Microsoft Excel
Domonique Roybal
E-Services Specialist II
Pecos,NM
Summary
Accomplished E-Services Specialist II at State Employees Credit Union, adept in customer relations and expert problem-solving, significantly enhanced customer satisfaction and streamlined service operations. Demonstrated adaptability and teamwork, leading to efficient project completion and quality assurance. Excelled in multitasking and attention to detail, driving product and service improvements.
Overview
8
8
years of professional experience
Work History
E-Services Specialist II
State Employees Credit Union
2019.03 - Current
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Attended training programs to deepen professional skillset and assisted in training fellow associates on existing and new training programs.
- Assisted with staff training to enforce quality.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
- Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Frequently inspected production area to verify proper equipment operation.
- Implemented new technologies, optimizing service operations and enhancing communication between departments.
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Provided expert guidance in troubleshooting complex issues, leveraging extensive industry knowledge to resolve problems quickly and efficiently.
- Trained new team members, sharing best practices and ensuring consistent service standards across the department.
- Collaborated with cross-functional teams to develop and implement service improvements.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Followed up with customers to offer additional support and check resolution satisfaction.
Call Center Representative
State Employees Credit Union
2017.03 - 2019.04
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
MVD Agent
MVD Express
2016.01 - 2017.03
- Reduced wait times for customers by effectively managing appointment schedules and optimizing service delivery during peak hours.
- Ensured compliance with state laws and regulations pertaining to motor vehicles, diligently staying up-to-date on any changes or updates that may affect daily operations.
- Collaborated with law enforcement agencies to verify the validity of reported stolen vehicles, leading to better protection for citizens'' property rights.
- Assisted customers in obtaining driver''s licenses by thoroughly reviewing applications and administering appropriate tests according to state regulations.
- Facilitated smooth registration renewals for clients through diligent verification of required documents and prompt processing of paperwork.
- Issued temporary permits as needed for individuals seeking limited access to operate their vehicles within specific timeframes or conditions.
- Increased accuracy of data entry by meticulously inputting information into the motor vehicle database system.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Stayed up-to-date on [State] laws and licensing requirements to complete accurate and efficient reviews.
Education
High School Diploma -
Highland High School
Albuquerque, NM 2001.05 -
Skills
- Customer Relations
- Quality Assurance
- Root Cause Analysis
- Expert Problem Solving
- Documentation Management
- Advanced Communication
- Proficient in Excel
- Teamwork and Collaboration
- Adaptability and Flexibility
- Time Management
- Multitasking
- Attention to Detail
Accomplishments
- Completed Lou Tice training
- Completed Integrity Solutions trainings.
Software
Microsoft Word
Timeline
E-Services Specialist II
State Employees Credit Union
2019.03 - Current
Call Center Representative
State Employees Credit Union
2017.03 - 2019.04
MVD Agent
MVD Express
2016.01 - 2017.03
High School Diploma -
Highland High School
2001.05 -
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