Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Member Service Representative Mentor- Teleworker
Navy Federal Credit Union
09.2022 - Current
Created Mentor Excellence Exchange development class to help educate other Mentors within Microsite & CCO Mentors on a variety of topics to help them develop within their roles and presented them to senior leadership in Staff Meetings
Collaborated with QS to create verbiage updates and review call evaluations
Collaborated with team members to identify areas for improvement and provided guidance on enhancing performance and productivity
Assigned responsibilities to MSRs based on their strengths and opportunities, fostering a collaborative and efficient work environment
Manage multiple tasks assigned by supervisors while providing mentorship and guidance to MSRs
Organize and facilitate meetings and collaborating with other team members with various levels of staff to accomplish tasks and assignments
Recommends and creates process improvements to enhance project efficiency and streamline workflows
Organized and led trainings on BSA/AML and OFAC procedures, fraud trends, and red flags and led team training on financial regulations and supported Contact Center and Branch MSRs
Created 2 PowerPoint presentations on Stop Payment procedures and Mentor Excellence Exchange - presented to senior business unit leadership
Created 16 job aids focused on a wide range of topics to include technical and soft skills
Passionate commitment to coaching and developing team members - 4 team members promoted into new positions
Provide exceptional service to team members as a tier 1 assist and Mentor helping the team achieve 100% Post Call Surveys and reducing call control
Create and organize activities to boost morale and promote engagement: Themed games/activities, Webex chat conversation starters, and check-ins.
Member Service Representative III-CCO- Advanced Account Services-IGA-Digital- GPO-Teleworker
Navy Federal Credit Union
08.2020 - 09.2022
Participated in cross-organizational task groups for new systems and services
Recommended corrective actions and resolved discrepancies in handling member's accounts
Conducted comprehensive testing and implementation of software and processes
Collaborated with other business units to resolve systems and equipment issues
Developed and recommended enhancements to improve operational processes.
Credit Card Disputes- Remote
Navy Federal Credit Union
03.2020 - 08.2020
Handled escalated, highly complex inquiries related to credit card disputes
Utilized expert investigation skills to resolve credit card disputes
Ensured timely entry and corrections of disputes placed by employees.
Member Service Representative III- DCV Branch
Navy Federal Credit Union
07.2016 - 03.2020
Onboarded and trained new team members on proper OFAC procedures, including how to conduct research and analysis of financial transactions to identify situations requiring the completion of CTRs and RCPs
Acted as primary branch POC for correcting returned CTRs
Organized and led trainings on BSA/AML and OFAC procedures, fraud trends, and red flags
Served as a Mortgage Loan Originator and GEM Coach, contributing to the development of team members.
Education
High School Diploma -
Culpeper County High School
Culpeper, VA
Skills
Leadership
Adaptability
Decision-Making
Problem-Solving
Collaboration
Supervision
Goal-Oriented
Microsoft Office
Awards
PAR-Exceptional, 2023
Sustained Superior Performance Award, 02/2024
High Five Award, 01/2024
Mentor Excellence Exchange(MEE)- Created a Monthly Meeting for Mentor Development, 07/2023
High Five Award, 02/2023
High Five Award, 01/2022
Star MSR, 01/2022
Star MSR, 06/2021
DCV branch award for challenging everyone to exceed their goals, 04/2019
Sustained Superior Performance Award, 07/2017
EPIC- Exceptional Service Award, 05/2017
Recognition Certificate of highest level of focusing by Branch Leadership Team, 04/2017
Languages
Hindi
Native or Bilingual
Urdu
Native or Bilingual
Spanish
Limited Working
Timeline
Member Service Representative Mentor- Teleworker
Navy Federal Credit Union
09.2022 - Current
Member Service Representative III-CCO- Advanced Account Services-IGA-Digital- GPO-Teleworker