Summary
Overview
Work History
Education
Skills
Timeline
Generic

Randy Pena

Dickinson ,TX

Summary

Dynamic professional with a proven track record at ACU of Texas, excelling in member support and account management. Leveraged strong interpersonal skills to enhance member satisfaction. Demonstrated expertise in data entry and workflow optimization, contributing to efficient operations.

Overview

8
8
years of professional experience

Work History

Member Experience Associate

ACU of Texas
10.2022 - Current
  • Assisted members with correcting account, service, and system issues.
  • Opened, closed, and updated accounts for customers.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of credit union policies, products, and services.
  • Assisted members with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Verified member identification and documentation for compliant transactions.
  • Educated and engaged members with new credit union products and services.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Delivered prompt service to prioritize customer needs.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Developed strong relationships with members through high levels of customer service.
  • Collaborated with other departments to promptly process loan applications.
  • Monitored pipelines to track and log status of loans.
  • Secured accounts by adding beneficiary or joints
  • Reached out to member that were in danger of being escheated in order to save their account
  • Handled 20 day calling for all indirect lending.
  • Participated in various Business Development outreach opportunities.

Outreach Coordinator

Houston Museum of Natural Science
04.2017 - 09.2022
  • Pursued quarterly growth targets through strong leadership, analysis, problem-solving, team building, and coaching.
  • Created and managed budgets, efficiently allocating resources for social and community service projects.
  • Partnered with local organizations to expand access to social and community services.
  • Managed volunteer programs focused on providing community services to underserved populations.
  • Analyzed trends and data to inform decision-making and program development.
  • Was the main contact for all educational programming at the museum.
  • Fostered relationships with school districts across Texas to provide educational programming.

Education

High School Diploma -

Bellaire High School
Bellaire, TX
05-2009

Skills

  • Data entry proficiency
  • Strong interpersonal skills
  • Performance tracking
  • Workflow optimization
  • Banking
  • Customer support
  • Service upselling
  • Account management
  • Cross-functional coordination

Timeline

Member Experience Associate

ACU of Texas
10.2022 - Current

Outreach Coordinator

Houston Museum of Natural Science
04.2017 - 09.2022

High School Diploma -

Bellaire High School

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