Kendra Hargraves
Hampton,VA
Summary
Seasoned professional with six years of experience in business management and customer service within a variety of industries. Demonstrated success in analyzing internal processes and customer feedback to optimize operations and elevate member satisfaction. Proficient in financial reporting, auditing, and utilizing Microsoft Office software. Committed to surpassing productivity targets and delivering exceptional service. Eager to apply my expertise to drive organizational growth within a dynamic federal agency.
Overview
6
6
years of professional experience
Work History
Member Service Representative II
Navy Federal Credit Union
Hampton, VA
05.2022 - Current
- Conduct in-depth analysis of internal policies, procedures, and products, comparing them to customer complaints and inquiries to identify areas for improvement and enhance member satisfaction
- Utilize a combination of internal and external resources to conduct thorough research and develop effective solutions leveraging existing internal capabilities and knowledge base
- Evaluate member feedback on implemented solutions, comparing post-implementation outcomes to pre-implementation data to assess the impact of initiatives and drive continuous improvement
- Employ strong problem-solving skills to address and resolve customer inquiries and disputes, escalating complex issues through appropriate channels when necessary to ensure timely and satisfactory resolution
- Exceed daily productivity goals by managing high call volumes efficiently and consistently achieving top survey satisfaction scores, demonstrating commitment to exceptional member service and performance excellence.
Customer Service Lead
Exotic Nutrition Pet Supply
Newport News, VA
09.2021 - 05.2022
- -Addressed and resolved customer inquiries regarding website functionality, product inquiries, and general questions, ensuring customer satisfaction and retention
- Managed and maintained multiple systems, including email platforms, shipping software, and website maintenance, effectively coordinating operations to streamline processes and enhance customer experience
- Prepared and submitted invoices and statements to customers with meticulous attention to detail, verifying the accuracy of customer accounts to facilitate prompt and accurate billing
- Conducted comprehensive financial data analysis to identify trends, patterns, and areas for improvement, utilizing data-driven insights to inform decision-making and enhance organizational performance
- Collaborated with financial team members to monitor budget performance, analyze variances, and identify opportunities for cost savings and operational efficiencies, contributing to effective financial management and strategic planning efforts.
Business Service Representative/Bank Teller
Community Bank
Kaiserslautern, Germany
01.2018 - 12.2018
- Facilitated the establishment of personal, commercial, and business accounts through proficient account creation processes
- Generated and reviewed daily proof sheets to ensure accurate recording of all transactions
- Managed cash availability and reconciled automated teller machines daily to maintain accurate accounting records
- Provided exceptional customer service by greeting customers, answering inquiries, and resolving any issues or concerns
- Processed customer transactions such as deposits, withdrawals, transfers, and loan payments accurately and efficiently
- Assisted customers with account inquiries, account maintenance, and other banking services
- Promoted and cross-sell bank products and services to meet customer needs and sales goals
- Maintain a clean and organized work area, including cash drawers, vault exchanges, and transaction records
- Adhered to bank policies and procedures to ensure compliance with regulations and safeguard customer information
- Handled large amounts of cash accurately and securely, balancing cash drawers at the end of each shift
- Collaborated with team members and supervisors to achieve branch goals and provide a positive customer experience
- Stayed current on industry trends and changes in banking regulations to provide accurate information to customers
- Participated in training and professional development opportunities to enhance skills and knowledge in banking services.
- Ensured strict adherence to all banking security protocols, audit procedures, and regulatory compliance standards
Education
Associate of Applied Science - Business Management
University of Phoenix
Tempe, AZ09-2024
Skills
- Quickbooks
- Financial Reporting
- Auditing
- Software Expertise in Microsoft Office
- IT Support
- Data Entry and Documentation
- Communications
- Task Management Tools
Timeline
Member Service Representative II
Navy Federal Credit Union
05.2022 - Current
Customer Service Lead
Exotic Nutrition Pet Supply
09.2021 - 05.2022
Business Service Representative/Bank Teller
Community Bank
01.2018 - 12.2018
Associate of Applied Science - Business Management
University of Phoenix
Similar Profiles
LAURA M. KINGLAURA M. KING
Appraisal Underwriter II at Navy Federal Credit UnionAppraisal Underwriter II at Navy Federal Credit Union
Vanessa K. YoungVanessa K. Young
Real Estate Lending Resolution Specialist II at Navy Federal Credit UnionReal Estate Lending Resolution Specialist II at Navy Federal Credit Union
Windi NuseWindi Nuse
Member Service Representative V at Navy Federal Credit UnionMember Service Representative V at Navy Federal Credit Union
Kayla AndersonKayla Anderson
Mortgage Member Service Representative II at Navy Federal Credit UnionMortgage Member Service Representative II at Navy Federal Credit Union
Renita BurchRenita Burch
Store Manager at Mattress WarehouseStore Manager at Mattress Warehouse