Lucy Montano
Fairfax,VA
Summary
Results-driven and member-focused professional pursuing advancement into a staff or executive leadership pathway within Navy Federal Credit Union. Known as a trusted partner and change advocate with strong digital adoption, operational expertise, and a proven ability to elevate team performance and the member experience. Dedicated to driving process improvements, fostering cross-functional collaboration, and leveraging frontline insights to strengthen organizational effectiveness
Overview
13
13
years of professional experience
Work History
Member Service Representative III
Navy Federal Credit Union
Manassas, VA
09.2022 - Current
- Supported branch operational excellence by quickly adopting new procedures, systems, and digital tools, including high OneView utilization.
- Provided tactful, solutions-oriented support in complex member situations while maintaining strong service outcomes.
- Partnered with members to identify financial needs and facilitate consumer, mortgage, equity, and credit card solutions.
- Educated members and staff on digital platforms and products, driving adoption and improving the overall member experience.
- Independently managed complex account types (checking, savings, IRA, trust, estate) with strong attention to detail and compliance.
- Delivered informal coaching and guidance to Level I and II team members, reinforcing best practices and process consistency.
- Researched and resolved complex account discrepancies using analytical problem-solving skills.
- Strengthened operational readiness by assisting with vault procedures, open/closing branch and serving as ATM Vault Custodian.
- Contributed to a collaborative, high-performance team environment through recognition initiatives and cross-functional support.
Project Coordinator
Pereira Construction
05.2019 - 09.2022
- Performed basic research and provides reports on customers acquisition plans and budgets as well as on open-source competitive intelligence
- Assisted Project Managers and/or Project Controls with reviewing and/or compiling financial reports, monthly progress reports, and travel authorizations
- Assists with coordinating schedules and logistics for meetings
- Researched and provided information and editing for proposal submissions
- Entered data and made changes to existing data figures in digital database
- Applied initiative and independent decision-making skills to carry out ad hoc oral or written instructions
- Coordinated project schedules and timelines to ensure timely completion of construction phases.
Administrative Assistant
Zahedi Law Office
Fall Church, VA
03.2019 - 08.2022
- Prepared 15-20 legal documents and scheduled 30+ case related meetings and client appointments.
- Lead projects and performed various initiatives for lawyers
- Reviewed and collected information relevant to pending cases and contracts
- Ensured client and member confidentiality
- Upheld appropriate communication guidelines, quality assurance and compliance
- Ensure all parties were aware of procedures, documents and role are understood
- Managed document preparation, ensuring compliance with legal standards and deadlines.
Leader Server/Manager
Settle Down Easy Brewery
Falls Church, VA
02.2019 - 07.2022
- Assist between 50-150+ guests in a high-pressure environment to promote business products and provide exceptional customer service.
- Respond to inquiries regarding meal preparation and service.
- Provide client support and troubleshoot problems to meet expectations
- Coordinate with kitchen staff to ensure timely and accurate order preparation.
- Performed as Lead Server with responsibility for overseeing opening / closing and coaching and mentoring new servers regarding menu items, company policies and procedures.
Guest Service Team Member
Target Co
Fairfax, VA
06.2013 - 01.2018
- Pursued learning opportunities to advance knowledge and take on leadership position.
- Respond to questions and concerns about service and escalate calls appropriately.
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns.
Education
Masters of Science - Management
Geroge Mason University
Fairfax, VA07-2024
Bachelor of Arts - Social Science
Geroge Mason University
Fairfax, VA12-2022
Associate of Social Science - Psychology
Northern Virginia Community College
Annadale, VA06-2021
Skills
- NFCU Internal Applications
- Navy Federal Products/Services
- Navy Federal Policies/Procedures
- Problem Analysis & Resolution
- Organizational & Strategic planning
- Microsoft Office Applications
- Data Analytics
- Communication & Interpersonal Skills
- Project & Time Management
- Verbal and written communication
Accomplishments
- Achieved MSR Spotlight in January 2026
Languages
Spanish
Full Professional
Timeline
Member Service Representative III
Navy Federal Credit Union
09.2022 - Current
Project Coordinator
Pereira Construction
05.2019 - 09.2022
Administrative Assistant
Zahedi Law Office
03.2019 - 08.2022
Leader Server/Manager
Settle Down Easy Brewery
02.2019 - 07.2022
Guest Service Team Member
Target Co
06.2013 - 01.2018
Bachelor of Arts - Social Science
Geroge Mason University
Associate of Social Science - Psychology
Northern Virginia Community College
Masters of Science - Management
Geroge Mason University
Achievements
Digital Champion
• Responsible for maintaining knowledge of Online and Mobile Banking, and ATM features, and serving as an advocate for the team.
• Ensure all team members are familiar with the available resources, and are confident, excited, and prepared to encourage the use of the many digital channels available to members.
• Schedule team meetings or huddles to familiarize team members with the enhancements associated with mobile or online releases. •
Level 1 Authority / Notary STAMP
• Apply knowledge of policies/procedures to make judgment calls in different circumstances