Evaline Naidu
Pensacola,Florida
Summary
Member service experiences for over 11years.Mediculous attention to detail and successful record of accomplishing challenging task/projects on a timely manner.
Knowledgeable Desired Position with proven background in enhancing member satisfaction and addressing concerns promptly. Possesses valuable experience in managing member inquiries and resolving issues efficiently. Demonstrated ability in effective communication and problem-solving to support team goals.
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Member Service Representative IV-Mortgages
Navy Federal Credit Union
01.2021 - Current
- Provide mortgage information to members regarding products, services, policies and
- Assist new hires with navigation on CSP/Black knight system
- Assist other MSR’s via assist line with product knowledge and guiding them to manual resources
Airline Reservations, Customer Services, Product and Generic Quality Trainer
Mind pearl
01.2018 - 01.2020
- Identified training needs; develop and deliver training programs which may include induction, refresher, product, process, systems and performance related modules for four airlines
- Handling procedure for inbound and outbound customer/travel agent’s enquiries utilizing available contact center systems and programs
- Facilitate Induction training for 20 or more attendees per session by tracking attendance, registering participation
Supervisor and Quality Analyst
Mind pearl
01.2016 - 01.2018
- Providing feedback and coaching to staff based on their quality scores and crafting solutions to better meet and exceed the quality targets
- Creating modules to meet company goals and improve individual staff performance
- Review current training modules, folders and adapting as well as updating information
- Assessing staff behaviors through psychometric assessments
Education
Certificate - Human Resource Management
College/University
01.2016
Skills
- Agile Project Management
- Teamwork and Collaboration
- Problem Solving
- Analytical Skills
- Time Management
- Strong Communication Skills
- Call center experience
- Member account management
- Sales strategy
- Tracking complaints
- Member correspondence
- Data security techniques
- Membership renewals
- Banking operations support
- Professional telephone demeanor
- Account updating
- Brand representation
- Service standard compliance
- Sales expertise
- Complaint resolution
- Training development aptitude
- Problem-solving skills
- Problem-solving abilities
- Multitasking
- Customer service excellence
- Teamwork skills
- Phone Etiquette
- Team building
- Stress Tolerance
- Customer Relationship Management
- Customer Retention
- Emotional Intelligence
- Customer service orientation
- Policy Adherence
- Rapport Building
Certification
- HR functions, CEH41
- Basics of Industrial Relations, CEH42
- Support Performance Management Process, CEH43
- Health and Safety Requirements, CEH44
- Institutional Research on HR, CEH45
Additional Information
Was awarded Team Member of the month for mortgage branch in September 2024
Timeline
Member Service Representative IV-Mortgages
Navy Federal Credit Union
01.2021 - Current
Airline Reservations, Customer Services, Product and Generic Quality Trainer
Mind pearl
01.2018 - 01.2020
Supervisor and Quality Analyst
Mind pearl
01.2016 - 01.2018
Certificate - Human Resource Management
College/University
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