Mehnaz Fatima
Houston
Summary
Customer relations professional with 10+ years of experience delivering exceptional client service and building strong customer relationships. Offers 4+ years of financial services experience with expertise in account support, deposits, financial solutions, and member relationship management. Skilled in resolving inquiries, handling confidential information, maintaining compliance standards, and providing personalized service that builds trust and customer satisfaction.
Overview
5
5
years of post-secondary education
11
11
years of professional experience
Work History
Membership Advisor
First Service Credit Union
12.2022 - Current
- Opened 50-60 new memberships monthly, achieving production and sales goals.
- Make outbound calls to prospective and existing members to generate new memberships and strengthen member relationships.
- Build strong relationships with new and existing members through exceptional service and consistent follow-up.
- Drive deposit growth by opening and funding new accounts, promoting direct deposit enrollment, certificate of deposit (CD) accounts, and savings products to strengthen member relationships and increase overall member value.
- Handled inbound member inquiries, delivering personalized financial solutions to enhance member experience.
- Educate members on credit union products, services, and digital banking solutions.
- Opened and managed personal, business, youth, trust, and Texas UTMA (TXUTMA) accounts for members, ensuring compliance with regulations.
- Resolved member concerns, ensuring high member satisfaction and loyalty.
Contact Center Representative
First Service Credit Union
01.2022 - 12.2022
- Managed a high volume of inbound member calls while maintaining quality service standards.
- Assisted members with account inquiries, maintenance, transactions, and banking questions to enhance overall customer satisfaction.
- Resolved member concerns through research, problem-solving, and follow-up.
- Resolved member concerns through thorough research and problem-solving, ensuring timely follow-up for effective issue resolution.
- Processed account updates and service changes accurately and efficiently.
- Educated members on financial products, services, and digital banking tools to empower informed decision-making.
- Consistently met quality, service, and performance expectations.
Operations Manager
T-Mobile - Verge Mobile
01.2016 - 12.2020
- Managed daily retail store operations, prioritizing exceptional customer service and operational excellence to enhance overall store performance.
- Conducted ongoing coaching and performance development to improve employee engagement and results.
- Recruited, hired, onboarded, and trained new employees on company policies, sales techniques, customer service, and operational procedures.
- Maintained compliance with company policies, inventory controls, cash handling procedures, and operational standards.
- Managed escalated customer concerns and delivered timely resolutions to enhance customer satisfaction and loyalty.
- Conducted ongoing coaching and performance development, boosting employee engagement and driving measurable improvements in team results.
- Consistently met and exceeded individual and store sales goals through consultative selling.
- Organized outreach initiatives and community engagement activities, generating new business opportunities and fostering stronger community relations.
- Fostered a collaborative, team-oriented environment focused on accountability, continuous improvement, and customer satisfaction.
Education
Associate Degree - Business Administration
Lone Star College - CyFair
Houston, TX 08.2016 - 05.2018
High School Diploma -
Cypress Springs High School
Houston, TX 08.2010 - 05.2014
Skills
- Customer relationship management
- Financial services support
- Member engagement strategies
- Digital banking support
- Leadership and training
Timeline
Membership Advisor
First Service Credit Union
12.2022 - Current
Contact Center Representative
First Service Credit Union
01.2022 - 12.2022
Associate Degree - Business Administration
Lone Star College - CyFair
08.2016 - 05.2018
Operations Manager
T-Mobile - Verge Mobile
01.2016 - 12.2020
High School Diploma -
Cypress Springs High School
08.2010 - 05.2014