Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Generic

Kevin Gozalo

Fulshear

Summary

Seasoned Senior Member Service Representative with solid background in customer service within financial institutions. Skilled in responding to inquiries, resolving problems and providing information on banking products and services. Strengths include exceptional communication skills, problem-solving abilities, and dedication to achieving customer satisfaction. Previous roles have demonstrated significant improvement in client relationship management through proactive engagement and strong interpersonal skills.

Overview

11
11
years of professional experience

Work History

Senior Members Service Representative

Navy Federal Credit Union
02.2021 - Current
  • High level attention to detail while efficiently processing a variety of transactions for members, to include routine cash transactions to complex servicing needs
  • Keenly aware of branch volume with the ability to flex job skill and assist wherever needed
  • Serves as a trusted advisor to current and prospective members by utilizing active listening to diagnose appropriate recommendations for a product, service, or channel.
  • Well versed in fraud and financial abuse patterns of accounts, products, and services; to include identifying, deterring, and reporting
  • Trusted and proven mentor to less experienced staff

Assistant Store Manager

Cole Haan
Katy
01.2017 - 02.2021
  • Consistently surpassed company established sales goals through exceptional customer service and product knowledge
  • Maintained excellent customer service by effectively addressing customer questions and concerns
  • Cultivated repeat business through forward thinking and innovative approach
  • Prioritized workloads for optimum success when special projects were required
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence
  • Trained new associates on various procedures to better service customers
  • Assisted Store Manager in meeting company standards for customer service and quality
  • Respected leader among my fellow associates, who looked to me for guidance

Assistant Store Manager

GH Bass & Co
Katy
02.2014 - 12.2016
  • Met or surpassed sales goals consistently through exceptional customer service
  • Offered customized solutions-oriented options to potential customers
  • Provided excellent customer service by effectively addressing customer questions and concerns
  • Trained and managed associates in customer service and sales techniques
  • Managed scheduling for store shifts to accomplish proper staffing at all times
  • Assessed job applications and made hiring recommendations to bring in quality candidates

Education

High School -

George Washington High School
Hagatna

Skills

  • Customer Service
  • Operations Management
  • Relationship Management
  • Microsoft Office
  • Google Drive
  • Transaction processing
  • Product recommendations
  • Data entry
  • Employee training
  • Attention to detail
  • Effective communication
  • Problem solving
  • Training and mentoring

Hobbies

Brazilian Jiu jitsu practitioner

Competitive online Gamer

Timeline

Senior Members Service Representative

Navy Federal Credit Union
02.2021 - Current

Assistant Store Manager

Cole Haan
01.2017 - 02.2021

Assistant Store Manager

GH Bass & Co
02.2014 - 12.2016

High School -

George Washington High School

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Kevin Gozalo