Jessica Hernandez
Norfolk,Virginia
Summary
Dedicated customer service professional with over 10 years of experience providing exceptional service and 3 years of supervisory experience. Previously a CUNA certified Credit Union Financial Counselor having assisted a number of members and nonmembers with providing knowledge about credit building, evaluating budgets, and creating financial plans for long term goals. Currently working towards completing an Accredited Financial Counseling certification. Specializes in problem solving and interpersonal management and proficient in Microsoft Office and have utilized Excel, Word, PowerPoint, and Outlook. Seeking to share my experience, expertise, and skills with Navy Federal Credit Union.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Financial Service Officer II
Lone Star Credit Union
01.2018 - 01.2020
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Provided customer records, account statements and copies of checks.
- Reconciled cash drawer and resolved discrepancies.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Assisted customers with compromised debit cards and issued new credentials.
- Audited fellow teller currency to contribute to dual-control procedures.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Assisted with training of new tellers on policies and procedures.
- Maintained friendly and professional customer interactions.
- Referred customers to other banking departments for specialized services.
- Cross-sold credit cards, loans and other bank products.
Financial Service Representative
Lone Star Credit Union
01.2016 - 01.2018
- Developed highly empathetic member relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional member service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective members.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
Quality Associate
PFSweb
01.2015 - 01.2016
- Addressed non-conformance issues, pausing call intake to correct errors.
- Promoted adherence to quality standards by educating personnel on quality control.
- Monitored performance standards and quality-control programs.
- Updated inspection journals and daily summary logs with quality-related data.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems.
Shift Supervisor
Starbucks Coffee Inc
01.2012 - 01.2015
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Conducted shift inspections to evaluate operational activities and implement timely resolutions for diverse concerns.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Completed daily financial activities and prepared weekly reports for management to inform decision-making.
Barista, Starbucks Coffee Inc
01.2008 - 01.2012
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Education
Engineering (Pre-Engineering)
Paris Junior College
Greenville, TX2019
Greenville High School
Greenville, TX06.2008
Skills
- Solution Optimization
- Risk Management
- Teller Transactions
- Information Gathering
- Cash Handling
- Financial Counseling
- Credit Union Operations
- Financial Services
- Management of Financial Resources
- Regulatory Compliance
- Certificate of Deposit
- Wire Transfer
Certification
CUNA Certified Financial Counselor (October 2018-October 2021)
Timeline
Financial Service Officer II
Lone Star Credit Union
01.2018 - 01.2020
Financial Service Representative
Lone Star Credit Union
01.2016 - 01.2018
Quality Associate
PFSweb
01.2015 - 01.2016
Shift Supervisor
Starbucks Coffee Inc
01.2012 - 01.2015
Barista, Starbucks Coffee Inc
01.2008 - 01.2012
Engineering (Pre-Engineering)
Paris Junior College
Greenville High School
CUNA Certified Financial Counselor (October 2018-October 2021)
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