Letecia Capillan Chroust-Branch
Pensacola,Florida
Summary
Detail-oriented [Job Title] with [Number] years of experience enhancing profitability goals. Resourceful team player surpassing targets for creating new business opportunities. Maintained strong member relations tailoring solutions specific to individual needs. Result-driven [Job Title] with strong background in customer service, financial planning and sales. Agile with excellent communication and analytical skills and in-depth understanding of financial products and services.
Overview
17
17
years of professional experience
Work History
Sr. Financial Services Representative
Global Credit Union, Previously Alaska USA Federal Credit Union, Joint Base Elmendorf
Richardson, Anchorage, AK
06.2007 - Current
- Engage with existing and prospective members to create a positive member experience through prompt, professional, helpful, knowledgeable, and courteous member service
- Coach and mentor the member engagement team to tailor appropriate products and services to fit the individual financial needs of each member
- Meet with employees regularly, on an individual and group basis, to establish and reinforce training of new technology, products, service s and procedures
- Responsible for proper opening and closing procedures of the branch, security, physical control and maintenance of the facility, to include: equipment, supply inventory, management of individual and branch cash, negotiable items and general ledgers as assigned, and timely completion of management reports
- Be knowledgeable of credit union products and services, answer inquiries and provide accurate information to members on all types of accounts, and other credit union services
- Cross-sell credit union products and services by understanding the unique financial goals of each member and tailoring solutions to meet each specific need
- Confidently build meaningful relationships in-branch, as well as in the community by executing a variety of member engagement strategies through relationship calling, in-person conversations and referrals to other business lines
- Receive and process member service requests
- Identify, research and correct member account discrepancies
- Page of
- Page of
Customer Service Representative
Army Airforce Exchange Service
Elmendorf Air force Base Anchorage Alaska
03 1993 - 05 2006
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Delivered prompt service to prioritize customer needs.
Education
Licensed Personal Lines Insurance for the State of -
Alaska, : University of Santo Tomas
Bachelor of Science - Information Technology (IT
Skills
- Skills and Expertise
- Team leadership, training, and coaching
- Consultative sales expertise
- Outstanding customer service and Conflict Resolution Skills
- Proficient in the
- Microsoft Office Applications (Word, Excel and PowerPoint)
- Proficient and crossing loan applications, ensuring compliance with policies and regulations
- Ability to identify and resolve customer issues and concerns effectively
- Dependable with high quality standards and productivity
- Ability to plan, organize and prioritize work effectively
- Experienced in use of customer relationship management (CRM)
- Account documentation
- Teller transactions
- Risk management
- Customer relationship building
- Account maintenance
- Financial services
- Loan applications
- Certificates of deposit
- Sales goals
- Cash handling
Timeline
Sr. Financial Services Representative
Global Credit Union, Previously Alaska USA Federal Credit Union, Joint Base Elmendorf
06.2007 - Current
Customer Service Representative
Army Airforce Exchange Service
03 1993 - 05 2006
Licensed Personal Lines Insurance for the State of -
Alaska, : University of Santo Tomas