Daphne Chapman
Navy Federal Credit Union
Milton,FL
13
years of professional experience
Dedicated Member Service Representative with extensive experience in customer support and issue resolution. Known for calmness under pressure and strong relationship-building skills, committed to enhancing member satisfaction and retention.
Work History
Member Service Representative
8 Years 2 Months- Facilitated member inquiries and provided accurate information regarding accounts and services.
- Resolved complex issues, ensuring high levels of member satisfaction and retention.
- Conducted account maintenance tasks, verifying accuracy and compliance with policies.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- 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.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Resolved customer issues through thorough dispute investigation.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handling time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
4 Years 10 Months- Resolved customer inquiries and complaints through effective communication and problem-solving skills.
- Assisted in training new team members on customer service protocols and best practices.
- Monitored service quality metrics, implementing corrective actions to meet organizational standards consistently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Participated in training programs to enhance product knowledge and customer service skills.
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balances through diligent tracking and reconciliation.
- Trained new cashiers on operational procedures and customer interaction best practices.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Education
High School Diploma
Skills
Customer service
Customer support
Account management
Financial transactions
Banking
Dispute resolution
Issue resolution
Product recommendations
Call center experience
Computer skills
Professional demeanor under pressure
Relationship building
Timeline
Member Service Representative
Navy Federal Credit Union
05.2018 - 07.2026Read More
Customer Service Representative
Publix
05.2013 - 03.2018Read More
Pensacola High School
High School Diploma
Read More