John Earl
Pensacola,FL
Summary
Dynamic Resolution Specialist with Navy Federal Credit Union, skilled in de-escalation techniques and problem-solving. Successfully reduced complaints through root cause analysis and implemented preventive measures. Proven ability to enhance customer satisfaction by effectively managing high volumes of inquiries and fostering positive relationships, ensuring clients feel heard and supported.
Overview
9
9
years of professional experience
Work History
Resolution Specialist
Navy Federal Credit Union
04.2023 - Current
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
Member Service Representative
Navy Federal Credit Union
06.2021 - 04.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
Team Leader Trainer
Whataburger
06.2016 - 06.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Education
High School Diploma -
Pace High School
Pace, Fl05-2017
Skills
- De-escalation techniques
- Assertiveness
- Document preparation
- Deductive reasoning
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
Timeline
Resolution Specialist
Navy Federal Credit Union
04.2023 - Current
Member Service Representative
Navy Federal Credit Union
06.2021 - 04.2023
Team Leader Trainer
Whataburger
06.2016 - 06.2021
High School Diploma -
Pace High School
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