Tanya Parker
Troy,NY
Summary
Dynamic professional with extensive experience at Broadview FCU, excelling in client relationship building and customer service. Proven ability to resolve complex inquiries efficiently, enhancing member satisfaction. Skilled in call center operations and team management, consistently advocating for members while ensuring compliance and operational excellence.
Overview
21
21
years of professional experience
Work History
Senior Member Service Representative
Broadview FCU
Troy NY
08.2006 - 05.2026
- Handle member inquires of moderate to advanced complexity with a goal of first call resolution and limited escalation by leveraging departmental tools and taking call types such as online banking, loan inquiries, stop payments, debit card issues, credit card inquiries, ACH transactions.
- Provide accurate information about products, services, and promotions.
- Process financial transactions on member’s accounts in an efficient and effective manner.
- Review, qualify, open and close deposit accounts and ATM/debit cards and submit disputes.
- Process credit card payments, transfers, fees, and all related tasks accurately.
- Decision fee-refunds within defined relationship parameters and authority thresholds.
- Act as a member advocate and handle difficult conversations with professionalism and courtesy.
- Resolve member’s concerns while ensuring regulatory compliance.
- Stay updated on product knowledge and company policies.
Receptionist
New York Housing Association Inc
Latham, NY 12110
02.2005 - 04.2006
- Helped office staff prepare reports and presentations for internal or client-related use.
- Coordinated communication between departments to streamline service delivery and enhance client satisfaction.
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
- Maintained accurate records of phone calls, messages, and inquiries for effective follow-up and tracking.
- Assisted in the implementation of office procedures that improved workflow efficiency and reduced wait times.
- Trained new staff on reception protocols and customer service standards to ensure consistency in service quality.
- Developed resource materials for clients regarding housing programs, improving information accessibility and understanding.
- Enhanced client experience by providing timely responses to inquiries and resolving issues with professionalism and care.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Maintained visitor log for entering and leaving facility for security purposes.
- Assisted in event planning and execution, ensuring seamless operation of company functions.
Education
Associate of Science - Business
Bryant & Stratton Formerly Albany Business College
Albany NY06.1990
Skills
Client relationship building
Customer service expertise
Call center experience
Team management
Timeline
Senior Member Service Representative
Broadview FCU
08.2006 - 05.2026
Receptionist
New York Housing Association Inc
02.2005 - 04.2006
Associate of Science - Business
Bryant & Stratton Formerly Albany Business College