Tammy Simon
Pensacola,FL
Summary
I feel that my tenure and my proven dedication to Gulf Winds gives me the strength and determination to advance to this next chapter. I have completed a Jira for beginners' class and a leadership & management skills class. I would like the opportunity to complete the SCRUM certification class. I have proven that I have the skills to move further as I have navigated Meridian Link back office and mastered changes to Meridian Link Demo for most tasks without assistance. I have great organizational and member service skills and understand that these are required for this position. I have led teams within Gulf Winds CU and in my previous employment positions. I would like the opportunity to prove myself in the EServices Specialist II position. Thank you for your consideration.
Overview
29
29
years of professional experience
Work History
EServices Quality Assurance Specialist
Gulf Winds Credit Union
08.2019 - Current
- Reviewed and Processed New Accounts Online following all BSA and Gulf Winds Internal procedures.
- Reviewed processes for New Accounts Online(NAO) through member journey mapping and identified potential quality issues with NAO process and back office processing.
- Maintain procedures and QRG's are updated and current.
- Assisted with Mobile Check Deposit review and processing.
- Assisted with Digital Banking Enrollments review and assignment.
- Assisted with answering questions and resolving issues generated from the Gulf Winds Contact Center and Branches regarding Digital Banking, Mobile Check deposits, and New Accounts Online.
- Participated in Scrum meetings for the Deposits Value Team. Helped implement new products, procedures and testing as needed.
- Created training documents and videos for the front line team.
Product Service Specialist/Payments Specialist
Gulf Winds Credit Union
10.2007 - 09.2019
- Maintained day to day operations of the ATM machines owned by Gulf Winds CU.
- Preformed daily and monthly balancing of the Network and General Ledgers pertaining to the ATM'S.
- Assisted with the installations and decommissions of the ATM's.
- Assisted with processing WIRES, ACH files, daily check processing files, daily debit card files,
- Implemented project for EMV (chip) Debit Cards.
- Implemented project for instant issue Debit cards.
- Processed Legal Garnishments for member accounts as received.
- Processed Deceased member service events as received.
Electronic Service Representative
Gulf Winds Credit Union
01.2005 - 02.2007
- Maintained day to day operations of the ATM machines owned by Gulf Winds CU.
- Preformed daily and monthly balancing of the Network and General Ledgers pertaining to the ATM'S.
- Assisted with the installations and decommissions of the ATM's.
- Assisted with processing WIRES, ACH files, daily check processing files, daily debit card files,
- Implemented project for EMV (chip) Debit Cards.
- Implemented project for instant issue Debit cards.
- Processed Legal Garnishments for member accounts as received.
- Processed Deceased member service events as received.
Contact Center Representative
Gulf Winds Credit Union
01.2003 - 01.2005
- Assist members with transactions by phone including but not limited to: Answering questions, transferring funds, accepting loan request by phone. Processing loan request.
- Presenting loan products to the member when applying for a loan including GAP and warranties.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
Teller
Gulf Winds Credit Union
08.2001 - 01.2002
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Handled various accounting transactions.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained accurate records of customer transactions in line with bank procedures.
- Processed customer transactions promptly, minimizing wait times.
Teller
Gulf Winds Credit Union
08.1995 - 02.1997
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Handled various accounting transactions.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained accurate records of customer transactions in line with bank procedures.
- Processed customer transactions promptly, minimizing wait times.
Education
No Degree - Business
Columbia Southern University
Orange Beach, ALHigh School Diploma -
Pensacola Adult High
Pensacola FL06.1984
Skills
- Exceptional Customer Service skills
- Problem-solving skills
- Adaptability and Flexibility
- Attentive and Observant
- Team Collaboration
- Agile Methodology
- Quality improvements
- Detail Oriented
- Sound decision-making abilities
- Quality Assurance
Timeline
EServices Quality Assurance Specialist
Gulf Winds Credit Union
08.2019 - Current
Product Service Specialist/Payments Specialist
Gulf Winds Credit Union
10.2007 - 09.2019
Electronic Service Representative
Gulf Winds Credit Union
01.2005 - 02.2007
Contact Center Representative
Gulf Winds Credit Union
01.2003 - 01.2005
Teller
Gulf Winds Credit Union
08.2001 - 01.2002
Teller
Gulf Winds Credit Union
08.1995 - 02.1997
No Degree - Business
Columbia Southern University
High School Diploma -
Pensacola Adult High
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