Nancy Aguillon
Schulenburg,TX
Summary
At TDECU, I excelled as a Member Service Specialist, leveraging exceptional communication and customer service skills to enhance member satisfaction and loyalty. My proactive approach in training peers and leading continuous improvement initiatives significantly contributed to team performance, with targeted marketing campaigns driving higher conversion rates. Demonstrated expertise in call center operations and a strong empathy ensured member retention and financial guidance success.
Overview
5
5
years of professional experience
Work History
Member Service Specialist
TDECU
07.2019 - Current
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Successfully handled high volume of inbound calls while representing offerings such as Product, Product, and Product.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Developed targeted marketing campaigns resulting in higher conversion rates among potential customers.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Resolved concerns with products or services to help with retention and drive sales.
Skills
- Customer service standards
- Strong empathy
- Customer Engagement
- Exceptional communication
- Call Center Operations
- Customer Service
- Multitasking Abilities
Timeline
Member Service Specialist - TDECU
07.2019 - Current
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