Brittany Guox
Manassas,VA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Member service Representative III
Apple Federal Credit Union
01.2023 - Current
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Opened consumer and business accounts, according to BSA
requirements. - Provided exceptional service through active listening, understanding
member needs, and offering appropriate solutions - Inputs all required loan application data into the appropriate computer systems, promptly and accurately, to include generation and correct completion of all required loan documents
- Stays abreast of and follows all Apple FCU products, services, policies, and procedures
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area
Member service Representative II
Apple Federal Credit Union
08.2022 - 01.2023
- In compliance with Apple Federal Credit Union policy and procedure, accurately completes all required paperwork and data input for new deposit account openings, initiation of other credit union services, and application for membership
- Investigated and resolved members inquiries and complaints quickly.
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. - Functions as a "trusted advisor" to Apple members by recommending appropriate products and services and counseling on how to improve members' financial situation.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Virginia National Bank
08.2021 - 07.2022
- Responsible for performing tasks directly related to servicing deposit accounts which include but are not limited to processing financial transactions, opening new accounts, processing changes to existing accounts, and conducting research to resolve problem situations
- Communicate effectively with individuals/teams in the company to ensure high quality and timely expedition of member requests
- Answers inquiries by clarifying desired information; researching and exploring answers and alternative solutions; locating and providing information, escalating unresolved problems.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Team Lead
Kohls
08.2020 - 11.2021
- Support visual elements of the department and communicate missed or damaged product/fixtures to the supervisor
- Trained and developed new sales team associates in products, selling techniques and company procedure
- Analyzed and properly processed product returns, assisting customer with finding alternative merchandise to meet needs
- Maintained knowledge of current sales and promotions, policies regarding payments and exchanges.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Receptionist
Paris Nail Day Spa
05.2018 - 08.2020
- Providing a friendly reception experience for clients by welcoming them warmly and keeping clients updated on current promotions and discounts of services being offered while they wait for their appointments
- Answering phones, scheduling, checking clients in/out, calling new leads and maintaining client/member/guest records
- Assist in developing promotional events, which focus on increasing memberships.
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
- Updated customer records and maintained accurate client information.
Education
High school diploma -
Stonewall Jackson High School
08.2019
Skills
- Proactive
- Transferable skills
- Customer Service
- A reliable team player
Certification
AWIS- Apple way of Integrity Selling leadership Skills
Notary Public
Timeline
Member service Representative III
Apple Federal Credit Union
01.2023 - Current
Member service Representative II
Apple Federal Credit Union
08.2022 - 01.2023
Customer Service Representative
Virginia National Bank
08.2021 - 07.2022
Team Lead
Kohls
08.2020 - 11.2021
Receptionist
Paris Nail Day Spa
05.2018 - 08.2020
High school diploma -
Stonewall Jackson High School
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