Dalisha Gibbs
Summary
Dynamic Member Service Representative with extensive experience at Jersey Shore Federal Credit Union, excelling in customer satisfaction and relationship building. Proven track record in dispute resolution and account management, consistently exceeding performance metrics. Adept at educating clients on financial products while maintaining a calm and professional demeanor under pressure.
Experienced with handling member inquiries and delivering comprehensive support. Utilizes excellent communication and problem-solving skills to resolve issues efficiently. Knowledge of fostering positive member relationships and enhancing service satisfaction.
Professional service professional with focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Member Service Representative III
Jersey Shore Federal Credit Union
Hammonton
06.2022 - Current
- 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.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Educated and engaged customers with new bank products and services.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Managed daily balancing tasks reducing discrepancies in accounting records while maintaining accuracy.
- Resolved customer issues through thorough dispute investigation.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
Bank Teller
Parke Bank
Sewell, NJ
05.2014 - 05.2022
- Managed high-volume transactions during peak hours while maintaining a ttention to detail, ensuring seamless customer experience.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
Education
High School Diploma -
Pleasantville High School
Pleasantville, NJ06-2021
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Transaction processing
- Account management
- Call center experience
- Dispute resolution
- Issue resolution
- Escalation handling
- Product recommendations
- Complaint handling
- Client education
- Service upselling
- Sales strategy
- Service recommendations
- Banking
- Account reconciliation
- Document processing
- Payment processing
- Member onboarding
- Member account management
- Banking operations support
- Data security techniques
- Member correspondence
- Calm and professional under pressure
- Customer relationship management (CRM)
- Understanding customer needs
- Data entry
- Professional telephone demeanor
- Product knowledge
- Account updates
- Sales and upselling
- Remote office availability
- MS office
- Employee coaching
- Service standard compliance
Accomplishments
- Supervised team of 5-10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Documented and resolved bank fraud which led to members not losing their money and opening an account with JSFCU.
I have many 5 Star reviews on Jersey Shore Federal Credit Union's website
My Name is Dalisha " Lili" Gibbs. I have many wonderful reviews on our JSFCU website due to great & efficient member service. Most of our members want to work with me because of my job and product knowledge.
Timeline
Member Service Representative III
Jersey Shore Federal Credit Union
06.2022 - Current
Bank Teller
Parke Bank
05.2014 - 05.2022
High School Diploma -
Pleasantville High School