Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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RONNA BROWN

RONNA BROWN

Detroit,MI

Summary

Passionate and professional Representative leads outreach efforts, strategic direction and day-to-day function management. Proven talent at building relationships and influencing others to gain support and commitment. Excellent presentation and communication skills and comfort working in fast-paced environment.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Membership Services Representative

Diversified Members Credit Union
Detroit, MI
08.2021 - Current
  • Opened new accounts and served existing members based on individual financial needs.
  • Balanced bank & atm vault of daily cash for withdrawals and deposits.
  • Responded and assisted members with account inquiries and updates.
  • Reconciled cash and checks against computer records at end of shift.
  • Assisted members by phone and in person by answering banking questions and recommending solutions.
  • Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
  • Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
  • Cross-sold bank products by answering inquiries, informing members of new services and promotions.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
  • Opened new checking, savings and lines of credit for members accounts.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.

Customers Rep

PSCU
Allen Park, Michigan
08.2015 - 08.2021
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Answered an average of 90 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Organized and removed online banking files no longer in use.
  • Executed wire transfers, stop payments and account transfers.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Rapidly and efficiently prepared customer and ATM cash and change orders.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Managed high call volume with tact and professionalism.
  • Answered inbound calls from wide range of members, welcoming callers.
  • Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.

Front Desk Clerk/Night Auditor

Holiday Inn Express Hotel
Romulus, MI
08.2018 - 05.2020
  • Assisted hotel guests with check in and out procedures courteously.
  • Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
  • Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
  • Documented wake-up requests and set up automatic calls in system.
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Completed all nightly updates to hotel rates and individual room charges.
  • Checked auditing discrepancies by reconciling cash drop and credit card transactions.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Facilitated front desk operations for busy high-volume hotel.

Customer Service

Sirus Xm Radio
Davenport, IA
08.2008 - 05.2015
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Customer Service

Davenport, IA
02.2004 - 08.2008
  • Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Assisted customers with medication orders, inquiries with there shipment, and taking payment from customers.
  • Directed calls to appropriate individuals and departments.
  • Asked open-ended questions to assess customer needs.
  • Routinely answered customer questions regarding medical insurance.

Customer Service Supervisor

Ulitmate Electronics
Davenport, IA
11.1999 - 04.2004
  • Who provides exceptional customer service through active listening and problem solving.
  • Call Center Representative with expertise providing customer support in high call volume environments.
  • Exceptional computer aptitude and telephone etiquette., Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Politely assisted customers in person and via telephone.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Conducted weekly walk with the manager to discuss interior visual displays, including store window presentation.
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
  • Bagged, boxed or gift-wrapped sold merchandise per customer's request.
  • Directed calls to appropriate individuals and departments.
  • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
  • Skilled in call center operations Multi-line phone operation proficiency Call center metrics decoding aptitude Adheres to customer service procedures Strong problem solving aptitude Skilled in call center operations Customer interface expertise Phone Calls Inbound Calls Customer Inquiries Proficiency In Conflict Resolution High Standards Strong Problem Solver Active Listening Skills Team Player High Call Volume.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Supervised, trained and guided team by coaching on daily activities.
  • Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
  • Upheld company standards and compliance requirements for operations.
  • Mentored and coached staff by giving employees suggestions and feedback to improve job performance.
  • Handled escalated customer concerns and emergencies in absence of manager or supervisor.

Education

High School Diploma -

Continental Academy
Miami, FL

Skills

  • Continental Academy - Florida
  • SKILLS
  • EDUCATION
  • ADDITIONAL INFORMATION

Accomplishments

  • Led team to achieve QA, earning recognition from upper management and financial reward
  • Mentor
  • Team Ambassador

Certification

  • Licensed State of Michigan Notary Public - 2021

Timeline

Membership Services Representative

Diversified Members Credit Union
08.2021 - Current

Front Desk Clerk/Night Auditor

Holiday Inn Express Hotel
08.2018 - 05.2020

Customers Rep

PSCU
08.2015 - 08.2021

Customer Service

Sirus Xm Radio
08.2008 - 05.2015

Customer Service

02.2004 - 08.2008

Customer Service Supervisor

Ulitmate Electronics
11.1999 - 04.2004

High School Diploma -

Continental Academy

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