Jessica Zapien
Merced,CA
Summary
Member-focused professional with over 9 years of experience in customer service. Known for leading by example, providing guidance to peers, and supporting team performance though mentoring and improvement of processes. Passionate about developing other and creating positive experiences for members and the team as a whole.
Overview
10
10
years of professional experience
Work History
Member Service Representative II
Golden 1 Credit Union
01.2025 - Current
- MSCC KPI Hero award received for Jan, Feb, and May 2026 while maintaining a high standard of service, accuracy, and efficiency
- Sustain average quality assurance score of 97.5% since January 2026.
- Process credit card and personal loan applications to support operational needs of direct lending team.
- Receive high number of monthly surveys with an average above 4.8 each month
- Address pressing member issues by de-escalating situations and delivering actionable solutions to support member retention.
Service Representative, Sr. Service Representative
Patelco Credit Union
01.2023 - 01.2025
- Handled high-volume inbound calls across Online Banking and General Support queues, consistently meeting performance benchmarks
- Recognized for exceptional performance with highest quality assurance (QA) score in contact center for 2024, enhancing overall service quality.
- Delivered personalized support using tools such as Microsoft Teams, Salesforce, Genesis, and multiple Fiserv platforms, ensuring seamless resolution of complex banking inquiries
- Exhibited exceptional multitasking and communication abilities in a dynamic environment, enhancing team performance in first-call resolution.
Attendant
ProShine Car Wash
01.2023 - 01.2023
- Drove sales and tip revenue up by 17% with superb service experience
Porter
Guckenheimer/ISS at Riot Games
01.2021 - 01.2023
- Utilizing customer service to create lasting relationship with clientele
- Filling a variety of positions based on the changing needs of the client
- Creating and filling order guides/data in Microsoft Office and Google Suite
- Leading and training several new hires
Sales Associate
Converse
01.2018 - 01.2021
- Received two awards for implementing superb customer service to drive sales
- Keeping product filled while preserving organization in back of house
- Processing newly received merchandise quickly and accurately
Cast Member
Disney Store
01.2019 - 01.2020
- Using French and Spanish skills to upsell and provide attentive service
- Cultivated a welcoming atmosphere and delivered exceptional service for high-profile guests.
Team Member
Yogurtland
01.2017 - 01.2018
- Handling money and keeping till/safe balances correct
- Keeping stock organized and efficient
Education
No Degree -
Cerritos College
Norwalk, CASkills
- Team management and collaboration
- Assist teams in high-pressure environments
- Outstanding customer service
- Proficient in Microsoft Office and Google Suites
- Support training initiatives
- Knowledge sharing
- Manage cash operations effectively
- Complex problem resolution
- Utilize CRM and Salesforce systems
- Operate Fiserv platforms
- Leverage Genesys Cloud and CXOne for customer interactions
- Facilitate loan processing tasks
- Escalation management
- Experience with systems such as PartnerCare, Quavo, metavante, Alkami for online banking, Compass/Zelle
Timeline
Member Service Representative II
Golden 1 Credit Union
01.2025 - Current
Service Representative, Sr. Service Representative
Patelco Credit Union
01.2023 - 01.2025
Attendant
ProShine Car Wash
01.2023 - 01.2023
Porter
Guckenheimer/ISS at Riot Games
01.2021 - 01.2023
Cast Member
Disney Store
01.2019 - 01.2020
Sales Associate
Converse
01.2018 - 01.2021
Team Member
Yogurtland
01.2017 - 01.2018
No Degree -
Cerritos College