MELISSA GUITIERREZ
Merrillville,IN
Summary
Helpful Member Service Representative diffusing volatile customer situations, generating additional revenue, and building productive relationships with both staff and customers. Customer-centered and friendly professional with extensive background maintaining customer satisfaction and contributing to company success goals.
Overview
7
7
years of professional experience
Work History
Member Service Representative
REGIONAL federal credit union
Winfield, indiana
05.2026 - Current
- Managed member transaction processing and upheld accurate cash handling at regional federal credit union.
- Reviewed member identity information and safeguarded confidential account data.
- Communicated deposit, loan, and account options clearly to members.
- Responded to incoming calls, providing clear information on membership benefits and services.
- Resolved member questions about balances, transfers, and account activity.
- Resolved member account issues and guided navigation of internal systems for efficient service.
- Opened and updated member accounts using credit union service systems.
- Processed loan applications and documented loan decisions according to policy requirements.
- Followed federal credit union policies, procedures, and compliance requirements.
- Identified and recommended additional products or services tailored to member needs.
Associate Banket/Teller
Bmo Bank
Merrillville, In
09.2024 - 11.2025
- Processed daily Teller transactions for customers efficiently and accurately
- Supported branch in meeting daily performance goals through proactive service and teamwork
- Ensured compliance with training and adherence to AML and UAR regulations
- Make sure drawers and vault Balance daily
Customer Service Representative
Lake Auto Glass
Lake Station, IN
07.2022 - 08.2024
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Responded to customer inquiries, delivering accurate information about products and services to enhance customer understanding.
- Tracked orders from initiation to delivery, ensuring timely fulfillment and enhancing customer satisfaction through effective problem resolution.
- Maintained detailed records of customer interactions and transactions to support quality service and follow-up.
- Asked probing questions to determine service needs and accurately input information into electronic systems. Informed customers about billing procedures, processed payments, and provided payment options assistance
Supervisor
Gloria Jeans
Merrillville, In
05.2019 - 10.2022
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Implemented quality control measures, significantly reducing error rates. Trained new employees on company policies, job duties, and performance expectations.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Implemented strategies to take advantage of new opportunities.
Education
High School Diploma -
Merrillville High School
Merrillville, IN05-2019
Skills
- Inbound and Outbound calling
- Paperwork processing
- Appointment Scheduling
- Teller operations
- Cash handling
- Customer service
- AML compliance
- Branch operations
- Effective communication
- Service upselling
Language
Spanish Professional
Timeline
Member Service Representative
REGIONAL federal credit union
05.2026 - Current
Associate Banket/Teller
Bmo Bank
09.2024 - 11.2025
Customer Service Representative
Lake Auto Glass
07.2022 - 08.2024
Supervisor
Gloria Jeans
05.2019 - 10.2022
High School Diploma -
Merrillville High School