Summary
Overview
Work History
Education
Skills
Awards
Certification
Timeline
Generic

Julie DeGuair

Henderson

Summary

To utilize my Customer Service Representative skills with an impressive 25-year track record and successfully providing swift resolution to customer complex issues, ultimately gaining trust and winning loyalty.

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

24
24
years of professional experience

Work History

Member Service Representative III - MLO

Navy Federal Credit Union
04.2018 - Current
  • Fully universal MSR with a focused priority on an exceptional member experience, while being a valuable resource for my team serving as Ira/Trust specialist and MLO.
  • This coupled with my desire for continued development to work with a cohesive team lend me valuable asset to a professional and engaged environment.

Personal Banker/Customer Care Specialist/Sales/Disputes&Resolutions/Credit Card

Bank Of America
05.2004 - 08.2017
  • Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and resolving concerns.
  • Trained more than 300+ associates to navigate through multi systems required.
  • Research complicated cases without prompting to provide more comprehensive service to customers.
  • Suggested verbiage to deescalate calls, which reduced average call time.
  • Filled debit card, credit card, check fraud, and identity fraud claims.
  • Customer Champion(s), Bronze Award(s), Call of the month(s), Twitter recognition from customers, Credit card Sales award
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.

Mortgage Customer Service Representative

American Savings Bank
09.2001 - 12.2003
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

High School Diploma -

KONAWAENA HIGH SCHOOL
Kealakekua, HI
06-1992

Skills

  • Active Listening
  • Critical Thinking
  • Judgement and Decision Making
  • Time Management
  • Complex Problem Solving
  • Needs based selling
  • Multi-Tasking
  • Payment processing
  • Banking operations support
  • Client education
  • Product recommendations
  • Dispute resolution
  • Relationship building

Awards

  • Customer Champion(s)
  • Bronze Award(s)
  • Call of the Month(s)
  • Twitter Recognition from Customers
  • Credit Card Sales Award

Digital Champion Quarter 1 2025

Digital Champion Quarter 3 2024

BES Excellence award Quarter 4 2024

Certification

  • Licensed Notary
  • Mortgage License originator

Timeline

Member Service Representative III - MLO

Navy Federal Credit Union
04.2018 - Current

Personal Banker/Customer Care Specialist/Sales/Disputes&Resolutions/Credit Card

Bank Of America
05.2004 - 08.2017

Mortgage Customer Service Representative

American Savings Bank
09.2001 - 12.2003

High School Diploma -

KONAWAENA HIGH SCHOOL

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Julie DeGuair