Summary
Overview
Work History
Education
Skills
Awards
Languages
Timeline
Generic

Ruby Raza

Stafford,VA

Summary

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

Navy Federal Credit Union
08.2020 - 09.2022

Credit Card Disputes- Remote

Navy Federal Credit Union
03.2020 - 08.2020

Member Service Representative III- DCV Branch

Navy Federal Credit Union
07.2016 - 03.2020

High School Diploma -

Culpeper County High School
Ruby Raza