Nathalie Rivas
Misawa-shi
Summary
Professional with strong background focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.
Overview
9
9
years of professional experience
Work History
Member Service Representative III
Navy Federal Credit Union
04.2024 - Current
- Level One Authority within Branch Operations
- Vault/ATM Custodian with daily ATM maintenance
- Financial Education Presentation Specialist (FEPS): Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Signature Guarantee - Medallion Stamp Holder
- Delivered exceptional member service by addressing inquiries and resolving issues promptly.
- Verified customer identification and documentation for compliant transactions and assisted members with account management, including transactions and loan applications
- Educated members on product offerings and services to enhance financial literacy.
- Collaborated with team members to improve service delivery processes and efficiencies.
- Collaborated in training new staff on customer service protocols and operational procedures.
- Implemented feedback mechanisms to gather member insights for service enhancement.
- Monitored compliance with regulatory requirements to ensure accurate account handling.
- Provided exceptional service to large volume of members through active listening, understanding member needs, and offering appropriate solutions with a positive attitude and focus on member satisfaction.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
Guest Service Representative
Misawa Inn Hotel
08.2023 - 12.2024
- Flex Position: 0-40 hours a week
- Receives and confirms room reservations by letter, telephone, email or personal contact.
- Registers and assigns rooms to guests, makes and issues room keys and may escort guests to rooms as needed.
- Ensures that only authorized patrons use government-sponsors quarters.
- Calculates and posts charges to patrons’ accounts and balances totals with control records.
- Accepts payment, makes change, and presents departing guests checkout statements. Prepares and safeguards cash receipts, prepares daily cashiers report, daily activity report and may prepare consolidated daily activity report.
- Maintains checkout list.
- Maintains and sells sundry sales items to patrons.
- Maintains a professional appearance and demeanor at all times.
- Ensures required information is received from a guest and entered into guest folio.
- Prints backup reports from property management system.
- Ensures housekeeping status of rooms is updated.
- Records and notifies appropriate person/organization of maintenance problems reported by guests.
- Ensure the front desk area and lobby remains clean.
- Ensures that customer service is the first priority.
- Process Night Audit procedures and close credit card machines nightly.
- Managed guest check-in and check-out processes, ensuring efficiency and customer satisfaction.
- Resolved guest inquiries and complaints promptly, enhancing overall guest experience.
- Coordinated with housekeeping to maintain room availability and cleanliness standards.
- Trained new staff on customer service protocols and hotel procedures for consistent service delivery.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Supervisor, Assistant Manager and Store Manager
24 Hour Dog Daycare
08.2021 - 04.2023
- 40 hours a week
- Oversee all operations of the facility and ensure all reporting positions are meeting their position and company wide-standards.
- Promote a positive, morale focused work environment.
- Help ensure the location meets or exceeds all sales goals.
- Provides guidance and training to Team Leaders, Pack Leaders and always lead by example. Training Pack Leaders to perform their tactical work independently safely and to company standards.
- Identify problem areas in workflow, document and implement corrective procedures that improve overall efficiency.
- Answer customer inquiries via phone, email or in person
- Operate the register, including guest check in and out
- Update guests via Report Cards
- Maintain a clean and safe facility
- Provide a weekly updated inventory list
- Review daily transactions for quality control and address any mistakes or issues that are present
- Ensure that a daily Social Media update is met
Order Fulfillment Associate
The Cavallo Group
03.2021 - 07.2021
- 40 hours a week
- Focus on the sale of consumer goods on Amazon.
- Bundling and packing finished goods
- Labeling items
- Maintaining a clean and orderly work environment
- Work with management or other team members to ensure coordination of warehouse activities
- Abilities to work independently and accurately in a fast-paced environment under constant deadlines
- Strategize for the following day/week to ensure proper distribution and fulfillment for Amazon.
Team Leader
24 Hour Dog Daycare
08.2020 - 03.2021
- 40 hours a week
- Similar to the Pack Leader position
- Prepare or assist in preparation and distribution of dog’s meals and medications
- Answer customer inquiries via phone, email or in person
- Operate the register, including guest check in and out
- Update guests via report cards
- Maintain a clean and safe facility
- Ensure boarded dogs are sufficiently walked and cared after (water, bedding, TLC)
- Ensure an adequate amount of pictures are being taken for customers and social media updates
- Uphold company policies and continue to enforce them.
Pack Leader
24 Hour Dog Daycare
01.2020 - 07.2020
- 40 hours a week
- Maintain safe, efficient and excellent care of all guests. Uphold the highest standards of dog care (maintaining a positive attitude and showing affection to customer’s dog(s), addressing the needs/concerns of the owners by being friendly and professional). Facilitate a positive work environment.
- Continue to identify areas of workflow that can be improved, providing feedback and suggestions for their improvement.
- Suggest better ways to care for the dogs inside the play areas, and report any issues that occur.
- Keep water bowls full and fresh
- Take pictures of the dogs as needed.
- Knowing all of the names to all of the dogs and showing attention and affection to all of the dogs.
Customer Service Associate
Wawa Co.
08.2018 - 10.2019
- 30-40 hours a week
- Greet and provide customers with an enjoyable shopping experience
- Proper execution of food service programs and procedures
- Operate proper cash levels at the register
- Adhere to the execution of established safety, security, quality and store operation policies, procedures and practices
- Replenish products and supplies to ensure in-stock conditions
- Communicate customer requests with management team and complete other tasks assigned by management
- Honored as the Employee of the Month for the month of January
Administrative Support
Meritage Homes
07.2019 - 09.2019
- 28 hours a week
- Reliable and self-motivated professional excellent organizational skills.
- Prepare and mail invoices and checks.
- Excellent Customer service skills
- Working knowledge of Microsoft Word and Excel
- Communicate with employees and take orders
- Prepares documents for employees to be scanned to Corporate office
- Answer calls and voicemails and distribute mail
- Maintain company files and records
- Track inventory of office supplies and inform management of shortages
- Excellent multitasking abilities
Shift Leader
Krystal Co.
05.2017 - 07.2018
- 40 hours a week
- Created a wonderful guest experience
- Supported the management team with daily operations such as: product preparation and delivery, customer service, facilities maintenance and financial accountability
- Assisted management team in actively selecting, training and coaching new employees; scheduling and placement
- Managed large amounts of money/responsible for bank deposits
- Provided satisfactory customer service during customer disputes
Crew Member
Krystal Co.
04.2017 - 05.2018
- 24 hours a week
- Prepared food and products according to Krystal procedures
- Maintained high level of “WOW” hospitality
- Followed all approved cash handling and security procedures
- Communicated with customers, team mates and managers
Education
No Degree - General Studies
Valencia College
Orlando, FloridaHigh School Diploma -
University High School
Orlando, Florida05.2018
Skills
- Consistent performance
- Member Focused
- Account management
- Transaction processing
- Product recommendations
- Client education
- Issue and complaint resolution
- Initiative
- Action-Oriented
- Team Player
- Amazing Communications Skills
- Relationship building
Languages
English
Native or Bilingual
Spanish
Limited Working
American Sign Language
Limited Working
Timeline
Member Service Representative III
Navy Federal Credit Union
04.2024 - Current
Guest Service Representative
Misawa Inn Hotel
08.2023 - 12.2024
Supervisor, Assistant Manager and Store Manager
24 Hour Dog Daycare
08.2021 - 04.2023
Order Fulfillment Associate
The Cavallo Group
03.2021 - 07.2021
Team Leader
24 Hour Dog Daycare
08.2020 - 03.2021
Pack Leader
24 Hour Dog Daycare
01.2020 - 07.2020
Administrative Support
Meritage Homes
07.2019 - 09.2019
Customer Service Associate
Wawa Co.
08.2018 - 10.2019
Shift Leader
Krystal Co.
05.2017 - 07.2018
Crew Member
Krystal Co.
04.2017 - 05.2018
No Degree - General Studies
Valencia College
High School Diploma -
University High School