Kalina Henry
Dobbs Ferry,NY
Summary
Dedicated Member Service Specialist with expertise in customer engagement, security awareness, and efficient issue resolution. Committed to enhancing member satisfaction through exceptional communication and personalized financial guidance.
Overview
4
4
years of professional experience
Work History
Member Service Specialist I
USAlliance Federal Credit Union
Rye, NY
02.2025 - Current
- Assisted members with account inquiries and transaction processing.
- Educated members on credit union products and services to enhance engagement.
- Resolved member issues efficiently, ensuring high satisfaction levels.
- Utilized banking software to manage member accounts and transactions accurately.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
Customer Success Representative
Ultrafabrics
Tarrytown, NY
02.2024 - 02.2025
- Fostered strong customer relationships by providing timely and effective support for inquiries and issues.
- Collaborated with internal teams to ensure seamless communication and resolution of customer concerns.
- Leveraged CRM tools to track customer interactions, enhancing follow-up processes and service delivery.
- Analyzed customer feedback to identify trends, contributing to product improvement initiatives.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
Commercial Lines Specialist
Progressive Insurance Companies
Remote, USA
05.2022 - 01.2024
- Analyzed commercial insurance policies to ensure compliance with underwriting guidelines.
- Collaborated with agents to provide tailored coverage solutions for clients.
- Reviewed and processed claims, ensuring timely resolution and client satisfaction.
- Developed training materials for new team members on policy features and procedures.
- Streamlined the renewal process for commercial lines policies, ensuring a high retention rate.
- Served as a liaison between carriers and clients during policy issuance process, ensuring clear communication and understanding among all parties involved.
- Maintained up-to-date knowledge on industry trends through continuous professional development courses and seminars.
Education
Bachelor of Science - Information Technology (Cybersecurity)
Broward College
Fort Lauderdale, FL12.2026
Skills
- Customer service standards
- Strong empathy
- Customer engagement
- Exceptional communication
- Identity & Access Concepts (Authentication, Authorization, Least Privilege)
- User Account Management & Access Support
- Security Awareness & Data Protection
- Microsoft Excel (VLOOKUP, Pivot Tables – developing)
- Documentation & Case Tracking
- Systems Navigation & Troubleshooting
- Multi-System Environments
Timeline
Member Service Specialist I
USAlliance Federal Credit Union
02.2025 - Current
Customer Success Representative
Ultrafabrics
02.2024 - 02.2025
Commercial Lines Specialist
Progressive Insurance Companies
05.2022 - 01.2024
Bachelor of Science - Information Technology (Cybersecurity)
Broward College