Summary
Overview
Work History
Education
Skills
Training
Timeline
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Kimberly Bekiesz

Watertown,New York

Summary

Experienced, dedicated, energetic, and goal-oriented professional with 13 years of significant experience in customer service, Microsoft Office and other automation software, attention to detail, and interpersonal and communication skills. Proven ability to handle pressure and meet deadlines, manage/lead/mentor and develop personnel, execute resource management (financial, physical, and personnel), demonstrate initiative to be flexible and adaptable, manage multiple assignments simultaneously, and build and lead teams or work independently. Demonstrated consistent top performance with enthusiasm, pride, and perseverance in all work. Committed to deliver timely, accurate, and quality work while being able to work effectively under pressure in fast-paced, time-sensitive conditions.

Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.

Overview

10
10
years of professional experience

Work History

Member Service Representative III

Navy Federal Credit Union
10.2023 - Current
  • Responsible for providing a variety of services to credit union customers and act as a liaison between the customer and the credit union. Process, track, and manage various intricate financial transactions in a fast-paced work environment.
  • Perform transactions to include opening new accounts, cashing checks; and processing deposits, withdrawals, loan and credit card payments, line-of-credit advances, and account transfers.
  • Handle customer service-related questions and problems received in person and via telephone. When appropriate, refer customers to appropriate personnel for specific information and assistance.
  • Provide information on credit union services or policies, including eligibility for membership, types of credit union accounts, insurance on loans, and current interest and dividend rates.
  • Examine negotiable instruments for proper endorsements and negotiability and report suspicious items to Supervisor.
  • Issue new share certificates and processes renewals.
  • Attend departmental meetings and follows up on assigned action items.
  • Obtained Mortgage Loan Originator Certification to assist members with mortgage questions and receive applications, offers, or negotiate terms for loans.
  • Work well individually and with other team members.
  • Mentor/coach new employees on their development.
  • Supervisor: Kami Doyle Email: Kami_Doyle@navyfederal.org
  • 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.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Verified customer identification and documentation for compliant transactions.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Processed account transactions accurately, ensuring proper documentation and timely processing.
  • Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
  • Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
  • Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.

Remote Human Resources Representative

Amazon
09.2022 - 03.2023
  • Handle confidential and sensitive information
  • Provide information to employees about their payroll and timekeeping.
  • Supported employees with benefits enrollments by guiding process and answering questions.
  • Safeguarded human resource information, maintaining employee confidence and protecting operations.
  • Deep-dive complex issues with payroll, timekeeping and benefits to resolve customer inquiries.
  • Working with IT staff in designing tracking systems as well as conducting training sessions and seminars on new IT systems.
  • Supervisor: Genelle Rose
  • Answered employee inquiries regarding health benefits and 401k options.
  • Enhanced employee satisfaction by implementing effective HR policies and procedures.
  • Responded to employee inquiries, questions and complaints and guided and directed employee relations issues to support workforce analysis, performance management and other core HR functions.

Military Pay Technician

DFAS (Defense Finance and Accounting Service)
09.2017 - 01.2019
  • Submit travel vouchers to corresponding department for review and payout.
  • Review documentation for incorrect or erroneous information.
  • Entering personnel actions, reviewing pay authorization documents, determining entitlements, and processing pay entitlement actions.
  • Respond to pay inquiries; reviewing military pay debts; processing adjustment actions; reviewing military pay.
  • Maintained network architecture and infrastructure as well as monitored network capacity, and performance on a regular basis.
  • Streamlined military pay procedures by implementing efficient processing systems and maintaining accurate records.
  • Provided exceptional customer service to military personnel, addressing pay-related inquiries and resolving issues promptly.
  • Ensured compliance with government regulations by staying up-to-date on policy changes and updating internal processes accordingly.

Customer Service Representative

DFAS (Defense Finance and Accounting Service)
05.2015 - 09.2017
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, such as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers’ problems.
  • Analyze customer accounts to identify computation problems, erroneous data, missing documents, and update address.
  • Set up system access for co-workers and provide customer service training.
  • Research relevant regulations, policies, and procedures to answer telephone and written requests about current allowable expenses and documentation requirements.
  • Promoted high customer satisfaction by resolving problems with knowledge and friendly service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Ensure all instructions are clear and precise and entered correctly into the appropriate system.
  • Assisted in protecting information system resources or data in compliance with established security policies and procedures as well as in preventing unauthorized intrusions.
  • Supervisor: Maureen White
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Education

High School Diploma -

Rome Free Academy
Rome, NY
11-2004

Skills

  • Customer service
  • Relationship building
  • Financial transactions
  • Customer support
  • Call center experience
  • Transaction processing
  • Account management
  • Dispute resolution
  • Escalation handling
  • Product recommendations
  • Complaint handling
  • Document processing

Training

  • Communication Tips to Accelerate Your Career
  • Human Resources: Understanding HR Systems Features and Benefits
  • Teamwork Essentials: Stand Out as a Valuable Team Member

Timeline

Member Service Representative III

Navy Federal Credit Union
10.2023 - Current

Remote Human Resources Representative

Amazon
09.2022 - 03.2023

Military Pay Technician

DFAS (Defense Finance and Accounting Service)
09.2017 - 01.2019

Customer Service Representative

DFAS (Defense Finance and Accounting Service)
05.2015 - 09.2017

High School Diploma -

Rome Free Academy

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Kimberly Bekiesz