Heather Goforth
Victorville,CA
Summary
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
18
18
years of professional experience
Work History
Member Service Representative IV
SchoolsFirst Federal Credit Union
07.2019 - Current
- Supports management by fostering teammember engagement through coaching development, and onboarding of both new and existing teammembers.
- Plans and executes branch campaigns, initiatives, and meetings that focus on Member engagement and branch needs.
- Independently manages daily operations of teller line, front desk, or service areas ensuring smooth and efficient functioning.
- Implemented new Membership process and checklist to include online banking that led to increased percentage of Members registering in mobile banking same day.
- Lead payroll processing for School Employees, ensuring accurate and timely wage distribution while complying with federal and state tax laws and credit union policies.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Demonstrates ability to implement service recovery skills and resolve Member escalations that restore and enhance Member service by showing empathy utilizing the tools provided.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Demonstrates strong ownership of branch operations, including general ledger (GL) management, daily corrections, vault operations, and audit processes.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
Manager Assistant/Bartender
Chilis
06.2007 - 07.2019
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Greeted guests promptly and provided exceptional customer service in a fast-paced dining and bar environment.
- Prepared and served alcoholic and non-alcoholic beverages in accordance with standard recipes and customer preferences.
- Accurately took food and drink orders using POS systems, ensuring timely and correct order delivery.
- Maintained cleanliness and organization of the bar and dining areas, adhering to health and safety regulations.
- Checked customer identification to verify legal drinking age and followed responsible alcohol service guidelines.
- Suggested menu items and upsold food and drink specials to enhance guest experience and increase sales.
- Handled cash and credit transactions, balanced cash drawers, and processed payments efficiently.
- Resolved customer concerns quickly and professionally, ensuring satisfaction and repeat business.
- Collaborated with kitchen and bar staff to maintain smooth operations during peak service hours.
- Trained new hires on service protocols, menu knowledge, and safety procedures.
Education
Certificate and Associates degree - Business Administration
San Joaquin Valley college
01.2017
Skills
- Leadership
- Multi-Tasking
- Team engagement
- Member engagement
- Notary
- Proficient in Microsoft word
- Coaching
- Payment processing
- Branch operations
- Data entry
Accomplishments
- Service U graduate
- 2022 DTC Award Winner
- 5 behaviors certified
Timeline
Member Service Representative IV
SchoolsFirst Federal Credit Union
07.2019 - Current
Manager Assistant/Bartender
Chilis
06.2007 - 07.2019
Certificate and Associates degree - Business Administration
San Joaquin Valley college
Similar Profiles
Ricardo CasillasRicardo Casillas
Member Service Representative I at SchoolsFirst Federal Credit UnionMember Service Representative I at SchoolsFirst Federal Credit Union
CARLOS CAMPUZANOCARLOS CAMPUZANO
Branch Manager at SchoolsFirst Federal Credit UnionBranch Manager at SchoolsFirst Federal Credit Union
Johnnie AlejoJohnnie Alejo
Contact Center Supervisor, Consumer Lending at SchoolsFirst Federal Credit UnionContact Center Supervisor, Consumer Lending at SchoolsFirst Federal Credit Union
Loay JbeilLoay Jbeil
Clinical Laboratory Generalist (Per Diem) at Providence (Saint Mary Hospital)Clinical Laboratory Generalist (Per Diem) at Providence (Saint Mary Hospital)
Eugene ReedEugene Reed
Mailroom Clerk at Optum Healthcare Dba. Beaver Medical GroupMailroom Clerk at Optum Healthcare Dba. Beaver Medical Group