Jennifer Serna
Madison,WI
Summary
Qualified Member Services Representative with many years in fast-paced customer service and call center environments. Personable and professional under pressure.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Member Service Representative
Dupaco Community Credit Union
Mabank, WI
06.2022 - 05.2024
- Assisted with the opening of new accounts and processed account maintenance requests.
- Greeted customers in a friendly and professional manner.
- Ensured compliance with applicable laws and regulations related to banking operations.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Responded promptly to emails from members seeking assistance.
- Verified identity information on new accounts using established procedures.
- Followed up with customers after their interaction with the organization's services.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Assisted colleagues with tasks as needed during peak times of activity.
- Processed loan applications and documented loan decisions according to policy requirements.
- Enhanced member relationships by providing excellent service during each interaction.
- Processed cash and check deposits every day.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Delivered quality service by assessing, advising and assisting credit union members.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
Customer Service Representative
Healthgrades
Madison, WI
02.2020 - 05.2022
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries via phone, email, and chat.
- Maintained a high level of professionalism when dealing with difficult customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed positive relationships with customers through friendly interactions.
- Answered inbound calls, chats and emails to facilitate customer service.
General Manager
Mitraqsr
Madison, WI
06.2011 - 01.2020
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Ensured compliance with local health department regulations regarding food safety standards.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Trained employees on duties, policies and procedures.
- Supervised employees through planning, assignments, and direction.
- Recruited, interviewed and hired qualified staff for open positions.
- Administered employee discipline through verbal and written warnings.
Education
High School Diploma -
Los Lunas High School
Los Lunas, NM08-2000
Skills
- Member retention
- Product Sales
- Issue Resolution
- Service Upselling
- Membership renewals
- Financial Transactions
- Customer Support
- Account Management
- Insurance knowledge
- Policy understanding
- Product Recommendations
- Complaint Handling
Certification
- Notary Public
References
References available upon request.
Timeline
Member Service Representative
Dupaco Community Credit Union
06.2022 - 05.2024
Customer Service Representative
Healthgrades
02.2020 - 05.2022
General Manager
Mitraqsr
06.2011 - 01.2020
High School Diploma -
Los Lunas High School
- Notary Public
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