Erin Holmes
AVONDALE,AZ
Summary
Dynamic professional with a proven track record at Navy Federal Credit Union, excelling in customer service and relationship building. Adept at ensuring health and safety compliance while maintaining high cleanliness standards. Recognized for attention to detail and effective communication, consistently enhancing member satisfaction and streamlining service delivery.
Results-driven shopping professional with extensive knowledge in sourcing and selecting high-quality grocery items. Known for reliability, adaptability, and keen eye for detail, ensuring accurate orders and timely deliveries. Collaborative team player focused on achieving goals and enhancing customer experiences.
Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Grocery Shopper
Shipt
02.2023 - Current
- Executed accurate grocery orders based on customer preferences and requests.
- Navigated store layouts efficiently to optimize shopping routes and reduce delivery times.
- Ensured product quality by inspecting items for freshness and adherence to safety standards.
- Communicated effectively with customers regarding substitutions and order updates.
- Utilized mobile app tools to track orders, manage inventory, and communicate with customers seamlessly.
Member Service Representative
Navy Federal Credit Union
08.2009 - 09.2019
- Assisted members in resolving inquiries and issues, ensuring high levels of customer satisfaction.
- Processed member transactions efficiently using CRM systems to maintain accurate records.
- Provided product knowledge and support to members, enhancing their experience and engagement.
- Collaborated with team members to streamline processes, improving overall service delivery.
- Trained new representatives on best practices for member interaction and service standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained staff on operating procedures and company services.
- Identified and resolved discrepancies and errors in customer accounts.
- Provided exceptional service to members by resolving inquiries and issues efficiently.
- Educated members on products and services, enhancing overall customer satisfaction.
- Processed applications for loans and credit cards, ensuring compliance with regulations.
- Assisted in training new staff on system protocols and customer interaction techniques.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Managed daily balancing tasks reducing discrepancies in accounting records while maintaining accuracy.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Bank Teller
Bank Mutual Corp
02.2006 - 08.2009
- Processed customer transactions efficiently, ensuring accuracy in cash handling and account management.
- Assisted customers with inquiries, providing solutions to enhance banking experience and satisfaction.
- Maintained knowledge of bank products and services to effectively promote offerings to clients.
- Collaborated with team members to streamline daily operations and improve service delivery.
- Monitored compliance with banking regulations, safeguarding against potential risks and ensuring audit readiness.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
Skills
- Health and safety compliance
- Cleanliness standards
- Bagging proficiency
- Customer service
- Attention to detail
- Upbeat and outgoing attitude
- Verbal and written communication
- Decision-making
- Prioritizing orders
- Relationship building
- Product knowledge
- Verifying order accuracy
Money handling
Deposit and withdrawal management
Cash counting
Transaction processing
Patience and empathy
Cash handling expertise
Sales and Cross-selling
Regulatory compliance
Balance transfers
Transaction processing accuracy
Banking regulations knowledge
Timeline
Grocery Shopper
Shipt
02.2023 - Current
Member Service Representative
Navy Federal Credit Union
08.2009 - 09.2019
Bank Teller
Bank Mutual Corp
02.2006 - 08.2009
SSP (Sustained Superior Performance) Award in 2011 and 2016, BOSS Award in 2016, COBB Award (2014)
Navy Federal Credit Union Awards:
Sustained Superior Performance is an award for outstanding service in all fields of work for the year on your PAR (Personal Annual Review)
BOSS Award is an award for recognizing employees for outstanding service and workplace environment
COBB Award is given to the Branch for commitment and service for the year, named after former Board Chairman Richard Cobb.