Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Awards
Generic

Sandra Gomez

Plantation,FL

Summary

Highly accomplished and results-driven financial services professional with over 20 years of experience in credit union and banking environments. Expert in member advocacy, relationship management, and sales, consistently exceeding performance targets and driving business growth. Proven leader and subject matter expert are adept at mentoring teams, resolving complex escalations, and ensuring operational excellence.

Overview

24
24
years of professional experience

Work History

Member Contact Center Rep III

PUBLIX EMPLOYEES FEDERAL CREDIT UNION
08.2025 - Current
  • Serve as a Subject Matter Expert (SME), providing expert knowledge on credit union products and services to resolve complex, escalated member issues.
  • Mentor and train new and existing contact center representatives, enhancing overall team performance.
  • De-escalate challenging member situations, delivering effective problem resolution and building lasting member relationships through exceptional service.
  • Originate consumer loans and cross-sell ancillary products, consistently exceeding sales targets.
  • Remote

Member Contact Center Rep II

PUBLIX EMPLOYEES FEDERAL CREDIT UNION
02.2024 - 08.2025
  • Delivered courteous and efficient service to members via inbound calls, email, and chat, focusing on first-contact resolution.
  • Actively identified member needs and educated them on products and services to support growth objectives.
  • Originated consumer loans and offered ancillary products, contributing to membership and revenue growth.
  • Remote

Member Advocate

PUBLIX EMPLOYEES FEDERAL CREDIT UNION
03.2022 - 02.2024
  • Strengthened member loyalty by providing personalized support and exceptional service, resulting in increased referral rates.
  • Exceeded sales goals for new accounts, loans, and other financial products through effective cross-selling techniques.
  • Improved operational efficiency within the branch by participating in process improvement initiatives.

FINANCIAL SERVICES REPRESENTATIVE III

JUSTICE FEDERAL CREDIT UNION
07.2017 - 03.2022
  • Converted members needs to sales opportunities by offering a full range of superior products and services.
  • Conducted in-depth loan interviews, provided beneficial information, and set up and disbursed loans.
  • Managed and controlled office inventory systems for negotiable instruments, cash, and other sensitive materials, ensuring accuracy and reliability.
  • Processed daily transactions including withdrawals, deposits, transfers, and official checks for seized federal funds.
  • Performed technical audits and reviewed tasks to ensure compliance with quality standards, deadlines, and credit union policies.

MEMBER SERVICE REPRESENTATIVE

BRIGHT STAR CREDIT UNION
04.2016 - 06.2017
  • Provided outstanding service to all members, completing account maintenance for disputes, fraud, and direct deposits.
  • Assisted and educated members on products and services to meet their financial goals.

PERSONAL BANKER

SUNTRUST BANK
12.2014 - 04.2016
  • Provided industry-leading client service by assisting in the development and expansion of new and existing client relationships.
  • Delivered a full suite of financial solutions, including deposits and credit products, based on client needs.
  • Referred clients to specialized partners (Financial Advisor, Mortgage, Wealth) to facilitate additional business growth.
  • Ensured compliance with internal controls, operational procedures, and risk management policies.

TELLER OPERATIONS / ASSISTANT MANAGER

BANK OF AMERICA
10.2001 - 10.2014
  • Managed the full scope of branch responsibilities, including operations, sales, and service, consistently meeting aggressive sales targets.
  • Led day-to-day sales and service fulfillment, ensuring operational excellence and compliance with all regulations.
  • Managed all branch inventory, conducted cash audits, approved wires, and ensured the branch balanced daily.
  • Developed and presented strategic action plans to senior-level executives to improve banking center efficiency.
  • Fostered a positive and energetic team environment, which led to high morale and consistent goal attainment.

Education

Bachelor of Science - Supervision and Management - Management Specialization

BROWARD COLLEGE
DAVIE, FL
12.2025

Associate of Arts - Business Administration

BROWARD COLLEGE
DAVIE, FL
01.2012

Skills

  • Customer Service & Sales: Member Relationship Management, Complex Problem Solving, De-escalation, Cross-Selling, Loan Origination, New Account Opening, Product & Service Education
  • Leadership & Operations: Operational Management, Team Training & Mentoring, Process Improvement, Performance Auditing, Regulatory Compliance, Risk Management
  • Financial Expertise: Financial Administration, Cash Handling, Fraud Detection & Prevention, Account Maintenance, Financial Analysis, Notary & Medallion Services
  • Interpersonal: Excellent Communication, Teamwork & Collaboration, Professionalism & Courtesy, Empathy, Adaptability, Strong Work Ethic

Accomplishments

  • Exceeded Sales Targets: Achieved top leadership in ancillary product sales, hitting 109.4% and 126% of target in Q3 and Q4 2022.
  • Branch Performance: Awarded Branch of the Quarter, Q4 2022, for outstanding overall performance.

Timeline

Member Contact Center Rep III

PUBLIX EMPLOYEES FEDERAL CREDIT UNION
08.2025 - Current

Member Contact Center Rep II

PUBLIX EMPLOYEES FEDERAL CREDIT UNION
02.2024 - 08.2025

Member Advocate

PUBLIX EMPLOYEES FEDERAL CREDIT UNION
03.2022 - 02.2024

FINANCIAL SERVICES REPRESENTATIVE III

JUSTICE FEDERAL CREDIT UNION
07.2017 - 03.2022

MEMBER SERVICE REPRESENTATIVE

BRIGHT STAR CREDIT UNION
04.2016 - 06.2017

PERSONAL BANKER

SUNTRUST BANK
12.2014 - 04.2016

TELLER OPERATIONS / ASSISTANT MANAGER

BANK OF AMERICA
10.2001 - 10.2014

Associate of Arts - Business Administration

BROWARD COLLEGE

Bachelor of Science - Supervision and Management - Management Specialization

BROWARD COLLEGE

Awards

Top Performer: Consistently recognized with multiple awards, including Top Performing Professional Teller (2003), Top 5% Market Performing Assistant Manager (2009), and Top MCC Performer (Q1, Q2 2025)., Spirit Awards: Honored with Bank of America's Spirit Award (2005, 2006) and Spirit Medallion Awards (2007, 2010, 2011, 2012) for teamwork and a positive attitude., Associate of the Year Nominee (2022, 2024)., MCC Club of Champions winner (January, February, March, and April 2025)., One Team Award winner (2012, 2013) for top team performance.