Sandra Thomas
New Carrollton ,MD
Summary
Dynamic professional with a proven track record at Eagle Bank Corporation, excelling in customer service-oriented roles and adept in payment processing. Skilled in building strong customer relationships and resolving conflicts with a calm demeanor, leading to consistent growth in member satisfaction.
Overview
14
14
years of professional experience
Work History
Member Service Representative
S3 Shared Solutions
Linthicum Heights, MD
10.2024 - Current
- Presented and explained services and products to meet member needs.
- Answered member questions about products and services.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Delivered quality service by assessing, advising and assisting credit union members.
Digital Banking Specialist
Eagle Bank Corporation
Silver Spring , MD
10.2022 - 06.2023
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Resolved problems or discrepancies concerning customers' accounts.
- Acted as pivotal point of contact between bank branches regarding guidelines and practices.
Internet Banking Specialist
Presidential Bank
Bethesda , MD
03.2011 - 10.2022
- Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Bachelor of Arts - Behavioral Science
Erskine College
Due West, SC05.1978
Skills
- Account Services
Customer service-oriented
- Payment processing
- Member correspondence
- Service recommendations
- Escalation handling
- Relationship building
- Customer support
- Call center experience
- Complaint handling
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Achieved high membership ranking
Education and Training
other
Affiliations
- My free time is spent with a Manna group from my local church in feeding the hungry
- Leading a member's monthly Bible Study group
Timeline
Member Service Representative
S3 Shared Solutions
10.2024 - Current
Digital Banking Specialist
Eagle Bank Corporation
10.2022 - 06.2023
Internet Banking Specialist
Presidential Bank
03.2011 - 10.2022
Bachelor of Arts - Behavioral Science
Erskine College
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