Dahlia Gonzales-Trevino
San Antonio,TX
Summary
Dynamic professional with extensive experience in customer service, consistently enhancing member satisfaction and retention. Expertise in organizing tailored events and utilizing proactive communication strategies to boost member engagement. Proven ability to foster collaborative team environments while achieving performance targets.
Overview
1
1
Certification
15
15
years of professional experience
Work History
FSR III
Third Coast Bank
San Antonio, Texas
03.2026 - Current
- Provided exemplary customer service to all bank customers, enhancing satisfaction and retention.
- Provided attentive service to customers in-person and over the phone, fostering positive customer relationships.
- Executed daily operational tasks with precision, ensuring smooth bank operations.
- Sorted and scheduled tasks to effectively meet service objectives and improve workflow.
Lead Member Consultant
Security Service Federal Credit Union
10.2024 - Current
- Delivered outstanding customer service, consistently surpassing member expectations.
- Organized member-focused events that increased community engagement.
- Analyzed member feedback data to pinpoint improvement opportunities in organizational operations.
- Established team priorities, maintained schedules and monitored performance.
Member Consultant II
Security Service Federal Credit Union
01.2022 - 10.2024
- Educated members on benefits of various membership options, enhancing informed decision-making.
- Managed membership accounts, ensuring accurate billing and timely payments.
- Boosted customer retention rates through proactive communication and followup.
- Facilitated the onboarding process for new members, providing a seamless transition into their memberships.
- Resolved complex issues promptly, minimizing negative impact on member experience.
- Promoted additional services to existing members, generating revenue opportunities for organization.
- Trained new employees on company procedures and policies, ensuring smooth team integration.
Senior Member Contact Specialist
Security Service Federal Credit Union
07.2020 - 01.2022
- Handled escalated customer call issues promptly and professionally, demonstrating genuine concern for their needs while working diligently towards satisfactory resolutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Provided exceptional customer support during peak periods, helping maintain the highest level of service quality despite increased demand.
- Facilitated seamless transitions for new customers by providing onboarding assistance and training resources via phone.
- Responded to customer requests for products, services, and company information.
- Enhanced sales abilities and product knowledge to deliver optimal service and consistently meet quotas.
- Identified and implemented process improvements that enhanced workflows and reduced operational costs.
Member Service Representative
Security Service Federal Credit Union
06.2019 - 07.2020
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Boosted customer satisfaction through personalized banking solutions and dedicated service.
- Assisted large volume of customers daily, fostering positive experiences and prioritizing customer satisfaction.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.personal
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
Lead Products Specialist
Randolph Brooks Federal Credit Union
12.2017 - 06.2018
- Enhanced customer retention through exceptional product support and proactive resolution of user concerns in consumer lending.
- Developed quality assurance measures that ensured consistent delivery of exceptional customer service across the team.
- Cultivated a collaborative work environment in consumer lending by fostering open communication and promoting teamwork among support staff.
- Demonstrated self-motivation by completing tasks independently and efficiently.
- Adapted quickly to fast-paced work settings to meet demands.
Senior Member Service Representative
Firstmark Federal Credit Union
06.2011 - 12.2017
- Demonstrated commitment to excellence in member service by consistently meeting or exceeding performance targets.
- Improved retention rates by conducting diligent follow-ups on member inquiries and resolving issues promptly.
- Cultivated strong member relationships through personalized interactions and attentive service, enhancing overall member satisfaction.
- Streamlined transaction records and interactions for seamless handovers between team members, minimizing service disruptions.
Education
High School Diploma -
Luther Burbank High School
San Antonio, TX01-1999
Skills
- Goal setting
- Customer service
- Data analysis
- Membership management
Certification
Developing Leaders
References
Yvette De La Cruz- Assistant Branch Manager Hwy 90 SSFCU
Tami Elms-Lara- Assistant Branch Manager SEM SSFCU
Rosemarie Lozano-Relationship Associate TCB
Projects
Client Central-
- Responsible for reviewing new procedures that will be available each
- Weekly procedure reviews.
- Procedure reviewed.
- Selected as a SME with expectations of 4-5 procedures to review.
- Testing Pilot
Debt Cancellation 2024
- Review the Synergy export for content that has been selected as requiring updates.
- Review how to make modify Word documents containing existing procedures.
- Review how to create new content for Synergy.
Timeline
FSR III
Third Coast Bank
03.2026 - Current
Lead Member Consultant
Security Service Federal Credit Union
10.2024 - Current
Member Consultant II
Security Service Federal Credit Union
01.2022 - 10.2024
Senior Member Contact Specialist
Security Service Federal Credit Union
07.2020 - 01.2022
Member Service Representative
Security Service Federal Credit Union
06.2019 - 07.2020
Lead Products Specialist
Randolph Brooks Federal Credit Union
12.2017 - 06.2018
Senior Member Service Representative
Firstmark Federal Credit Union
06.2011 - 12.2017
High School Diploma -
Luther Burbank High School