MICHAEL TRUJILLO
Financial Partners Federal Credit Union
Torrance
22
years of professional experience
Dedicated Customer Service/Sales Representative motivated in customer satisfaction while contributing to company’s success.
Professional communicator with demonstrated expertise in customer interactions and problem-solving. Adept at managing high volumes of calls, ensuring customer satisfaction, and providing clear, concise information. Strong focus on team collaboration, adaptability to changing needs, and delivering consistent results. Key skills include active listening, conflict resolution, and efficient time management. Employers can rely on results-driven approach and strong commitment to excellence.
Work History
Member Contact Center Representative 2
1 Year 6 Months- Resolved member inquiries regarding accounts, loans, and payments with accurate, courteous service.
- Processed account maintenance requests while safeguarding confidential financial information.
- Assisted members with online and mobile banking enrollment, access, and troubleshooting.
- Identified fraud concerns and escalated suspicious activity to appropriate internal teams.
- Explained credit union products, services, and account features to support informed decisions.
- Coordinated follow-up with branch and operations teams to resolve complex issues promptly.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Documented call details and member interactions accurately in servicing systems.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
Inbound call representative specialist
5 Years 8 Months- Responsible for sales, operations, quality, and client experience.
- Serve as a customer advocate who bridges the gap between customer concerns and suitable offering.
- Answer general question about existing accounts (card and deposits).
- Facilitate claim, automobile loans, checking/saving account, and credit card applications.
- Delivered exceptional customer experiences while adhering to strict compliance guidelines set forth by the organization.
- Boosted sales revenue through upselling relevant products and services based on customers'' needs during interactions.
- Reduced customer complaints by providing accurate information and empathetic support during difficult situations.
- Enhanced call center productivity by effectively managing high call volumes and maintaining a professional demeanor.
- Exceeded monthly targets for upselling additional services or products, contributing to overall company growth.
- Participated in continuous training sessions to remain knowledgeable about industry trends, emerging technologies, and company policy updates.
- Educated customers about billing, payment processing and support policies and procedures.
- Remote/Hybrid experience.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Maintained up-to-date knowledge of products, services, and policies to provide accurate information to customers during calls.
Customer Service
8 Years- Answered customer’s inquiries on their individual banking products and services.
- Provided first call resolution for all valued customers.
- Advised options/resolutions for each customer inquiry in order to achieve the best contact experience.
- Responded to and handled customer complaints and inquiries in a timely manner.
- Ensured superior customer experience by addressing customer concern, demonstrating empathy, and resolving problems swiftly.
Fitness Sales
6 Years 1 Month- Helped current members and new members with short and long term fitness goals.
- Involved with sales staff focusing on new memberships.
- Managed new trainees with day to day operations.
- Participated in front desk operations in Pro Shop handling all types of point of sale transactions.
- In charge of inventory control in the Retail Store while maintaining sale goals.
Education
HS Diploma
Skills
Call center customer service
Courteous demeanor
Energetic working attitude
Call handling
Script adherence
Answering questions
Call center experience
Quality assurance
Teamwork and collaboration
Excellent communication
Customer service excellence
Active listening
Effective communication
Professionalism
Interpersonal skills
Retail Store support
Accomplishments
- Star Performer 2015
- Service Recognition: 5 Years of Service
Timeline
Member Contact Center Representative 2
Financial Partners Federal Credit Union
03.2025 - CurrentRead More
Inbound call representative specialist
Bank of America
01.2020 - 09.2025Read More
Customer Service
Wells Fargo Call Center
04.2011 - 04.2019Read More
Fitness Sales
Bally Total Fitness
01.2005 - 02.2011Read More
Redlands High School
HS Diploma
Read More