accurate billing practices.
- Coordinated with finance department regarding invoicing matters, contributing to timely payments from clients.
- Implemented time-saving techniques that reduced administrative tasks while maintaining accuracy in recordkeeping.
- Prepared detailed reports on account activities for management review, identifying key insights and recommendations for future action plans.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
Member Advisor II
American Heritage Federal Credit Union
Philadelphia, PA
08.2024 - 04.2025
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Managed emails and completed requests in a timely and effective manner.
Member Advisor
American Heritage Federal Credit Union
Philadelphia, PA
01.2024 - 08.2024
- Provided ongoing support to members, ensuring prompt resolution of issues and concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained strict adherence to compliance guidelines while processing transactions and managing accounts.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Contributed to a positive work environment by fostering collaboration between colleagues and promoting open communication channels within the team.
- Delivered exceptional customer service through active listening, empathy, and timely communication with members.
- Assisted members in navigating online banking platforms, promoting the use of digital tools for ease of account management.
- Helped large numbers of customers every day with a positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Account Coordinator
ENERTIA, LLC
Trevose - Feasterville, PA
02.2021 - 11.2023
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Facilitated communication between different departments to resolve issues quickly.
- Maintained calendars of upcoming events, meetings and deadlines.
- Developed strategies to improve operational procedures and reduce costs.
- Guided employees in handling difficult or complex problems.
- Resolved customer complaints or answered customers' questions.
- Monitored inventory levels and ordered additional supplies as needed.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Provided top quality control and eliminated downtime to maximize revenue.
- Managed customer expectations by clarifying needs, identifying options and recommending.
- Participated in daily huddles with team members to discuss common goals and objectives.
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
Education
Bachelor of Science - Chemistry, Minor in Biology
Universidad Interamericana De Puerto Rico
High School Diploma - undefined
Ines Maria Mendoza
06.2017
Skills
- Research Expertise
- Account Supervision
- Customer Service
- Order Management
- Appointment Scheduling
- Administrative Management
- Inventory Management
- Coaching and Mentoring
- Customer Service Management
- CRM Software
- Spanish Speaker
- Administrative Support
- Order Processing
- Account Oversight
- Quality Control
- Account Management
- Data Entry
- Scheduling
- Quality Assurance
- Decision-Making
- Administration and Operations
- Cost Control
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Account Service Representative III
American Heritage Federal Credit Union
04.2025 - Current
Member Advisor II
American Heritage Federal Credit Union
08.2024 - 04.2025
Member Advisor
American Heritage Federal Credit Union
01.2024 - 08.2024
Account Coordinator
ENERTIA, LLC
02.2021 - 11.2023
High School Diploma - undefined
Ines Maria Mendoza
Bachelor of Science - Chemistry, Minor in Biology
Universidad Interamericana De Puerto Rico