Raina Hailstock
Odenton,MD
Summary
Well-versed in the field of customer service with background as Member Service Representative. Experienced in providing top-tier service, resolving complex issues and fostering positive relationships with clients. Strengths include strong verbal communication, problem-solving skills and ability to maintain composure under pressure. Hardworking employee with customer service, multitasking, and time management abilities. As well as skilled in managing large files ensuring all are kept in good conditions and up to date with professional standards.
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Overview
6
6
years of professional experience
1
1
Certification
Work History
Member Service Representative
Navy Federal Credit Union
Glen Burnie, Maryland
01.2024 - Current
- Greeted customers in a friendly and professional manner.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Handled customer complaints in an efficient and courteous manner.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Monitored compliance with organizational security protocols when interacting with members.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Researched complex issues related to accounts or services provided by the organization.
Security Officer
Maryland Live Casino
Anne Arundel, Maryland
02.2019 - 01.2024
- Checked for safety hazards and took corrective action when necessary.
- Monitored surveillance cameras and responded to suspicious activity.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Investigated all reported incidents of theft or vandalism on premises.
- Maintained accurate logs of all security related activities.
- Prepared detailed reports regarding daily activities, unusual occurrences, maintenance issues.
- Operated communication systems between officers stationed throughout the facility.
Education
Associate of Arts - History
Prince Georges Community College
Largo12-2023
Bachelor of Arts - World History
University of Maryland Global Campus
Hyattsville, MDSkills
- Tracking complaints
- Data security techniques
- Problem-solving abilities
- Following scripts
- Record-keeping
- Information Gathering
- Customer service excellence
- Adaptability
- Fluent in American Sign Language
- Strong interpersonal skills
- Strong written and verbal communication skills
- Proficient in Microsoft packages (Word, Excel, PowerPoint, Outlook)
- Technical Writing
- Clean driving record with valid driver’s license
Languages
English
Native/ Bilingual
American Sign Language
Professional
French
Limited
Affiliations
- Community Softball Team
- Volunteer Work
- Tutor for the youth
Certification
- CPR Certified
- Microsoft Certified
Accomplishments
- Earned a spot on the Deans List two semesters in a row
Timeline
Member Service Representative
Navy Federal Credit Union
01.2024 - Current
Security Officer
Maryland Live Casino
02.2019 - 01.2024
Associate of Arts - History
Prince Georges Community College
Bachelor of Arts - World History
University of Maryland Global Campus
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