MICHELLE RAYSON
FINANCE,CUSTOMER SERVICE AND SALES INDUSTRY
HOUSTON,TEXAS
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Collaborative Loan Originator for auto,signature loans working with people of all levels of familiarity to make lending process run especially smoothly. Well-connected promoter of loan products with numerous Consumer sales agents. Organized advisor with evolving awareness of loan options as arose in real-time and best fit based on applicant goals.
Overview
32
32
years of professional experience
Work History
MEMBER ADVOCATE II
MEMBERS CHOICE CREDIT UNION
2020.12 - 2024.02
- Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
- Worked closely with other departments as needed to resolve cross-functional matters impacting members'' experiences positively.
- Enhanced member satisfaction by promptly addressing concerns and providing timely resolutions.
- Performed various administrative tasks by filing, copying and faxing documents.
- Improved response times by optimizing workflow processes within the Member Advocate role.
- Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
- Provided valuable input during strategic planning sessions aimed at enhancing the overall member experience within the organization.
- Recognized in 2022 and 2023 as the highest loan goal servicer for all branches. Exceeded the yearly goal of over 2 million yearly.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collaborated with loan officers to develop strategies for managing loan application processing.
- Analyzed credit reports to determine eligibility of applicants and capacity for loan products.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
BRANCH MANAGER
JUSTIE FEDERAL CREDIT UNION
2019.10 - 2020.06
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Maintained friendly and professional customer interactions.
- Worked well in a team setting, providing support and guidance.
- Demonstrated leadership skills in managing projects from concept to completion.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed 2 branches weekly with 6 employees.
- Complied with regulatory guidelines and requirements.
- Coordinated special events at the branch location which resulted in increased foot traffic.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Developed strong communication and organizational skills through working on group projects.
- Met and exceeded monthly goals at both branches.
FINANCIAL SERVICE REPRESENTATIVE III
FIRST COMMUNITY CREDIT UNION
2007.07 - 2019.09
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Contributed to team sales goals by upselling products and services to customers.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
- Balanced over 10 atm general ledgers daily for transaction history.
- Provided valuable input during team meetings, resulting in the identification of new opportunities for growth and development within the organization.
- Met and exceeded monthly loan goals
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Provided professional services and support in a dynamic work environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
High School Diploma -
Lincoln Senior High School
Alorton, Illinois06.1988
Skills
- Data Entry
- Generating Reports
- Dedicated Work Ethic
- Active Listening and Learning
- Loan Closing
- Deadline Management
- Loan Processing Coordination
- Application coordination
- Documentation
- Loan Underwriting
- 10-Key Data Entry
- Loan Servicing
- Regulatory Compliance
- Credit File Updating
- Credit Reports
- Application Process Management
- Customer Relations
- Cash Handling
- Customer service-focused
- Loan File Maintenance
- Proficient in 10-key
- Credit History Review
- Decision-Making Competence
- Loan Underwriting Basics
- Funds Disbursement Application
- Conflict resolution techniques
- 30 plus years working within the finance industry.
Timeline
MEMBER ADVOCATE II
MEMBERS CHOICE CREDIT UNION
2020.12 - 2024.02
BRANCH MANAGER
JUSTIE FEDERAL CREDIT UNION
2019.10 - 2020.06
FINANCIAL SERVICE REPRESENTATIVE III
FIRST COMMUNITY CREDIT UNION
2007.07 - 2019.09
High School Diploma -
Lincoln Senior High School
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