Darlene Morales
El Paso,TX
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
13
13
years of professional experience
Work History
MSR Supervisor
RAIZ Federal Credit Union
07.2021 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
Senior Member Service Representative
Raiz Federal Credit Union
10.2015 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Verified customer identification and documentation for compliant transactions.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Educated and engaged customers with new bank products and services.
- Resolved customer issues through thorough dispute investigation.
Member Service Representative
TFCU Federal Credit Union
10.2010 - 10.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Resolved customer issues through thorough dispute investigation.
Education
Bachelor of Arts - Interdisciplinary Studies
The University of Texas At El Paso
El Paso, TX05.2009
Skills
- Consulting Supervisors
- Motivating Performers
- Negotiation and Conflict Resolution
- Priority Management
- Resolving Complaints
- Leadership
Languages
English
Spanish
Timeline
MSR Supervisor
RAIZ Federal Credit Union
07.2021 - Current
Senior Member Service Representative
Raiz Federal Credit Union
10.2015 - 07.2021
Member Service Representative
TFCU Federal Credit Union
10.2010 - 10.2015
Bachelor of Arts - Interdisciplinary Studies
The University of Texas At El Paso
Similar Profiles
MAR PORTILLOMAR PORTILLO
Member Service Representative at Raiz Federal Credit UnionMember Service Representative at Raiz Federal Credit Union
Pedro AlvarezPedro Alvarez
IT Operations Manager at Raiz Federal Credit UnionIT Operations Manager at Raiz Federal Credit Union
Ivan RiveraIvan Rivera
Network Specialist at Raiz Federal Credit UnionNetwork Specialist at Raiz Federal Credit Union