Erienne Rollo
Pensacola,FL
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
21
21
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
01.2019 - 01.2025
- Maintained accurate member records and updated information as needed
- Assisted members with account management tasks such as opening new accounts, closing accounts, and updating personal information
- Enhanced awareness of different membership programs and services to enhance member engagement and satisfaction
- Provided exceptional customer service to members, addressing inquiries and resolving issues in a timely and professional manner
- Resolved escalated member complaints by actively listening, empathizing, and finding appropriate solutions
- Collaborated with cross-functional teams to ensure seamless delivery of services to members
- Managed high call volumes while maintaining quality standards for customer interactions
- Identified opportunities for process improvement within the member services department, resulting in increased efficiency
- Developed strong product knowledge to effectively address member inquiries about products or services offered by the organization
- Participated in training sessions to stay up-to-date on company policies, procedures, and industry regulations
- Contributed ideas for improving customer experience based on feedback received from members
- Assisted in the implementation of new systems or software upgrades related to member services operations
- Consistently met or exceeded performance targets related to response time, resolution rate, and customer satisfaction scores
- Trained new team members on best practices for delivering excellent member service
- Maintained confidentiality of sensitive member information according to established privacy guidelines
- Developed and maintained positive relationships with members, ensuring their loyalty and satisfaction
- Provided guidance and support to members regarding online account access or self-service options
- Researched complex inquiries or issues raised by members and provided detailed explanations or solutions
- Participated in team meetings to discuss challenges, share best practices, and brainstorm ideas for improvement
- Maintained a high level of professionalism when dealing with difficult or irate members
Manager
Oscar’s Restaurant
01.2004 - 09.2015
- Oversaw daily operations of a busy restaurant, ensuring smooth and efficient service
- Managed a team of 25 staff members, providing training, coaching, and performance evaluations
- Developed and implemented standard operating procedures to improve efficiency and consistency in service delivery
- Maintained high standards of cleanliness, sanitation, and safety throughout the restaurant
- Created employee schedules to optimize staffing levels while meeting business demands
- Monitored inventory levels and placed orders for food, beverages, supplies, and equipment as needed
- Implemented cost control measures to reduce waste and minimize expenses without compromising quality
- Ensured compliance with all health codes, licensing regulations, and labor laws
- Handled customer complaints or concerns promptly and effectively to ensure customer satisfaction
- Conducted regular meetings with staff to communicate goals, provide feedback, address issues or challenges
- Managed the restaurant’s budget, ensuring expenses were within allocated limits and identifying areas for cost saving
- Conducted regular inventory audits to minimize discrepancies and ensure accurate stock levels
- Investigated and resolved any operational issues or equipment malfunctions promptly to minimize downtime
- Ensured compliance with all food safety regulations through regular inspections and staff training sessions
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and mobile payments
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing any inquiries or concerns
- Resolved customer complaints or issues promptly and effectively, striving for complete satisfaction
- Contributed to team efforts by assisting with various tasks such as cleaning tables, restocking supplies, or taking phone orders during busy periods
- Handled large sums of money securely following established cash handling procedures at all times
Office Manager
10th Avenue Hair Designs
05.2007 - 05.2014
- Managed daily office operations, including scheduling appointments, coordinating meetings, and handling correspondence
- Developed and implemented efficient filing systems to improve document organization and retrieval
- Coordinated office moves and renovations, successfully minimizing downtime and disruptions to workflow
- Implemented new software systems for project management, resulting in improved team collaboration and productivity
- Maintained confidential employee records, ensuring compliance with privacy regulations
- Negotiated contracts with vendors for office supplies/services to secure cost-effective solutions without compromising quality or service levels
- Provided training to new employees on company policies/procedures as well as proper use of office equipment/software tools
- Managed the office budget, tracking expenses and identifying areas for cost-saving measures
- Developed and implemented employee recognition programs to boost morale and increase employee engagement
Education
High School Diploma -
Pensacola Christian Academy
PensacolaSkills
- Customer service
- Office management
- Organizational skills
- Office administration
- Data entry
- Customer relations
- Clear oral/written communication
- Billing
- Scheduling and calendar management
- Administrative support
- Payroll processing
- Bookkeeping
- Document management
- Payroll and budgeting
- Scheduling coordination
- Inventory control
- Staff management
- Employee supervision
- Supply management
- Financial reporting
- Team supervision
- Compliance monitoring
- Banking operations
- Problem resolution
- Professional and courteous
Timeline
Member Service Representative
Navy Federal Credit Union
01.2019 - 01.2025
Office Manager
10th Avenue Hair Designs
05.2007 - 05.2014
Manager
Oscar’s Restaurant
01.2004 - 09.2015
High School Diploma -
Pensacola Christian Academy
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