Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
16
16
years of professional experience
Work History
Member Service Representative
Houston Federal Credit Union
Houston, TX
01.2022 - 01.2024
Assisted over 200 members daily with account inquiries, processed transactions efficiently, and resolved issues, leading to a 95% customer satisfaction rating
Enhanced member satisfaction by 25% through the implementation of a new feedback system, addressing member concerns promptly, account troubleshooting and improving service protocols
Managed and resolved an average of 75 member inquiries per day, enhancing customer satisfaction scores by 20% through the use of a newly implemented CRM system and improving first-call resolution rates
Enhanced member satisfaction by 25% through timely resolution of inquiries and issues, utilizing CRM software to track and manage member interactions effectively
Provided exceptional member support by resolving 95% of inquiries on the first call, leveraging CRM software to track and manage customer interactions, thereby enhancing overall member satisfaction and retention rates
Handled an average of 150 member inquiries daily, achieving a 95% satisfaction rate by resolving issues efficiently and providing clear, actionable information using CRM software tools.
Attended training sessions regularly to stay abreast of changes in company policies or procedures.
Chase Auto Direct (CAD)
JP Morgan Chase
Houston, TX
01.2016 - 01.2020
Adhered to daily risk management protocols and regulatory requirements
Coordinate the closing of auto loans, providing prompt funding authorization to bankers
Assist in managing daily operations and handling administrative duties to support supervisors and maintain department efficiency
Ensure full compliance with all relevant banking regulations to mitigate risks
Handle applications for refinances, dealer purchases, and lease buyouts efficiently
Support credit underwriters in clearing stipulations and setting up funding for approved applications
Arrange closings for dealer purchases, lease buyouts, and refinancing to ensure smooth transactions.
Collections Specialist III
JP Morgan Chase
Houston, TX
01.2008 - 01.2016
Contact and locate customers utilizing the telephone, mail, and skip tracing tools
Collect on 59-59-day delinquent auto loan accounts in an assigned queue of 179 accounts, successfully meeting goal of 80% or greater within monthly cycle
Research and understand customer transactions using various customer account platforms to determine a resolution for the customer.
Monitored accounts in various stages of delinquency for potential legal action; referred cases as required according to established policies.
Developed relationships with debtors to encourage timely payments while providing excellent customer service.
Education
ROSS SHAW STERLING
Houston, Texas
05.1985
Microsoft
Skills
Customer Service
Strong interpersonal, verbal, and written communication skills
Maintains effective relationships with colleagues
Detail Oriented
Document Drafting
Suitable for fast-paced and high-pressured environments
Ability to represent a company with professionalism and confidence