Dahlia Trevino
San Antonio,TX
Summary
Dynamic professional with extensive experience at Security Service Federal Credit Union, excelling in customer service and performance tracking. Proven track record of enhancing member engagement through tailored events and proactive communication. Skilled in team training and project management, consistently achieving high retention rates while fostering collaborative environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Lead Member Consultant
Security Service Federal Credit Union
10.2024 - Current
- Delivered exceptional customer service, exceeding member expectations consistently.
- Ensured adherence to credit union policies and procedures, regular training sessions for ongoing compliance awareness among team members.
- Established team priorities, maintained schedules and monitored performance.
- Prepared and presented sales boards to align with credit union goals.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Resolved elevated issues promptly, minimizing negative impact on member experience.
Member Consultant II
Security Service Federal Credit Union
01.2022 - 10.2024
- Trained new employees in company procedures and policies, facilitating smooth integration into the team environment.
- Managed membership accounts.
- Facilitated the onboarding process for new members, providing a seamless transition into their memberships.
- Educated members on the benefits of various membership options, increasing revenue opportunities for the organization.
Senior Member Contact Specialist
Security Service Federal Credit Union
07.2020 - 01.2022
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Handled escalated customer call issues promptly and professionally, demonstrating genuine concern for their needs while working diligently towards satisfactory resolutions.
- Facilitated seamless transitions by phone for new customers by providing comprehensive onboarding assistance.
- Global, Self-service, Lend Line, Escalations and card trained.
- Responded to customer requests for products, services, and company information.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Provided exceptional customer support during peak periods, helping maintain the highest level of service quality despite increased demand.
Member Service Representative
Security Service Federal Credit Union
06.2019 - 07.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.personal
- 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.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
Lead Products Specialist
Randolph Brooks Federal Credit Union
12.2017 - 06.2018
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Boosted customer retention by providing exceptional product support and addressing user concerns for consumer lending.
- Implemented quality assurance measures to ensure consistent delivery of exceptional customer service across the team.
- Established a collaborative work environment with consumer lending by fostering open communication and promoting teamwork among support staff.
Senior Member Service Representative
Firstmark Federal Credit Union
06.2011 - 12.2017
- Strengthened relationships with members through personalized interactions and attentive service.
- Demonstrated commitment to excellence in member service by consistently meeting or exceeding performance targets.
- Educated members on features and benefits of credit union products and services. to drive revenue.
- Strengthened customer relationships through attentive service and prompt resolution of inquiries.
Education
High School Diploma -
Luther Burbank High School
San Antonio, TX01-1999
Skills
- Performance tracking
- Financial literacy
- Customer service
- Product and service sales
- Team Training
- Project management
- Active listening
- Team building
- Maintain compliance
Certification
2024 Developing Leaders Graduate
Timeline
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