Serina L Shaw
MSR II
Surprise,AZ
Summary
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Professional service professional with focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.
Equipped with problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
33
33
years of professional experience
Work History
Member Service Representative II
Sunwest Credit Union
05.2022 - Current
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Educated and engaged customers with new bank products and services.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
Personal Banker
Washington Federal Bank
09.2013 - Current
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Supported managers in implementing operational improvements that increased efficiency across the branch network.
- Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
- Conducted regular audits of cash handling procedures, minimizing risk exposure for the branch.
- Trained new personal bankers, elevating team performance and service quality.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Customer Service Supervisor
M & I Bank
08.2000 - 11.2011
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Education
Paradise Valley High School
Phoenix, AZ01.1988
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Call center experience
- Product recommendations
- Client education
- Service recommendations
- Product sales
- Teamwork and collaboration
- Computer skills
- Product knowledge
Timeline
Member Service Representative II
Sunwest Credit Union
05.2022 - Current
Personal Banker
Washington Federal Bank
09.2013 - Current
Customer Service Supervisor
M & I Bank
08.2000 - 11.2011
Paradise Valley High School
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