Summary
Overview
Work History
Education
Skills
Timeline
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Giselle J. Lopez

Pensacola,FL

Summary

Accomplished Member Service Representative with a proven track record of 5 years in delivering exceptional customer service. Recognized for effective problem-solving and unwavering dedication. Adept at quickly mastering new roles and tasks, with a strong desire for career advancement in the banking industry.

Overview

4
4
years of professional experience

Work History

Member Service Representative

Navy Federal Credit Union
07.2023 - Current
  • File fraud and dispute claims for both credit and debit cards
  • Conduct thorough investigations to identify potential fraud cases and take appropriate actions to prevent account takeovers and fraudulent activities
  • Analyze and interpret data to identify patterns and trends in fraudulent activities, and make recommendations for proactive measures to prevent future incidents
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes
  • Assisted customers with compromised debit cards and issued new credentials
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers
  • Educated customers on online banking and mobile banking applications

Contractor

Aston Carter
02.2023 - 07.2023
  • Provided information regarding Navy Federal products and services
  • Efficiently handled debit card dispute and fraud claims
  • Assisted members with basic digital skills and troubleshooting
  • Identified and investigated potential fraudulent activities in the digital banking platform

Store Manager

Tiger Thrift LLC
03.2022 - 07.2023
  • Managed cash and inventory control
  • Completed point of sale opening and closing procedures
  • Supervised customers at the front counter, answering questions regarding products
  • Interacted well with customers to build connections and nurture relationships

Barista

The Nest General Store
05.2022 - 01.2023
  • Worked with store managers to implement new displays, promotions and store layout changes
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Recommended products based on solid understanding of individual customer needs and preferences

Assistant Manager

North End Coffeehouse
06.2020 - 03.2022
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs
  • Mentored team members to enhance professional development and accountability in workplace
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs

Education

Google IT Support -

Skills

  • Adaptability
  • Active listener
  • Communicates clearly
  • Critical thinking
  • Customer service
  • Digital Services
  • Cultural Awareness
  • Microsoft and PC skills
  • Customer Service
  • Calm Under Pressure
  • Task Prioritization
  • De-Escalation Techniques
  • Verbal and Communication Skills
  • Analytical problem solving skills
  • Savings and checking products, accounts and services
  • Fraud Detection
  • Fraud prevention
  • Dispute Resolution

Timeline

Member Service Representative

Navy Federal Credit Union
07.2023 - Current

Contractor

Aston Carter
02.2023 - 07.2023

Barista

The Nest General Store
05.2022 - 01.2023

Store Manager

Tiger Thrift LLC
03.2022 - 07.2023

Assistant Manager

North End Coffeehouse
06.2020 - 03.2022

Google IT Support -

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Giselle J. Lopez