Dallas M Baines
Milton,FL
Summary
My focus in my career is to foster an environment of inclusiveness and developmental achievements. Seeing peers reach their goals and creating their own path has become the highlights of my career that keep me on my journey to grow. I work well with others as well as on my own to reach goals. My aspirations in my role and career are clear, help those around me as I continue to move myself forward.
Overview
2
2
years of professional experience
Work History
Member Service Rep III
Navy Federal
Pensacola, USA
06.2024 - Current
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Developed and trained 3 new customer service representatives on the proper handling of customer inquiries
- Handled an average of 4 escalations per day, engaging with customers in a friendly, courteous, and professional manner
- Taking time to insure the member feels heard
- Taking time to fully understand the members situation and work quickly and efficiently to resolve their issue
- Reduced average call duration by quickly identifying members needs by using member Insights
- Assisting fellow MSR's with manual pages and answering procedure questions
- Upheld the highest standards of KPI consistently over the last 6 months
- Developed a better understanding of the company's product offerings, creating value to the members
- Working with other departments to help alert leadership to company-wide member issues
MSR Mentor
Navy Federal Credit Union
Pensacola, FL
09.2024 - 01.2025
- Monitored and evaluated mentees' progress, providing feedback and guidance to ensure success.
- Mentored individuals on professional development topics such as communication skills, problem-solving and goal setting.
- Conducted regular one-on-one meetings with each mentee to discuss challenges, successes and goals.
- Created an atmosphere of mutual learning by offering constructive criticism in a supportive environment.
- Supported the growth of existing staff through coaching conversations focused on individual strengths.
- Researched various industry trends in order to develop innovative approaches for mentorship programs.
- Maintained up-to-date records of mentor and mentee interactions in order to track progress over time.
Member Service Rep II
Navy Federal
Pensacola, USA
09.2023 - 06.2024
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Contributed to the company's growth strategy by offering other products and services to members to bring value to the membership
- Providing professional and friendly member service to encourage recommending family and friends to join
- Keeping up to date on changes to policy and procedures to insure accuracy in assisting members
- Sharing tip and trainings to help fellow MSR's with their development
- Taking training bites and attending events to grow and advance in my career
- Taking on new skills to be able to further assist our members
- Became Engagement Ambassador
- Promoting events and Pulse surveys to help enhance my teams experience within Navy Federal
- Share and promote employee benefits and services
- Active in keeping team engagement going through sending Celebrate you's, posting pulse checks in the team chat
- Providing word searches and crosswords
- Volunteers to help arrange team events
Member Service Rep I
Navy Federal
Pensacola, USA
02.2023 - 09.2023
- Providing friendly and professional member service
- Learning to become proficient in my role
- Taking training bites to learn new skills to move forward in my career
- Engaging with my team and leadership
Education
Being Resilient, Problem-Solving Techniques, Conflict management and resolution, Situational adaptability, Conflict resolution foundations, How to be a good mentee and mentor, Time management fundamentals, Time management working from home, LTD Conflict management, LTD Defusing difficult situations, Building better relationships through listening and validation, Being a good mentor, Sanyin Siang on strategic mentoring, Developing a mentoring Program, What is a great mentor, Start your mentoring relationship
Linkedin Learning
Skills
- Customer service
- Computer skills
- Microsoft word
- FICO
- IGA
Awards
High Five Award, 06/01/23
Timeline
MSR Mentor
Navy Federal Credit Union
09.2024 - 01.2025
Member Service Rep III
Navy Federal
06.2024 - Current
Member Service Rep II
Navy Federal
09.2023 - 06.2024
Member Service Rep I
Navy Federal
02.2023 - 09.2023
Being Resilient, Problem-Solving Techniques, Conflict management and resolution, Situational adaptability, Conflict resolution foundations, How to be a good mentee and mentor, Time management fundamentals, Time management working from home, LTD Conflict management, LTD Defusing difficult situations, Building better relationships through listening and validation, Being a good mentor, Sanyin Siang on strategic mentoring, Developing a mentoring Program, What is a great mentor, Start your mentoring relationship
Linkedin Learning
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