Donell Boykin
Stafford,VA
Summary
Results-driven professional focused on delivering exceptional support for customer and member needs. Successfully manages concerns and resolves conflicts to maximize customer and member satisfaction. Offers strong background in customer relations, customer service, financial services and communication.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Member Service Representative II
Navy Federal Credit Union
Stafford, VA
10.2021 - Current
- Learned internal systems and related service role duties to provide skilled team backup in handling member demands.
- Researched and rapidly resolved member conflicts to maintain key accounts.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Helped large volume of members every day with positive attitude and focus on customer satisfaction.
- Trained and directed new employees in cash handling policies and procedures, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Delivered exceptional customer service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Was named an IRA Specialist after demonstrating consistent use and knowledge of IRA products and services.
Universal Banker
PNC Bank
Arlington , VA
12.2020 - 10.2021
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
- Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
Assistant Manager
Champs Sports
Woodbridge, VA
08.2019 - 12.2020
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Full Time Sales Associate
Footaction
Woodbridge, VA
05.2018 - 08.2019
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Fulfilled orders and sourced products to meet rigorous customer delivery schedules.
- Processed product returns and assisted customers with other selections.
- Increased sales by offering advice on purchases and promoting additional products.
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
Sales Associate
Champs Sports
Woodbridge, VA
03.2016 - 05.2018
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Supervised changing rooms, rehanging unwanted merchandise and supporting loss prevention initiatives.
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
Education
High School Diploma -
Woodbridge High School
Woodbridge, VA 09.2012 - 06.2016
Skills
Cash handling
Strategic sales knowledge
Key holder experience
Stock management
Retail store support
Professional telephone demeanor
Order fulfillment
Financial services knowledge
Timeline
Member Service Representative II
Navy Federal Credit Union
10.2021 - Current
Universal Banker
PNC Bank
12.2020 - 10.2021
Assistant Manager
Champs Sports
08.2019 - 12.2020
Full Time Sales Associate
Footaction
05.2018 - 08.2019
Sales Associate
Champs Sports
03.2016 - 05.2018
High School Diploma -
Woodbridge High School
09.2012 - 06.2016