Joshara Romero
Greer,SC
Summary
Accomplished Digital Specialist with a proven track record at Greenville Federal Credit Union, enhancing member experience through exceptional customer service and strong technical skills. Fluent in Spanish and English, adept at cross-selling and surpassing sales goals, significantly improving customer retention and satisfaction.
Overview
15
15
years of professional experience
Work History
DIGITAL SPECIALIST II
Greenville Federal Credit Union
Greenville, SC
07.2024 - Current
- Provide superior member service over the phone or electronically by assisting in opening and managing member accounts and online loan applications; handling member issues relating to financial services for complete resolution in a courteous and timely manner, including but not limited to processing online membership requests, online messages, and other service requests such as address changes.
- Maintain knowledge of all credit union products and services; cross-sell those that best meet the members' financial needs. Maintain or surpass sales performance standards to enhance the member experience, and meet established sales goals. Support all internal sales contests and product promotions.
- Responsible for processing online account and loan applications according to standard procedures and contacting members with denial status or the need for more information ;returning completed applications to CU.
DIGITAL SPECIALIST I
Greenville Federal Credit Union
Greenville, SC
03.2023 - 07.2024
- Provide superior member service over the phone or electronically by assisting in opening and managing member accounts and online loan applications; handling member issues relating to financial services for complete resolution in a courteous and timely manner, including but not limited to processing online membership requests, online messages, and other service requests such as address changes.
- Maintain knowledge of all credit union products and services; cross-sell those that best meet the members' financial needs. Maintain or surpass sales performance standards to enhance the member experience, and meet established sales goals. Support all internal sales contests and product promotions.
- Responsible for processing online account and loan applications according to standard procedures and contacting members with denial status or the need for more information ;returning completed applications to CU.
MEMBER SPECIALIST II
Greenville Federal Credit Union
Greenville, SC
09.2021 - 03.2023
- Maintain knowledge of all credit union products and services; cross-sell those that provide a financial value/benefit to the members
- Maintain or surpass sales performance standards to enhance the member experience and meet established sales goals
- Provide superior member service by assisting in managing member accounts and handling member issues relating to financial services for complete resolution in a courteous and timely manner
- Responsible for booking loans; completing a satisfaction of lien request; completing vehicle evaluation and completing the DocuSign process
BANKING SPECIALIST II
TD Bank
Greenville, SC
03.2016 - 09.2021
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Maintained strong product and sales knowledge and champions core service values
- Effectively managed a high volume of inbound and outbound calls
CUSTOMER SERVICE SPECIALIST
Del Campo Distribution
Queens, NY
03.2014 - 10.2016
- Productive relationship builder; excel at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer
- Provided excellent customer service resulting in high levels of customer retention
- Maintained high levels of performance for customer service metrics including: call answer rate, call quality, customer service ratings, and accuracy
ADMINISTRATOR
Bahia de Pozuelo Constructor
Barcelona, Venezuela
08.2009 - 02.2014
- Maintained detailed records and managed bookkeeping responsibilities
- Analyzed data to mitigate risk
- Participated in project planning, assisted with contract negotiations
Education
Business Administration -
UNIVERSIDAD GRAN MARISCAL DE AYACUCHO
Venezuela01.2012
Skills
- Excellent communication and interpersonal skills
- Bi-lingual (Spanish/English)
- Strong Technical Skills
- Exceptional Customer Service Skills
References
Available upon request
Timeline
DIGITAL SPECIALIST II
Greenville Federal Credit Union
07.2024 - Current
DIGITAL SPECIALIST I
Greenville Federal Credit Union
03.2023 - 07.2024
MEMBER SPECIALIST II
Greenville Federal Credit Union
09.2021 - 03.2023
BANKING SPECIALIST II
TD Bank
03.2016 - 09.2021
CUSTOMER SERVICE SPECIALIST
Del Campo Distribution
03.2014 - 10.2016
ADMINISTRATOR
Bahia de Pozuelo Constructor
08.2009 - 02.2014
Business Administration -
UNIVERSIDAD GRAN MARISCAL DE AYACUCHO
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