Debra Howard
Doylestown,PA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
18
18
years of professional experience
Work History
Member Service Representative III
Navy Federal Credit Union
11.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Branch Teller/MSR II
NAVY FEDERAL CREDIT UNION
Horsham, Pennsylvania
12.2019 - 08.2020
- Understand and comply with federal and other regulations relating to financial products and services
- Ensure cash and other negotiable instruments are handled properly
- Assist members with submitting consumer/equity loan, overdraft protection and credit card applications
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Maintained friendly and professional customer interactions.
- Executed wire transfers, stop payments and account transfers.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Member Services Representative I, II,
Navy Federal Credit Union
09.2018 - Current
- Protect and verify the identity of the caller; review account information for alerts and account irregularities
- Understand and comply with federal and other regulations relating to financial products and services
- Analyze, research and resolve problems and discrepancies related to member accounts/loans
- Counsel current prospective members about Navy Federal’s products and services
- Execute first call resolution; may require research, follow-up, return calls
- Identify opportunities to cross service products and increase product penetration
- Initiate fee adjustments and/or other monetary incentives for members within scope of authority
- Executed first call resolution by utilizing multiple resources to maintain and help strengthen the member’s relationship with Navy Federal
- Ability to keep composure and de-escalate calls by turning them into a positive experience.
Service Manager
TEXAS ROADHOUSE
Milton, Florida
05.2017 - 05.2018
- Count money and make bank deposits
- Investigate and resolve complaints regarding food quality, service, or accommodations
- Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted
- Schedule staff hours and assign duties
- Keep records required by government agencies regarding sanitation, and food subsidies when appropriate
- Review work procedures and operational problems to determine ways to improve service, performance, or safety
- Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance in dining
- Maintain food and equipment inventories, and keep inventory records
- Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity
- In charge of all operations including supervising 50+staff members and 600+guests daily
- Responsible for inputting sales and monitoring sales transactions.
Local Store Marketer
10.2016 - 05.2017
- Assist in creation, development, and implementation of local store marketing plans
- Promote all unified programs and associated employee contests
- Conduct food runs to local business
- Establish positive and ongoing relationships with neighboring businesses, schools, and organizations
- Implements guest loyalty and sales building programs
- Responsible for all tracking results on an ongoing basis.
Head Bartender/Server Trainer
Texas Roadhouse
Milton, FL
11.2007 - 05.2018
- Cultivated warm relationships with regular customers.
- Trained new server/bartenders on restaurant menus, proper food handling, service expectations & restaurant protocols.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Education
High School Diploma -
Mountain View Junior Senior High School
Kingsley, PA1992
Skills
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Customer Account Management
- Verbal and Written Communication
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- De-escalation Techniques
- Establishing and Maintaining Customer Relationships
Timeline
Member Service Representative III
Navy Federal Credit Union
11.2020 - Current
Branch Teller/MSR II
NAVY FEDERAL CREDIT UNION
12.2019 - 08.2020
Member Services Representative I, II,
Navy Federal Credit Union
09.2018 - Current
Service Manager
TEXAS ROADHOUSE
05.2017 - 05.2018
Local Store Marketer
10.2016 - 05.2017
Head Bartender/Server Trainer
Texas Roadhouse
11.2007 - 05.2018
High School Diploma -
Mountain View Junior Senior High School