ELEYNA MADEN
Vacaville,CA
Summary
Enthusiastic results-driven individual seeking to obtain a professional and challenging position that utilizes my experience. My high degree of motivation will also be a mutual benefit to become an excellent asset to any organization. Resourceful Customer Service Administration Assistant known for high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and data entry, ensuring smooth operational flow and customer satisfaction. Excel in communication, empathy, and problem-solving, contributing to positive client interactions and team collaboration.
Overview
13
13
years of professional experience
Work History
Member Service Administration
Travis Credit Union
- Current
- Provide professional support to Travis members and staff by processing online account request for new membership
- Process IRA, Trust, Power of Attorney, Dormant and or deceased account transactions.
- Provide Credit Union training to all branch level & department level staff.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Identified opportunities for process improvement within the department.
Phone Banker
Travis Credit Union Call Center Corporate
Vacaville, CA
11.2022 - 09.2023
- Was responsible for professionally managing member service inquiries via inbound calls, emails & live chats in a high volume customer service environment.
- Identified customer needs and referred them to appropriate departments or resources for further assistance.
- Performed additional duties as assigned by supervisor or manager.
- Maintained accurate records of customer interactions, comments, and complaints in an organized database.
- Assisted customers with account transfers, balance inquiries, and other banking transactions.
- Provided technical support when needed regarding online banking services or mobile applications.
- Researched complex issues related to customer accounts in order to provide solutions quickly and accurately.
Admin/ Lodging
Mountain F Enterprises
Folsom, CA
02.2019 - 10.2022
- Answering all customer calls/complaints in regards to work being done on their property, sent each message to the appropriate person
- Also do lodging for all crews working out of town, this can include anywhere from 1-200 men at a time, with doing so it’s my duty to properly input all people in the system and notate the hotel they are all staying at including their room numbers for tracking purposes, every day I make an excel sheet with who is currently booked and send it over to my manager
- I also do housing, signing lease agreements when asked.
HR Representative
Sutter Shared Services Call Center
Roseville, CA
01.2017 - 03.2017
- Providing Service to Sutter Employees, answering all calls and directing them to the appropriate department
- Answering all questions, they may have had and providing first call resolutions.
Phone Banker 1
Wells Fargo Call Center
Sacramento, CA
08.2015 - 09.2016
- Providing service to Wells Fargo consumer and small business customers through digital and contact centers by phone, email and letter
- Answer high volume customer calls
- Provide first call resolution while following procedures that meet compliance guidelines
- Ability to navigate multiple computer systems, applications and utilize all necessary tools to find information and resolution
- Provide each customer with exceptional customer service as well as find every opportunity to introduce products and services that will help each customer financially succeed.
Assistant Teacher
Children’s Light House
San Antonio, TX
01.2014 - 12.2014
- Assisted with daily planning and supervision as directed by the teacher
- Maintain site and equipment
- Communicate with parents on an ongoing basis and assist with parent conferences
- Assist with daily observations and child evaluations
- Provide guidance for children’s behavior
- Assist and participate with children during activity in addition with helping with instruction and clerical work.
Retail Sales Associate
Metro PCS
Sacramento, CA
01.2012 - 02.2013
- Assist walk-in new and existing customers within my store location
- Fixed any technical or billing issues
- Activation of singular or multiple phone lines
- Meet and exceed monthly sales quota requirements.
Education
Accelerated Academy
01.2012
Skills
- MS Office (Excel, Power Point, Word, Salesforce, FISERV)
- Interpretation of rules, regulations and policies
- Communication skills
- Customer service skills
- Independent work
- Teamwork
- Task prioritization
- Meeting deadlines
- Motivation
- Reliability
Timeline
Phone Banker
Travis Credit Union Call Center Corporate
11.2022 - 09.2023
Admin/ Lodging
Mountain F Enterprises
02.2019 - 10.2022
HR Representative
Sutter Shared Services Call Center
01.2017 - 03.2017
Phone Banker 1
Wells Fargo Call Center
08.2015 - 09.2016
Assistant Teacher
Children’s Light House
01.2014 - 12.2014
Retail Sales Associate
Metro PCS
01.2012 - 02.2013
Member Service Administration
Travis Credit Union
- Current
Accelerated Academy
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