Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Isabelle Porcayo

Woodstock,IL

Summary

Thorough Member Services Representative recognized for exceptional communication skills and effective upselling techniques that boost sales. Hardworking professional with 5 years of experience providing support and services to membership-based clients. Dedicated and detail-oriented, specializing in operational efficiency and analytical thinking. Known for restorative problem-solving abilities, empathetic member service, and strong research and data gathering skills. Adept at managing complex financial transactions, opening and maintaining accounts, and ensuring compliance with regulatory standards. Proficient in handling audits, troubleshooting technical issues, and utilizing a variety of software. Eager to leverage my strengths in operations and analysis to contribute to and grow within the operational department at BCU.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Member Service Representative

BCU
Crystal Lake, IL
11.2021 - Current
  • Processed a wide range of financial transactions accurately and efficiently.
  • Handled complex transactions, including large withdrawals, deposits, and wire transfers.
  • Opened and managed new personal and business memberships, providing exceptional customer service.
  • Facilitated applications for credit cards and personal and auto loans, successfully meeting member needs.
  • Assisted members with opening IRAs and CDs, providing detailed information and guidance.
  • Managed foreign currency exchanges for members.
  • Conducted follow-ups with members and worked leads in Salesforce for potential products.
  • Collaborated on audits with the manager, ensuring regulatory compliance.
  • Troubleshot and resolved cash machine issues and transaction discrepancies.
  • Demonstrated proficiency with Aperta software, including batch deletions and corrections.
  • Ordered cash for the branch weekly and coordinated cash sell-backs to Thillens.
  • Provided guidance and tailored financial solutions to members.
  • Efficiently used DocuSign, PSCU, Salesforce, Temenos, Currency Teller, Blend, Teams, and Outlook.
  • Continuously met or exceeded monthly and yearly goals within my position.
  • Consistently met manager's expectations and eagerly took on additional responsibilities.
  • Provided guidance and tailored financial solutions to members.
  • Continuously met or exceeded monthly and yearly goals within my position.
  • Consistently met manager's expectations and eagerly took on additional responsibilities.

Senior Teller

Home Depot
Crystal Lake, IL
01.2021 - 10.2021
  • Verified and processed financial transactions, including checks, cash, and loan payments.
  • Ensured facility security and maintained financial controls by monitoring cash and handling audits.
  • Promoted bank products and services, consistently exceeding sales goals.
  • Provided professional customer service, resolved issues, and managed high volumes of transactions.
  • Balanced cash drawers, bank vault, and ATM, while maintaining accurate records.
  • Supported the team as a senior teller in the manager's absence, offering guidance and assistance.
  • Trained new employees and served as a contact for branch guidelines and translations.
  • Quickly adapted to new systems, such as Fiserv, and handled multiple branches' opening and closing procedures.

Teller

Home State Bank
Crystal Lake, IL
04.2019 - 01.2021
  • Processed transactions efficiently, including cash withdrawals, deposits, checks, and transfers.
  • Managed and balanced the main ATM weekly, resolving errors and replenishing cash.
  • Balanced and closed the bank vault, adhering to regulatory audit procedures.
  • Assisted customers with opening and closing accounts, escalating complex issues to bankers.
  • Recommended bank products and services to customers, exceeding sales goals.
  • Handled customer inquiries and issues, escalating when necessary.
  • Trained new employees on cash drawer operations and daily tasks.
  • Acted as a point of contact for translation for Spanish-speaking customers between branches.
  • Participated in training classes to increase knowledge of banking products and services.
  • Managed Thillens and verified cash shipments.
  • Processed tax and loan payments, ensuring adherence to guidelines and regulations.
  • Entered work orders through IT and Equips for equipment maintenance.
  • Offered to work additional hours during holidays and busy periods to alleviate staffing shortages.
  • Remained composed and professional in high-stress situations.

Receptionist

Dr Rich Surwiak Inc
Crystal Lake, IL
03.2018 - 05.2018
  • Greeted incoming patients with a professional and friendly approach, providing knowledgeable assistance.
  • Processed patient payments and updated accounts.
  • Managed incoming and outgoing mail and packages daily.
  • Answered and directed calls, confirmed appointments, and scheduled based on availability.
  • Processed payments for contacts, lenses, and exams, updating customer accounts accordingly.
  • Stocked shelves, organized frame displays, and educated customers on product offerings.
  • Addressed customer concerns regarding contacts and glasses.
  • Verified patient insurance coverage with insurance companies.

Seasonal Retail Sales Associate

Kohls Department Store
Woodstock, IL
09.2017 - 01.2018
  • Maintained knowledge of store products and promotions to drive sales.
  • Provided professional and polite support to customers for sales and service needs.
  • Coordinated with other locations to find items for customers.
  • Restocked shelves and organized displays to maintain a presentable sales floor.
  • Answered questions about promotions and assisted customers on the sales floor.
  • Handled fitting room returns and assessed displays for orderliness.
  • Assisted with ringing up sales and bagging merchandise.
  • Prepared merchandise for the sales floor with accurate pricing and codes.

Education

High School Diploma -

Woodstock North High School
Woodstock, IL
05-2018

Skills

  • Analytical and Critical Thinking
  • Interpersonal Communication
  • Attention to Detail
  • Organization and Time Management
  • Dependable and Responsible
  • Problem-Solving
  • Talent development and mentorship of others on my team
  • Exceptional understanding and responsiveness to others' needs
  • Strong research and information collection capabilities

Certification

  • Goal Consultant Certified
  • Notary Public

Languages

Spanish
Native/ Bilingual

Timeline

Member Service Representative

BCU
11.2021 - Current

Senior Teller

Home Depot
01.2021 - 10.2021

Teller

Home State Bank
04.2019 - 01.2021

Receptionist

Dr Rich Surwiak Inc
03.2018 - 05.2018

Seasonal Retail Sales Associate

Kohls Department Store
09.2017 - 01.2018

High School Diploma -

Woodstock North High School

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Isabelle Porcayo