Summary
Overview
Work History
Education
Skills
Character Skills
References
Timeline
Generic

Michelle Bobo

Spicewood,Tx

Summary

Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.

Overview

11
11
years of professional experience

Work History

Member Service Rep 2

UFCU (University Federal Credit Union)
Austin, TX
08.2021 - 05.2023
  • The Member Services Representative II (MSR II) serves as the primary point of contact for Member inquiries by telephone utilizing a computerized system
  • Has a passion for service excellence and responds to a high volume of calls by providing assistance and information regarding UFCU products and services
  • Responds to Member requests that are routine in nature, requiring limited judgement, and under direct supervision
  • The MSR II effectively asks appropriate questions to understand Member needs and effectively communicates information to identify solutions and resolve Member issues
  • Provides services that are accurate, prompt, and professional to ensure that Members have the best experience possible.
  • Performed cash handling duties such as deposits and withdrawals for members' accounts.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.
  • Verified identity information on new accounts using established procedures.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Provided guidance to members on how best to use products or services offered by the organization.
  • Answered incoming calls regarding membership benefits and services.
  • Greeted customers in a friendly and professional manner.
  • Strengthened customer retention by offering discount options.
  • Consulted with customers regarding needs and addressed concerns.
  • Researched complex issues related to accounts or services provided by the organization.
  • Promoted available products and services to customers during service, account management and order calls.
  • Attended training sessions regularly to stay abreast of changes in company policies or procedures.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
  • Reviewed new account applications to verify eligibility of prospective members.
  • Participated in team meetings to discuss customer service strategies and goals.
  • Collected deposits or payments and arranged for billing.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Maintained accurate records of member interactions and transactions.
  • Monitored compliance with organizational security protocols when interacting with members.
  • Updated [Type] system with order specifics and customer details, preferences and billing information.
  • Adhered to all applicable policies, procedures, regulations, and laws.
  • Assisted colleagues with tasks as needed during peak times of activity.
  • Processed cash and check deposits every day.
  • Handled customer complaints in an efficient and courteous manner.
  • Excelled in exceeding daily credit card application goals.
  • Provided input into developing new processes for improving customer service standards.
  • Completed transactions for membership renewals and extensions.
  • Answered member questions about products and services.

Business Development Manager/Bookkeeper

MainStream Painting & Construction
Austin, TX
03.2020 - 08.2021
  • Manage the office Book-Keeping system, direct business opportunities to appropriate Project Managers, Receive and clean revise Proposals before providing to client, Visit and communicate with Local HOA's, Correspond all details to clients/Project managers, enter all data ( Credits and Debits) in office Book-Keeping software, Prepare payroll for all employees, perform monthly audits on awarded jobs, Create P&L's for CPA's and or Loan Officers, worked remote and in office when needed, prepared and made daily deposits, Attended lunch meetings to better acquaint other business opportunities, created spreadsheets to assist with current revenue.
  • Enhanced sales volume through skilled support to both new and inactive customers.
  • Managed all aspects of client accounts including contract negotiations, project planning, budgeting, invoicing and payment processing.
  • Participated in industry and trade organizations to build industry and customer alliances.
  • Drafted proposals for prospects in response to their requests for information.
  • Identified potential clients, built relationships, and negotiated contracts.
  • Liaised with channel partners to build business.

Personal Banker

Lone Star Capital Bank
Marble Falls, TX
02.2019 - 03.2020
  • Manage members accounts, perform weekly audits, Verify customer documents in Center Doc (File system), Floater for MF and JC branches when short staffed, balance branch vault and personal box and handled money.
  • Participated in training sessions regarding new banking products or services.
  • Responded promptly to customer emails, phone calls and requests for information.
  • Followed operational standards, promoting security, risk management and compliance.
  • Examined checks for endorsements to verify legality of documents.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
  • Received mortgage and other loan payments by verifying payment dates and amounts due.
  • Used currency-counting machine to count currency and received checks.
  • Maintained position of trust and responsibility by keeping customer business confidential.
  • Maintained and built strong client relationships through quality, personalized interactions.
  • Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
  • Reviewed existing accounts for accuracy of information and compliance with regulations.
  • Provided customer service to clients, including answering questions and resolving issues.
  • Issued initial and replacement safe-deposit keys to customers, admitting customers to vaults.
  • Monitored changes in laws related to banking policies and procedures.
  • Educated customers on variety of retail products and digital solutions, enhancing customer experience.
  • Greeted customers upon entering the bank and directed them to appropriate personnel or services.
  • Developed relationships with customers by providing exceptional service in order to increase sales opportunities.
  • Conducted account openings and closings for clients.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Responded promptly to customer queries and complaints to find solutions and diffuse tension.
  • Provided guidance on how best to utilize online banking tools for maximum benefit.
  • Identified transaction errors for unbalanced debits and credits.
  • Identified potential fraud risks on accounts and reported suspicious activities to management.
  • Performed daily balancing of cash drawer and reconciled discrepancies when necessary.

Administrative Office Assistant

Hill Country Builders Association
Marble Falls, TX
08.2018 - 01.2019
  • Manage membership database, provided membership services, coordinated events, provided office support, obtain a National Notary certification and coordinated media relations.
  • Maintained accurate department and customer records.
  • Greeted visitors in a professional manner and provided assistance as needed.
  • Composed, edited and typed complex memos and reports with job-related software.
  • Proofread documents including letters, emails, memos, contracts prior to distribution or submission.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Coordinated appointments, meetings and conferences.
  • Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
  • Raised funds by organizing multiple events and diligently managed details to meet deadlines.
  • Responded to customer issues to provide immediate resolution and improve retention.

Office Specialist II

Central Texas College
Burnet, TX
08.2016 - 08.2018
  • Counseling potential students on their career choice, registering students for desired classes, Processed payments, create and submit PTEA (Part-time Employment Agreement) to Payroll, create classes, coordinated entrance exams and documented/enrolled Dual Credit Students paperwork.

Sales Rep/ Key holder

Verizon Wireless
Marble Falls, TX
12.2011 - 08.2013
  • Sales, Customer Service, provided customers with information about different devices, Account Management, activating and confirming network in correct and functioning on customer device, Account setups and renews, Business rep for Marble Falls TX area, General Sales on devices and Accessories
  • Store Management: As Key Holder duties include opening and closing store, shipping and receiving inventory, weekly cycle counts, drawer counts and end of day balances, Proxy for manager when they weren't available.

Education

Associate of Applied Science - Nursing

Central Texas College
Killeen, TX

Skills

  • Product Sales
  • Issue Resolution
  • Membership Renewals
  • Service Upselling
  • Customer Service
  • Customer Support
  • Service Recommendations
  • Sales Strategy
  • Database Management
  • Product Recommendations
  • Account Management
  • Quality Control
  • Promotional Support
  • Order Processing
  • Call Documentation
  • De-Escalation Techniques
  • Calm Under Pressure
  • Data Entry
  • Relationship Building
  • Sales Quota Achievement
  • Store Maintenance
  • In-Store Support
  • Medical Terminology Knowledge
  • Microsoft Exchange
  • Document and Records Management
  • Data Management
  • Teamwork and Collaboration
  • Remote Office Availability
  • High-Energy Attitude
  • Inbound Call Management
  • Work Prioritization
  • Transaction Processing
  • Professional Telephone Demeanor
  • Customer Service Excellence
  • Business Development Understanding
  • Customer Account Management
  • Inbound and Outbound Calling
  • Oracle EnterpriseOne
  • Account Updates
  • Office Equipment Proficiency
  • LiveChat Messaging
  • Call Metrics
  • Report Generation
  • Customer Relationship Management (CRM)
  • Credit Card Payment Processing
  • Employee Coaching
  • Computer Skills
  • Conflict Mediation
  • Call Center Operations
  • Calm and Professional Under Pressure
  • Professional Phone Voice
  • Understanding Customer Needs
  • Problem Resolution
  • Account Updating
  • POS Systems and Ordering Platforms
  • Schedule Mastery
  • Microsoft Office
  • Administrative and Office Support
  • Customer Relations

Character Skills

  • Motivated
  • Success Driven
  • Loyal
  • Interpersonal Skills
  • High Leadership Qualities
  • Dependable
  • Assertive
  • Team Oriented
  • Clean
  • Organized
  • Positive Attitude

References

  • Jen Stout, 713-817-8813, CEO JS2 Partners
  • Lynn Spivey, 830-596-3044, Retired from Central Texas College
  • Mandy Welch, Central Texas College Psychology Instructor/ Office Specialist, 830-992-9043
  • Heather Haldaman, 512-262-8728 University Federal Credit Union

Timeline

Member Service Rep 2

UFCU (University Federal Credit Union)
08.2021 - 05.2023

Business Development Manager/Bookkeeper

MainStream Painting & Construction
03.2020 - 08.2021

Personal Banker

Lone Star Capital Bank
02.2019 - 03.2020

Administrative Office Assistant

Hill Country Builders Association
08.2018 - 01.2019

Office Specialist II

Central Texas College
08.2016 - 08.2018

Sales Rep/ Key holder

Verizon Wireless
12.2011 - 08.2013

Associate of Applied Science - Nursing

Central Texas College

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Michelle Bobo