Maya Ford
Pensacola
Summary
Dynamic professional recognized for a proactive mindset, and quick learning capabilities. Exhibits a robust work ethic and outstanding communication skills, effectively aiding team goals and organizational objectives. Detail-oriented, with specialized skills in communication, collaboration, and problem-solving, aimed at enhancing document processing and improving organizational workflows.
Overview
6
6
years of professional experience
Work History
MSR V Fraud Assist
Navy Federal Credit Union
10.2023 - Current
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked effectively in team environments to make the workplace more productive.
- Engaged in conversations with customers to understand their needs, resolve issues, and answer product questions.
- Verify that procedures are being adhered to effectively.
- Adapted communication techniques to address diverse member requirements.
- Examine the manual chapters, and identify any spelling errors or inaccuracies.
MSR Mentor
Navy Federal Credit Union
04.2023 - 05.2024
- Mentored individuals on professional development topics such as communication skills, problem-solving and goal setting.
- Developed customized plans to address each mentee's strengths, weaknesses, and career aspirations.
- Displayed excellent time management skills by ensuring all the tasks for the team were done, as well as assisting members over the phone. Performed call reviews to ensure proper procedures were followed.
- Performed 1:1s with team members to provide coaching and development opportunities.
- Created growth plans and actively worked with team members to achieve goals.
- Served as a role model for professionalism, integrity, and dedication within the mentorship program environment.
- Completed assignments promptly and on time.
- Continually assessed my mentoring performance, seeking feedback from peers and mentees to ensure ongoing personal and professional growth.
MSR Ll/lll
Navy Federal Credit Union
02.2019 - 04.2023
- Attended regular training sessions on relevant topics to stay updated with industry trends.
- Performed troubleshooting and problem-solving for customer issues.
- Answered, screened, and processed a high volume of calls daily with a call management system and web-based communications.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Offered resolutions to de-escalate calls and solve customer issues.
Education
Certificate - Project Management
Ecornell-
Skills
- Time management
- Problem-solving abilities
- Active listening
- Critical thinking
- Teamwork and collaboration
- Effective communication
- Adaptability and flexibility
- Computer skills
Timeline
MSR V Fraud Assist
Navy Federal Credit Union
10.2023 - Current
MSR Mentor
Navy Federal Credit Union
04.2023 - 05.2024
MSR Ll/lll
Navy Federal Credit Union
02.2019 - 04.2023
Certificate - Project Management
Ecornell-
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