Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Priscilla Olivares

Priscilla Olivares

Eagle Pass

Summary

Dynamic customer service professional with a proven track record at Border Federal Credit Union, excelling in relationship building and dispute resolution. Recognized for enhancing customer satisfaction through active listening and efficient problem-solving. Proficient in financial transactions and committed to fostering positive client experiences, consistently exceeding performance metrics.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Knowledgeable [Desired Position] with proven background in enhancing member satisfaction and addressing concerns promptly. Possesses valuable experience in managing member inquiries and resolving issues efficiently. Demonstrated ability in effective communication and problem-solving to support team goals.

Overview

8
8
years of professional experience

Work History

Member Service Representative

Border Federal Credit Union
12.2024 - 07.2025
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Verified customer identification and documentation for compliant transactions.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Processed account transactions accurately, ensuring proper documentation and timely processing.
  • 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.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
  • 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.
  • Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
  • Educated and engaged customers with new bank products and services.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
  • Resolved customer issues through thorough dispute investigation.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Cross-trained and provided backup support for organizational leadership.
  • Identified and resolved discrepancies and errors in customer accounts.

Customer Service Representative

Kohls Department Store
07.2017 - 12.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Education

Eagle Pass High School
Eagle Pass, TX

Associate of Arts - Arts

Southwest Texas Junior College
Uvalde, TX
05-2011

Skills

  • Customer service
  • Relationship building
  • Financial transactions
  • Customer support
  • Dispute resolution
  • Account management
  • Document processing
  • Member account management
  • Teamwork and collaboration
  • Computer skills
  • Microsoft office
  • Product knowledge
  • Professional telephone demeanor
  • Administrative and office support
  • Data entry
  • Account updates
  • Account updating
  • Calm under pressure
  • MS office
  • Customer account management
  • Spanish fluency
  • Document and records management
  • Policies and procedures adherence
  • Complaint investigation
  • Data management
  • Office equipment proficiency
  • Call documentation
  • Complaint resolution
  • Order and refund processing
  • Sales transactions
  • Multi-line phone talent
  • Computer proficiency
  • Microsoft Excel
  • Microsoft outlook
  • Paperwork processing
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Retail store support
  • Active listening
  • Critical thinking

Languages

Spanish
Native or Bilingual

Timeline

Member Service Representative

Border Federal Credit Union
12.2024 - 07.2025

Customer Service Representative

Kohls Department Store
07.2017 - 12.2024

Eagle Pass High School

Associate of Arts - Arts

Southwest Texas Junior College

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Priscilla Olivares