Erika Melissa Castro-Guzman
Sylmar,CA
Summary
Dedicated customer service representative; always demonstrating trustworthiness with impeccable service and earning 100% customer satisfaction with effective verbal, written and interpersonal communications skills, always willing to handle any customer challenges by always providing premium world-class customer service.
Overview
13
13
years of professional experience
Work History
Member Service Officer Hybrid
Logix Federal Credit Union
03.2022 - 06.2025
- Provide prompt and accurate information to members regarding accounts, Credit Union products, services, and promotions.
- Demonstrates advanced Credit Union knowledge, ability to resolve complex issues and escalations with minimum guidance
- Learn and retain an exceptional working knowledge of products and services.
- Meet and achieve established performance standards commensurate with grade level, with a focus on phone efficiency and quality in a fast-paced environment.
- Answer inbound calls and assist members with questions related to memberships and products.
- Deliver personalized, proactive solutions and recommend valuable products and services
- Engage with members using strong communication and a friendly, problem-solving mindset
- Think quickly and critically to resolve issues—this is not a scripted environment
- Navigate multiple systems and tools while actively listening and multitasking
- Maintain a positive, can-do attitude in a fast-paced and evolving environment
- Participate in ongoing coaching and development to continually enhance your performance
- Demonstrate a thorough understanding of state and federal laws and regulations related to credit union compliance including bank laws.
Business Development Associate
Symes Cadillac
02.2019 - 02.2022
- Follow up on leads to generate business
- Developed business pipeline using cold and warm techniques
- Enhanced system CRM techniques and marketing plans strengthen business development efforts.
- Provided a high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Provides high quality and cost-effective project management for clients, and consulting new clients through policies in warranties program, administrative, and operational services across defined areas within the company and through process development, system implementation, business case creation.
Reservation Executive
The Westin Pasadena
11.2017 - 02.2019
- Offered appropriate reservation options based on expected attendees when coordinating events
- Made sure that guest complaints were handled in an effective manner and make sure our services were offered to maintain high guest satisfaction.
- Collaborated with various team members to ensure guest requests were addressed appropriately and in a timely manner.
- Greet and assisted guests by gathering information about reservations or requests
- Documented all customer and booking information in company software.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled billing information over phone.
Product Sales Specialist
Infiniti Of Glendale
06.2014 - 10.2017
- Built long-term, loyal customer relations by providing top-notch.
- Demonstrated product knowledge, by becoming certified brand ambassador through training
- Perpetrated to matchless customer service experience by bringing back repeated customers and creating new referrals
- Assisted in training new employees and participated in cross-training with other departments
- Assist the Sales and Marketing team with administrative and clerical support to include, but not limited to, assisting with marketing projects,
- Maintain the work calendar and sales quota, processing paperwork, distributing invoices, managing voice mail and e-mail, word-processing, typing, e-mailing, data-entry, filing, faxing, copying, processing mail and taking notes and/or dictation.
- Assist with booking reports, contracts, proposals, client calls and honor system point posting
- Answer telephones, expedite correspondence.
- Perform other general office duties and assist with special projects, as needed
Receptionist Administrator
Rodeo Realty / Encore Escrow
06.2012 - 06.2014
- Follow up on leads to generate business
- Developed business pipeline using cold and warm techniques
- Enhanced system CRM techniques and marketing plans strengthen business development efforts.
- Provided a high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Provides high quality and cost-effective project management for clients, and consulting new clients through policies in warranties program, administrative, and operational services across defined areas within the company and through process development, system implementation, business case creation.
Education
Associate of Science - Computer And Information Systems Security
Pasadena City College
Pasadena, CA04.2022
Associate of Arts - Business Administration And Management
Glendale City College
Glendale, CA04.2015
Skills
- Symitar knowledge
- CRM system knowledge
- Data collection and analysis
- Cross-functional team collaboration
- Business administration
- Upselling techniques
- Goal-oriented
- Exceptional communication skills
- Exceptional time management skills
- Account development management
- Application processing and Ledger processing
- Deposit and loan account processing
Timeline
Member Service Officer Hybrid
Logix Federal Credit Union
03.2022 - 06.2025
Business Development Associate
Symes Cadillac
02.2019 - 02.2022
Reservation Executive
The Westin Pasadena
11.2017 - 02.2019
Product Sales Specialist
Infiniti Of Glendale
06.2014 - 10.2017
Receptionist Administrator
Rodeo Realty / Encore Escrow
06.2012 - 06.2014
Associate of Science - Computer And Information Systems Security
Pasadena City College
Associate of Arts - Business Administration And Management
Glendale City College
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