Kathleen Perez
Fort Myers,FL
Summary
Experienced Member Service Representative at Suncoast Credit Union, recognized for exceptional customer service and relationship-building skills. Proven track record in resolving complex issues and enhancing operational processes, leading to improved performance outcomes. Strong capabilities in transaction management and dispute resolution, fostering a supportive team culture.
Overview
6
6
years of professional experience
Work History
Member Service Representative
Suncoast Credit Union
04.2021 - Current
- 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.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
Supervisor of Operations
Ace Hardware
01.2019 - 02.2021
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Enhanced operational efficiency by streamlining processes and implementing best practices in the workplace.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Proactively identified potential problems before they escalated, addressing them swiftly and effectively to minimize negative impact on daily operations.
- Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Assisted in strategic planning efforts within the organization by providing valuable insights based on experience leading teams within similar industries.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Completed bi-weekly payroll for 30 employees.
Education
Associate of Science - Psychology
FIU
Miami, FL06.2016
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Call center experience
- Transaction processing
- Account management
- Dispute resolution
- Issue resolution
- Escalation handling
- Product recommendations
- Complaint handling
- Client education
Languages
Spanish
Native or Bilingual
Timeline
Member Service Representative
Suncoast Credit Union
04.2021 - Current
Supervisor of Operations
Ace Hardware
01.2019 - 02.2021
Associate of Science - Psychology
FIU
Similar Profiles
Luis Felipe Vargas PeñaLuis Felipe Vargas Peña
SENIOR SERVICE CENTER MANAGER at SUNCOAST CREDIT UNIONSENIOR SERVICE CENTER MANAGER at SUNCOAST CREDIT UNION
Luis GomezLuis Gomez
Senior Member Advocate at Suncoast Credit UnionSenior Member Advocate at Suncoast Credit Union
LORDYNE APPOLONLORDYNE APPOLON
Customer Service Representative/Member Advocate at Suncoast Credit UnionCustomer Service Representative/Member Advocate at Suncoast Credit Union
Amanda KiangAmanda Kiang
Sales Specialist at Sunglass HutSales Specialist at Sunglass Hut
Edward RogersEdward Rogers
Customer Service Representative at Purple Rain Vape And SmokeCustomer Service Representative at Purple Rain Vape And Smoke