Stephanie Sheehan
Senior Certificate And IRA Specialist
Alexandria,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals through hard work, attention to detail and organizational skills. Motivated to learn, grow and excel in the technology industry.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
Senior Certificate and IRA Specialist
Navy Federal Credit Union
Vienna, VA
09.2021 - Current
- Successfully completed Senior Certificate and IRA training
- Highlight values and educate sister business units as well as members about Navy Federal Certificate and IRA financial products.
- Actively listen to customers' requests, confirming full understanding before addressing concerns.
- Successfully maintain an average of 100 on quality audits
- Identify issues, analyze information and provide solutions to problems.
- Effectively conduct research, gather information from multiple sources and present solutions to requests received through our E-Messaging system.
- Continuously use SESSIONS, UAD, EDM, IBM Reports, to process different duties assigned
Certificate and IRA Specialist
Navy Federal Credit Union
Vienna, VA
09.2018 - 09.2021
- Highlighted values and educated business units members of Navy Federal Certificates and IRA financial products.
- Played a role in recertification to reassure manuals and guidance's were up to date and offered changes.
- Continuously maintained high quality audits for member service
- Processed paperwork by using SESSIONS, UAD, USD, EDM, PBM,
- Maintained energy and enthusiasm in fast-paced environment.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Offered friendly and efficient service to members, and business units and handled challenging situations with ease.
- Effectively trained new team members, and consistently remained available to team members and business units offering solutions for issues that occurred.
Member Service Representative
Navy Federal Credit Union
Alexandria, VA
09.2017 - 09.2018
- Researched and rapidly resolved members conflicts to maintain key accounts.
- Learned internal systems and related service role duties to provide skilled team backup in handling members demands.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of members every day with positive attitude and focus on member satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Followed up with members about resolved issues to maintain high standards of customer service.
- Welcomed, greeted and assisted members when working the greeting position.
- Responded to members requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize member needs.
- Effective liaison between members and internal departments.
- Delivered exceptional member service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved Member inquiries and complaints quickly.
- Cross-trained and provided back up for member service as a Teller, Member Service Rep, and Greeter.
Sergeant
United States Marine Corps
Various, United States
11.2006 - 07.2017
- Managed all aspects of Communications administrative and personnel needs of ground communications operations.
- Prepared and delivered investigative reports and briefings.
- Directed the set up, organization and maintaining of field communication equipment to enhance troop safety and operational success.
- Managed over 23 personnel, maintained training, and professional goals.
- Oversaw radio communications during field operations, maintained and troubleshooted whenever critical issues came about.
- Ordered, unloaded, sorted and tracked communication supplies and equipment needed for unit activities.
- Carried out day-day-day duties accurately and efficiently.
- Exceeded goals through effective task prioritization and great work ethic., unloaded, sorted and tracked communication supplies and equipment needed for unit activities.
- Carried out day-day-day duties accurately and efficiently.
- Exceeded goals through effective task prioritization and great work ethic.
- Successfully cross trained to Safety Officer, Substance Abuse Control Officer, Transition Assistance Programs, Suicide Prevention Officer.
- Supported and assessed troops struggling with addiction or relationship issues and devised strategies based on troop needs.
- Maintained confidential documentation
- Completed required documentation for continued therapy coverage by insurance companies to meet deadlines.
- Interviewed clients, reviewed records and conducted assessments to evaluate mental or physical condition of clients or patients.
- Collaborated with counselors, physicians and nurses to plan or coordinate treatment, drawing on patient needs.
- Inspected and performed regular maintenance on company communication equipment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Processed paperwork and organized with other business units to schedule Marines for Transition Assistance Programs, ensured a 99%rate of presence.
- Maintained safety records; keeping record of any incidents that occurred during field operations, training, or daily.
- Presented reports to Commanding Officer to ensure they knew what was going on with their unit.
- Conducted urinalysis for over 400 Troops, Worked with CSAC on a daily basis to process paperwork, stay up to date with substance abuse issues, and any training needed.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Education
Bachelor of Science - Information Technology
Strayer University
Waldorf, Maryland 01.2020 - Current
Skills
Troubleshooting
Written Communication
Interpersonal Communication
Leadership
Organization and Time Management
Strategic Planning
Attention to Detail
Process Improvement
Training and Development
Collaborative Teamwork
Following Policies and Procedures
Poject Management
Dependability
Integrity
Administrative support
Briefing leadership
Self-Motivated
Critical Thinking
MS Office
Clerical Support
Computer Skills
Service recommendations
Account management
Professional telephone demeanor
Timeline
Senior Certificate and IRA Specialist
Navy Federal Credit Union
09.2021 - Current
Bachelor of Science - Information Technology
Strayer University
01.2020 - Current
Certificate and IRA Specialist
Navy Federal Credit Union
09.2018 - 09.2021
Member Service Representative
Navy Federal Credit Union
09.2017 - 09.2018
Sergeant
United States Marine Corps
11.2006 - 07.2017