Lorenzo Matlock
Albany,NY
Summary
Thorough Member Services Representative recognized for applying communication strengths and upselling techniques to boost sales. Hardworking professional offering many years of experience rendering support and services to membership-based clients. Versed in investigating complaints and concerns, quickly processing orders, and cross-selling products.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
2
2
years of professional experience
Work History
Member Service Representative
Broadview Federal Credit Union
Albany, NY
10.2023 - 01.2025
- Followed up with customers after their interaction with the organization's services.
- Handled customer complaints in an efficient and courteous manner.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Processed foreign currency exchange requests from customers.
- Provided excellent customer service to clients in person or over the phone.
- Cross-sold bank services such as money orders, traveler's checks, debit cards.
- Balanced cash drawers accurately at end of shift.
- Prepared daily reports of cash receipts, withdrawals, and other transactions.
Front Desk Agent
Turf Hotels
Albany, NY
08.2022 - 10.2023
- Provided information about hotel amenities, services, and local attractions.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Answered phones, responded to inquiries, and took messages.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Kept accurate records of guest transactions.
- Addressed customer needs in a timely manner.
Education
High School Diploma -
Westfield High School
Houston, TX06-2011
Skills
- Member correspondence
- Membership renewals
- Service recommendations
- Product recommendations
- Service upselling
- Financial transactions
- Transaction processing
- Member onboarding
- Customer service
- Workflow optimization
Timeline
Member Service Representative
Broadview Federal Credit Union
10.2023 - 01.2025
Front Desk Agent
Turf Hotels
08.2022 - 10.2023
High School Diploma -
Westfield High School