Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Timeline
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Mhia Nunez

Summary

Experienced with coordinating administrative tasks and maintaining organized office environments. Utilizes strong organizational skills to enhance office efficiency and support team operations. Track record of effective communication and multitasking to meet diverse administrative needs.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Contact Center Representative

DADE COUNTY FEDERAL CREDIT UNION
11.2023 - Current
  • Communicates with member and/or non-member in a professional, friendly, and efficient manner through either in-bound or out-bound calls
  • Responds to and effectively resolves member service issues; escalates member issues to a higher authority, when necessary
  • Provides excellent member service to current and potential members
  • Handles all inquiries on deposit accounts and loans including but not limited to: Visa credit cards, loans, mortgages, home equities, share certificates, retirement plans, bill payments/on-line banking, direct deposit, payroll deduction, and ATM/Debit cards
  • Possess a thorough knowledge of Dade County Federal Credit Union products, services, policies and procedures
  • Effectively cross-sells credit union products and services (i.e
  • PFP Life Insurance)
  • Participates in helping to regularly meet or exceed established contact center service and productivity goals as established by the EVP and/or Contact Center Director
  • Regularly meets or exceeds established individual contact center productivity goals that include but are not limited to: abandon call rate percentage, number of calls answered, availability, average talk time, average time in 'not ready'
  • Complies with all Bank Secrecy Act (BSA) regulations and standards, attends all required BSA training
  • Completes special projects and tasks as assigned
  • Perform all other related duties as required

CSR/ Receptionist/Administrative Support

Josef Silny and Associates
02.2023 - 10.2023
  • Answering and responding to incoming calls and emails from customers and managing filing room
  • Customer Satisfaction, Time Management, Team Building, Phone Etiquette and Teamwork, Filing, Data Entry, Front desk, and helping the supervisor answer emails from clients and universities
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.

Sales and Service Associate

Marriott International
10.2022 - 02.2023
  • Engaged Customers
  • Made hotel reservations
  • Followed up with guests
  • Multi-tasking while on calls
  • Resolved customer complaints with polite and patient conduct for optimal customer service
  • Kept records on customer reservations with notes on inquiries, complaints and comments
  • Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
  • Assisted customers by looking up hotel information, inventory and pricing
  • Responded to inquiries from customers about hotels pricing information and general questions
  • Built sustainable relationships and trust with customer accounts using open and interactive communication
  • Navigated multiple computer systems and applications and utilized search tools to find information
  • Built trust with customers through personalized conversations
  • Learned company policies, rules and performance requirements to achieve successful calling metrics
  • Listened to feedback from any manager and implemented changes in future calls
  • Managed and resolved issues with customers during calls by following determined script
  • Met performance goals and call center metrics in fast-paced performance setting
  • Software troubleshooting
  • Windows

Administrative Assistant/customer Service

A & C Brokerage
06.2021 - 08.2022
  • Contacted clients and businesses to gather information
  • Collaborated closely with the manager to provide effective support for specific aspects of the business
  • Answered phones and communicated with clients
  • Kept track of expenses and kept accounting records in our program
  • Transferred and forwarded phone calls, visitors, and mail to the appropriate staff members
  • Counted money and processed it through the system
  • Data entry
  • Handled sensitive information with discretion while maintaining strict confidentiality protocols.

Education

Psychology

Miami Dade College
03.2025

High school diploma -

Miami Coral Park Senior High School
Miami, FL
06.2022

Skills

  • Hospitality
  • Guest relations
  • Phone etiquette
  • Microsoft Windows
  • Customer service
  • Accounting
  • Software Troubleshooting
  • Multi-line phone systems
  • Bilingual
  • Cash handling
  • Microsoft Outlook
  • Sales
  • Workload management
  • Communication skills
  • Complaint resolution
  • Microsoft Powerpoint
  • Verbal and written communication
  • Building rapport
  • Data entry
  • Appointment scheduling
  • Account management
  • Technical support
  • Payment processing
  • Product upselling
  • Sales expertise
  • Office administration
  • Microsoft Excel
  • Filing
  • Excel spreadsheets

Certification

Driver's License, 09/01/20, 05/31/29

Personal Information

Work Permit: Authorized to work in the US for any employer

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Contact Center Representative

DADE COUNTY FEDERAL CREDIT UNION
11.2023 - Current

CSR/ Receptionist/Administrative Support

Josef Silny and Associates
02.2023 - 10.2023

Sales and Service Associate

Marriott International
10.2022 - 02.2023

Administrative Assistant/customer Service

A & C Brokerage
06.2021 - 08.2022

Psychology

Miami Dade College

High school diploma -

Miami Coral Park Senior High School

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Mhia Nunez