Rachel Muñoz
Menomonie ,WI
Summary
Dynamic Member Solutions Specialist with a proven track record at Westconsin Credit Union, excelling in customer service and complaint resolution. Demonstrated adaptability and critical thinking by consistently surpassing performance metrics and enhancing member satisfaction. Proficient in CRM software, fostering team collaboration and delivering exceptional service in high-pressure environments. Leads team members with training and transitions to new programs. Team player with a positive attitude that's contagious.
Overview
14
14
years of professional experience
Work History
Member Solutions Specialist
Westconsin Credit Union
Menomonie, WI
04.2022 - Current
- Delivered exceptional member service by promptly addressing inquiries and efficiently resolving issues.
- Facilitated account management and transaction processing for members, enhancing overall satisfaction.
- Facilitated educational sessions on credit union products to enhance financial literacy and member engagement.
- Facilitated collaboration with team members to optimize processes and enhance service delivery.
- Oversaw accurate record-keeping of member interactions utilizing CRM systems for efficient follow-up.
- Facilitated training sessions for new staff on customer service best practices and credit union policies.
- Orchestrated seamless transitions during system upgrades and process changes to enhance operational efficiency.
- Surpassed performance metrics consistently, showcasing commitment to exceptional service delivery.
- Cultivated strong relationships with members through personalized financial advisory services.
- Executed comprehensive research to address complex inquiries with precision.
- Elevated team performance through active participation in training sessions and knowledge sharing with colleagues.
- Acted as a primary resource for junior team members seeking guidance on company policies and procedural execution.
- Facilitated collaboration among cross-functional teams to enhance service delivery and optimize processes.
- Cultivated a positive work environment by promoting effective communication and collaboration among team members.
- Managed escalated cases by facilitating communication between customers and senior management to ensure satisfactory resolutions.
- Adapted swiftly to dynamic changes, ensuring seamless transitions.
- Enhanced customer experience by proactively addressing concerns with empathy and efficiently resolving issues.
- Facilitated training sessions for new personnel on company operations, policies, and services.
- Facilitated cross-training initiatives and delivered backup support for organizational leadership.
Service Center Representative
Westconsin Credit Union
Menomonie, WI
01.2020 - 04.2022
- Assisted members with account inquiries and transaction processing
- Resolved member issues efficiently, enhancing customer satisfaction
- Educated members on product offerings and services available
- Maintained detailed records of member interactions and transactions
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Demonstrated adaptability and flexibility in managing shifting priorities and adjusting workload to accommodate high call volume periods during peak seasons.
- Utilized multiple software applications simultaneously for efficient data entry and record-keeping purposes during calls.
- Coordinated with other departments when necessary to provide comprehensive answers or resolutions for customers'' needsissues.
Receiving Associate
Walmart Distribution Center
Menomonie, WI
04.2014 - 12.2019
- Received and inspected incoming shipments for quality and accuracy.
- Operated material handling equipment to transport products within the warehouse efficiently.
- Maintained organization of inventory in designated storage areas to optimize space usage.
- Collaborated with team members to ensure timely unloading and processing of goods.
- Assisted in training new associates on safety protocols and operational procedures.
- Unloaded pallets and deliveries and organized products in warehouse.
- Boosted overall warehouse productivity by collaborating with team members on various tasks such as unloading trucks, sorting products, and updating inventory systems.
Service Center Representative
Xcel Energy
Eau Claire, WI
04.2012 - 04.2019
- Resolved customer complaints by investigating issues, identifying solutions, and implementing corrective actions.
- Contributed to the achievement of team goals through consistent personal performance metrics surpassing objectives.
- Managed high call volumes while maintaining professional demeanor and strong attention to detail.
- Provided support to colleagues when needed, fostering a positive work environment focused on teamwork and collaboration.
- Handled complex inquiries by utilizing advanced problem-solving techniques and extensive knowledge of company offerings.
- Established rapport with customers, fostering trustful relationships that enabled successful resolution of issues or concerns.
- Exceeded departmental standards for average handle time while maintaining high levels of quality assurance ratings consistently throughout tenure at the service center.
- Was ranked top 25 employee
- Was chosen for pilot programs to work from home
- Was chosen for the Menomonie leadership representative
Education
High School Diploma -
Anoka-Ramsey Community College
Minneapolis, MNSkills
- Task delegation
- Fraud detection
- Multitasking and organization
- Critical thinking
- Team collaboration
- Adaptability and flexibility
- Creative problem solving
- Computer proficiency
- Scheduling
- Staff training
- Implementing new programs
- Strong negotiation
- Exceptional communication
Timeline
Member Solutions Specialist
Westconsin Credit Union
04.2022 - Current
Service Center Representative
Westconsin Credit Union
01.2020 - 04.2022
Receiving Associate
Walmart Distribution Center
04.2014 - 12.2019
Service Center Representative
Xcel Energy
04.2012 - 04.2019
High School Diploma -
Anoka-Ramsey Community College