Summary
Overview
Work History
Skills
Strengths And Expertise
Timeline
Generic

Ericka Rhodes

Los Angeles,CA

Summary

Experienced and results-oriented customer service professional with a proven track record of delivering exceptional support and cultivating positive customer experiences. Possessing strong interpersonal and communication skills, I excel in understanding and addressing customer needs, resolving issues promptly, and ensuring overall satisfaction. Adept at leveraging a comprehensive knowledge of products, services, and company policies to provide accurate information and guidance. Demonstrated ability to adapt to diverse customer personalities and situations, fostering positive relationships and building customer loyalty. Committed to maintaining a high standard of professionalism, efficiency, and integrity in every customer interaction. Seeking to contribute my skills and expertise to enhance customer satisfaction and contribute to the success of a dynamic team or organization

Overview

11
11
years of professional experience

Work History

Human Resources Manager

Sure Shot Transit Solutions LLC
Los Angeles
07.2018 - Current
  • Employee Relations: Managing employee relations issues, including conflict resolution, disciplinary actions, and grievances. HR managers often serve as a mediator between employees and management to address concerns and maintain a positive work environment.
  • Performance Management: Implementing performance management systems to evaluate employee performance, set goals, and provide feedback. This may involve conducting performance reviews, identifying training and development needs, and recognizing high-performing employees.
  • Compensation and Benefits: Managing compensation and benefits programs, including salary administration, bonus plans, and employee benefits such as healthcare, retirement plans, and paid time off. HR managers may also conduct salary surveys to ensure competitive compensation packages.
  • HR Policies and Procedures: Developing and implementing HR policies and procedures to ensure compliance with employment laws and regulations. This includes updating employee handbooks, communicating policy changes, and ensuring consistency in HR practices across the organization.
  • Legal Compliance: Ensuring compliance with federal, state, and local employment laws and regulations, including those related to equal employment opportunity, wage and hour laws, and workplace safety. HR managers may also handle investigations and audits related to compliance issues.
  • HR Administration: Managing HR administrative tasks such as maintaining employee records, processing payroll, and administering benefits enrollment. This involves ensuring accuracy and confidentiality in HR data management.

Member Service Specialist

USC Credit Union
Los Angeles
09.2018 - 01.2021
  • Member Assistance: Providing excellent customer service to credit union members by assisting them with various financial transactions and inquiries. This may involve processing deposits, withdrawals, loan payments, and transfers, as well as answering questions about account balances, transaction history, and account services.
  • New Accounts: Assisting members with opening new accounts, including savings accounts, checking accounts, certificates of deposit (CDs), and other deposit products. This involves explaining account features, benefits, and requirements, as well as verifying identification and gathering necessary documentation.
  • Loan Services: Assisting members with loan applications and inquiries, including personal loans, auto loans, mortgages, and other credit products. This may involve explaining loan terms, interest rates, and repayment options, as well as collecting and reviewing loan documentation.
  • Cross-Selling: Identifying opportunities to cross-sell credit union products and services to members based on their financial needs and goals. This may include promoting additional deposit accounts, loan products, insurance services, and electronic banking solutions.
  • Compliance: Ensuring compliance with regulatory requirements and internal policies and procedures related to financial transactions, account opening procedures, and member confidentiality. Member Service Specialists must adhere to strict guidelines to protect member privacy and safeguard against fraud and identity theft.
  • Problem Resolution: Resolving member concerns, complaints, and disputes in a professional and efficient manner. This may involve investigating issues, escalating complex problems to management or other departments, and following up with members to ensure satisfactory resolution.
  • Continuous Learning: Staying informed about changes in credit union products, services, policies, and procedures through ongoing training and professional development. This ensures that Member Service Specialists are equipped with the knowledge and skills needed to effectively serve members and support the credit union's mission.

Telephone Service Representative

Kinecta Federal Credit Union
El Segundo, CA
01.2013 - 01.2016
  • Inbound Calls Handling: Answering incoming calls from credit union members, customers, or other individuals seeking assistance, information, or support regarding various financial products and services.
  • Customer Service: Providing excellent customer service by addressing inquiries, resolving problems, and offering solutions in a professional and courteous manner. This may involve answering questions about account balances, transactions, account services, and credit union policies and procedures.
  • Product and Service Knowledge: Demonstrating a thorough understanding of credit union products and services, including savings accounts, checking accounts, loans, credit cards, and electronic banking options. Telephone Service Representatives should be able to explain product features, benefits, terms, and eligibility requirements to callers.
  • Problem Resolution: Resolving member concerns, complaints, and disputes effectively and efficiently. This may involve investigating issues, researching account information, and working collaboratively with other credit union departments to find solutions that meet the needs of the member.
  • Compliance: Ensuring compliance with regulatory requirements and credit union policies and procedures related to telephone banking transactions, account verification, and member confidentiality. Telephone Service Representatives must follow strict security protocols to safeguard against fraud and unauthorized access to member accounts.
  • Communication Skills: Communicating clearly and effectively with callers, using active listening techniques to understand their needs and concerns. Telephone Service Representatives should be able to convey information accurately and professionally, adapting their communication style to meet the needs of diverse callers.
  • Documentation and Recordkeeping: Maintaining accurate and detailed records of telephone interactions, including notes on member inquiries, transactions processed, and resolutions provided. Telephone Service Representatives may use computerized systems or databases to log information and track member interactions for future reference.
  • Continuous Learning: Staying informed about changes in credit union products, services, policies, and procedures through ongoing training and professional development. Telephone Service Representatives should proactively seek opportunities to expand their knowledge and skills to better serve members and meet the evolving needs of the credit union.

Skills

  • Benefits Administration
  • Performance Evaluation
  • Training Development
  • Maintains Confidentiality
  • Recordkeeping
  • Compliance
  • New Employee Orientations
  • Background Checks
  • ADP
  • Recruiting
  • Payroll and Benefits Administration
  • Exit Interviews
  • Staff Management
  • HR Policies and Procedures Expertise

Strengths And Expertise

  • Great Communication
  • Problem Solving
  • Product Knowledge
  • Team Leadership
  • Time Management
  • Operations Management

Timeline

Member Service Specialist

USC Credit Union
09.2018 - 01.2021

Human Resources Manager

Sure Shot Transit Solutions LLC
07.2018 - Current

Telephone Service Representative

Kinecta Federal Credit Union
01.2013 - 01.2016

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Ericka Rhodes