Imani Reyes
Orlando,FL
Summary
Dynamic Support Specialist with a proven track record at McCoy Federal Credit Union, excelling in customer service and incident management. Enhanced member satisfaction through effective problem-solving and the development of knowledge base articles. Skilled in CRM software, I trained staff to ensure consistent service quality and streamlined support processes.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Support Specialist
McCoy Federal Credit Union
07.2022 - Current
- Provided technical support for members, resolving inquiries through various communication channels.
- Developed and maintained knowledge base articles to enhance team efficiency and member self-service options.
- Collaborated with cross-functional teams to identify and implement process improvements in service delivery.
- Trained new staff on systems and procedures, ensuring consistency in service quality across the team.
- Analyzed member feedback to inform service enhancements, contributing to improved customer satisfaction rates.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Member Service Representative
McCoy Federal Credit Union
07.2022 - 07.2024
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Assisted in onboarding new members, ensuring a smooth integration into services offered.
- Maintained accurate member records using CRM software to enhance service efficiency.
- Collaborated with team members to streamline processes, improving response times for member requests.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trained junior representatives on best practices in customer interaction and service protocols.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Verified customer identification and documentation for compliant transactions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Educated and engaged customers with new bank products and services.
Education
Technology Education
Sci-Tech Highscool
Massachusetts06-2017
Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Recordkeeping skills
- Incident management
- [Software] expertise
- Service desk operations
- Ticket management
- Problem-solving
- Call center operations
Certification
- Certified [Job Title], [Company Name] - [Timeframe]
Languages
English
Full Professional
Timeline
Support Specialist
McCoy Federal Credit Union
07.2022 - Current
Member Service Representative
McCoy Federal Credit Union
07.2022 - 07.2024
Technology Education
Sci-Tech Highscool
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