Danielle Hernandez
Los Lunas
Summary
Dynamic professional with a proven track record at US Eagle Credit Union, excelling in customer service and CRM management. Recognized for enhancing member satisfaction through strategic improvements and effective problem-solving. Adept at multitasking and fostering teamwork, with strong attention to detail and software troubleshooting skills that drive operational efficiency.
Overview
12
12
years of professional experience
Work History
Electronic Payment Support Generalist II
US Eagle Credit Union
12.2019 - 09.2024
- Assisted members in navigating financial products and services, enhancing overall customer experience.
- Processed member transactions efficiently, ensuring accuracy and compliance with credit union policies.
- Collaborated with team members to resolve member inquiries, improving response times and satisfaction rates.
- Developed training materials for new staff, streamlining onboarding process and knowledge transfer.
- Utilized various computer software applications to process wire information, Customer information, bank information ex; Federal Reserve.
- Started and completed multiple spreadsheets using excel.
- Composed correspondence internally to departments and externally to customers as needed.
Member Services
US Eagle Credit Union
02.2018 - 12.2019
- Developed comprehensive member services programs, resulting in higher levels of satisfaction and loyalty.
- Identified opportunities for improvement in member services, implementing changes that enhanced the overall guest experience.
- Monitored key performance indicators regularly, making strategic adjustments as needed to drive continuous improvement in member services.
- Conducted thorough research on current industry trends, incorporating relevant findings into member services strategy.
- Received numerous commendations from supervisors for consistently exceeding performance expectations in delivering member services.
- Provided administrative support for the Member Services department, maintaining organized files and efficient workflows.
- Facilitated smooth transitions during system upgrades or process changes, ensuring minimal disruption to member services.
- Contributed to the development of improved member services policies, resulting in higher satisfaction ratings.
Inventory Control Lead
T-Mobile
03.2013 - 02.2018
- Oversaw inventory accuracy through regular audits and reconciliations, reducing discrepancies.
- Led cross-functional teams to implement best practices in inventory management processes.
- Developed training programs for staff on inventory control systems and procedures, enhancing team efficiency.
- Analyzed inventory trends and provided actionable insights to improve stock levels and reduce excess.
- Streamlined order fulfillment processes, ensuring timely delivery of products to maintain customer satisfaction.
- Mentored junior staff in best practices for cycle counting and stock rotation, fostering professional growth within the team.
- Ensured proper documentation of all incoming shipments by verifying packing slips against purchase orders before updating the database accordingly.
- Assisted in cycle count program implementation which led to more efficient and accurate inventory control processes.
Education
Medical Assistant - Medical Technology
Brookline College
Albuquerque, NM08-2001
GED -
Rio Grande High School
Albuquerque, NM05-2000
Skills
- CRM management
- Teamwork
- Customer service
- Problem-solving
- Time management
- Multitasking
- Attention to detail
- Organizational skills
- Telephone and email etiquette
- Active listening
- Decision-making
- Software troubleshooting
- Cross-functional coordination
Timeline
Electronic Payment Support Generalist II
US Eagle Credit Union
12.2019 - 09.2024
Member Services
US Eagle Credit Union
02.2018 - 12.2019
Inventory Control Lead
T-Mobile
03.2013 - 02.2018
Medical Assistant - Medical Technology
Brookline College
GED -
Rio Grande High School
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