Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Rodlyn McCray

Sunset Beach,NC

Summary

Personable Lead Member Service Representative offering 10+ years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Lead Member Service Representative

United States Senate Federal Credit Union
01.2024 - Current
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved customer issues through thorough dispute investigation.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
  • Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.

Senior Relationship Banker

Truist Bank
09.2021 - 01.2024
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Assisted customers with completing required forms for opening and closing bank accounts.
  • Adapted products and services to suit customers' changing financial circumstances.
  • Maintained in-depth product and service knowledge for well-informed customer advice.

Personal Banker

First Bank
03.2017 - 09.2021
  • Developed and maintained strong relationships with clients to understand their financial needs and advise on appropriate banking products and services.
  • Conducted account reviews and offered financial solutions to help clients achieve their financial goals
  • Processed customer transactions efficiently and accurately, ensuring compliance with banking regulations.
  • Actively promoted and cross-sold various banking products and services to improve customer retention and increase revenue.
  • Participated in community events and networking opportunities to generate leads and acquire new clients.

Contact Center Representative

The Hartford Insurance Group
05.2013 - 03.2017
  • Managed timely and effective replacement of damaged or missing products.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained staff on operating procedures and company services.
  • Cross-trained and backed up other customer service managers.

Education

Business Administration

Colorado Technical University
Colorado City, CO
06-2014

Skills

  • Customer service expertise
  • Sales proficiency
  • Exceptional communication
  • Task delegation
  • Employee engagement
  • Strong leadership
  • Compliance
  • Workforce management
  • Call monitoring
  • Call center experience

Certification

Notary Public North Carolina Secretary of State


NMLS The Nationwide Mortgage Licensing System

Timeline

Lead Member Service Representative

United States Senate Federal Credit Union
01.2024 - Current

Senior Relationship Banker

Truist Bank
09.2021 - 01.2024

Personal Banker

First Bank
03.2017 - 09.2021

Contact Center Representative

The Hartford Insurance Group
05.2013 - 03.2017

Notary Public North Carolina Secretary of State


NMLS The Nationwide Mortgage Licensing System

Business Administration

Colorado Technical University
Rodlyn McCray