GLENDA ALICEA

Assisted members with account openings and loan applications.
Provided expert guidance on financial products and services.
Cultivated strong relationships with members through personalized services.

• Process member transactions and account maintenance requests while ensuring accuracy and compliance with credit union procedures.
• Originated domestic and international ACH Wires a wee for members. Ensured all information was inputted accurately in order to avoid any delays and or errors.
• Support debit and credit card servicing requests, account updates, and payment-related activities.
• Research account activity, resolve discrepancies, and assist members with payment-related inquiries and servicing needs.
• Consistently balance multiple priorities while meeting service expectations in a fast-paced environment.
• Proactively identify sales and cross-selling opportunities, effectively position products and services, and educate members on solutions that provide meaningful financial value.
• Build and strengthen member relationships by assessing individual financial needs and recommending products and services designed to support long-term financial health.
• Conducted financial conversations to uncover member needs, delivered personalized guidance, and connected members with suitable products and resources.
• Assisted members with account openings and loan applications. Provided expert guidance on financial products and services. Cultivated strong relationships with members through personalized service
• Provided comprehensive account maintenance and support for walk-in and over-the-phone inquiries, ensuring accurate account updates, transactions, and problem resolution.
• Maintain a high level of accuracy, compliance, confidentiality, and professionalism while delivering exceptional member experiences and meeting organizational goals.
• Collaborate with internal teams and business partners to ensure timely resolution of member requests and successful completion of lending and account-related processes.

• Took ownership of and resolved cases in CRM Tool submitted via email, application, or voicemail, enhancing customer satisfaction.
• Identified customer needs through active listening and engagement by creating connections and asking the right questions.
• Facilitated collaboration on case work with other departments to streamline resolution processes.
• Assist customers in English and Spanish from local and Mexico markets.
• Troubleshoot GPS Trackers, road/driver facing cameras, ELD tools until issues are resolved.
• Troubleshot GPS trackers, road/driver-facing cameras, and ELD tools to resolve issues effectively.
• Provided customer support in both English and Spanish to enhance communication from local and Mexico markets.
• Educate customer on current and new products.
• Continuously develop myself through ongoing training.
• Over 19 years of experience providing exceptional customer support related to billing, payments, disputes, account servicing, and technical support.
• Respond promptly to member inquiries through multiple communication channels, including phone, email, and secure messaging.

• Acknowledge and assist customers with account and billing inquiries, complex billing issues, and technical troubleshooting, demonstrating empathy.
• Managed billing, payment processing, account adjustments, credits, refunds, and dispute investigations for customers.
• Resolve escalated customer concerns and complaints promptly, ensuring customer satisfaction.
• Researched discrepancies and provided timely resolutions while maintaining high quality and accuracy standards.
• Handled sensitive financial information and ensured compliance with company policies and procedures.
• Successfully upsell and cross sell new and additional products and services to increase revenues.
• Increased sales through proactive engagement with customers and showcasing product benefits. by using passion for cutting-edge technology, and exceptional customer service to expand the network.
• Met quarterly quotas for revenue growth and customer loyalty.

• Recognize bells of churn and explore unique solutions to retain customer.
• Process payment-related requests, account adjustments, credits, refunds, and transaction corrections while maintaining detailed documentation.
• Investigate customer disputes, payment concerns, account discrepancies, and transaction exceptions.
• Maintain compliance with company policies and regulatory requirements when handling sensitive financial information.
• Created value propositions for customer accounts to enhance satisfaction. to accounts where applicable which would enhance customer experience.
• Effectively and efficiently utilize troubleshooting guides to resolve issues.
• Acted as the team's revenue ambassador and tracked team members' revenue additions using Excel spreadsheets.
• Shared best practices and motivated peers to drive revenue growth across the team.