Deajia Kershaw
Stockbridge,GA
Summary
Versatile and achievement-oriented professional with a strong background in customer service and administrative support, notably at Navy Federal Credit Union. Excelled in relationship building and efficient problem resolution, enhancing customer satisfaction significantly. Skilled in Microsoft Office and adept at maintaining a calm demeanor under pressure, consistently exceeding performance metrics.
Developed comprehensive skill set in customer-focused environment and now seeks to transition into new field. Extensive experience in problem-solving and managing member relationships with focus on providing exceptional service. Strives to leverage these skills to contribute effectively in new and dynamic role.
Overview
12
12
years of professional experience
Work History
Warehouse Associate
Best Diamond Plastic
08.2012 - 06.2013
- Received incoming inventory and stocked inventory in proper location(s)
- Verified and tracked all inventory in appropriate systems
- Inspected inventory for defects or other damage and notified Warehouse Manager of any problems
- Maintained the work area and equipment in a clean and orderly condition and follow prescribed safety regulations
Customer Service Rep
Cook County Treasure Department
06.2015 - 07.2015
- Sort through mail from tax payers
- Kept records of tax payer’s information
- Assist in helping print out tax information for customers
Attorney Assistant/Intern
Vickie L. Pasley and Associates
07.2015 - 08.2015
- Filed Paperwork and kept track of case records
- Set up conference meetings with clients
- Assist in putting in orders for case paperwork
- Attend court to help with keeping track of case work and court dates/meetings
General Team Member
Mariano’s
10.2015 - 07.2016
- Bagged groceries
- Restocked inventory and kept count of inventory in the store
- Assist in other locations in the store
- Maintained the work area in a clean and orderly condition
Cashier/Server
Corner Bakery Café
07.2017 - 08.2018
- Take customers orders
- Make coffee drinks/teas and keep brewed coffee/teas stocked
- Take out food to the customers
- Make sure all the food being served is correct
- Maintained a clean and friendly environment
Cashier
Panera Bread
10.2018 - 02.2020
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Intern
Atlanta Police Department
08.2019 - 02.2020
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
After-School Teacher
Morrow Early Learning Center
04.2021 - 08.2021
- Observed and monitored children's play activities to promote healthy, safe environment.
- Organized and supervised games and Type recreational activities to promote physical, mental and social development in children.
- Developed strong relationships with students, fostering a positive classroom environment conducive to learning.
- Prepared after-school enrichment activities for children to encourage student participation.
- Redirected inappropriate student behavior and implemented program discipline system to guide proper student behavior.
- Tutored and assisted children in small groups of individuals to help master assignments and reinforce learning concepts.
- Enhanced student engagement by incorporating interactive activities and group projects into lesson plans.
- Implemented effective classroom management techniques, maintaining an orderly and focused learning environment.
- Performed general housekeeping duties by washing tables and chairs, putting away chairs and properly placing toys in cubbies.
- Communicated with parents and staff to discuss educational policies and activities and students' learning and behavioral problems.
- Monitored student attendance by collecting attendance rosters and overseeing attendance database.
- Encouraged artistic expression among students by incorporating arts and crafts into curriculum.
Member Service Representative
Navy Federal Credit Union
08.2021 - 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.
- 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.
- 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.
- 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.
- 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.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor Of Arts And Science - Criminal Justice
Clark Atlanta University
Atlanta, GA05.2020
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Transaction processing
- Call center experience
- Account management
- Dispute resolution
- Banking
- Membership renewals
- Teamwork and collaboration
- Calm and professional under pressure
- Problem resolution
- Computer skills
- Microsoft office
- Product knowledge
- Professional telephone demeanor
- Administrative and office support
- Data entry
- Remote office availability
Accomplishments
- Received the High Five Award which is given to exceptional member service representatives for the dedicated hard work and service to the members as well as their peers.
Timeline
Member Service Representative
Navy Federal Credit Union
08.2021 - Current
After-School Teacher
Morrow Early Learning Center
04.2021 - 08.2021
Intern
Atlanta Police Department
08.2019 - 02.2020
Cashier
Panera Bread
10.2018 - 02.2020
Cashier/Server
Corner Bakery Café
07.2017 - 08.2018
General Team Member
Mariano’s
10.2015 - 07.2016
Attorney Assistant/Intern
Vickie L. Pasley and Associates
07.2015 - 08.2015
Customer Service Rep
Cook County Treasure Department
06.2015 - 07.2015
Warehouse Associate
Best Diamond Plastic
08.2012 - 06.2013
Bachelor Of Arts And Science - Criminal Justice
Clark Atlanta University
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