Teri-Ann Dias McIntyre
Palm Bay
Summary
Results-driven professional with extensive experience in customer service and support. Expertise in resolving inquiries, managing accounts, and building relationships. Demonstrated ability to enhance team performance and drive positive outcomes through effective communication and problem-solving in fast-paced environments. Focused on improving service efficiency and member satisfaction.
Overview
1
1
Certification
25
25
years of professional experience
Work History
Member Service Representative
Community Credit Union of Florida
Palm Bay, FL
02.2015 - Current
- Demonstrate excellent customer service skills while resolving complex inquiries and complaints.
- Provide support to staff members on company policies, procedures, and services.
- Adhere to federal regulations regarding Know Your Customer requirements when onboarding new customers.
- Ensure compliance with applicable laws and regulations related to banking operations.
- Provide accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Navigate multiple computer systems and applications and utilize search tools to find information.
- Build sustainable relationships and trust with customer accounts using open and interactive communication.
- Assist with weekly meetings with team members to discuss goals, objectives, and any challenges encountered.
Personal Banker/Interim Service Manager
Wells Fargo
Melbourne, FL
06.2003 - 01.2015
- Facilitated issue resolution and enhanced customer service through direct communication with customers in person and by phone.
- Assigned tasks to employees to ensure timely project completion.
- Communicated with customers in person and by phone to promote issue resolution and good customer service.
- Utilized problem solving skills to address challenges that arose during daily operations.
- Mentored new employees in order to maximize their potentials.
- Delegated tasks to employees to effectively complete projects.
- Upheld established policies and procedures for maximum workplace efficiency.
- Documented all customer interactions and transactions to maintain accurate records.
- Created weekly schedules based on predicted staffing needs, budgets and employee requests.
Customer Service Manager
Walmart Supercenter
Palm Bay, FL
02.2001 - 06.2003
- Managed customer service staff by communicating expectations and monitoring and analyzing results.
- Handled escalated customer queries and complaints, ensuring timely resolution and customer satisfaction.
- Conducted regular performance reviews and provided coaching and feedback to staff members.
- Coached staff and provided feedback to enhance performance and align with company objectives.
- Conducted performance reviews and delivered coaching to staff, fostering development and accountability.
- Created weekly schedules based on predicted staffing needs, budgets and employee requests, and minimized overtime.
- Created weekly schedules based on predicted staffing needs, budgets and employee requests, and minimized overtime.
- Interacted with customers to quickly handle escalated queries and complaints.
Education
Bachelor of Arts (B.A.) - Business Administration & Management
Keiser University
Melbourne, FL10-2024
Associate in Arts (A.A.) - Criminal Justice
Keiser University
Melbourne, FL06-2012
Skills
- Loan Processing
- Transaction Review
- Account Services
- Membership Registrations
- Processing Loan Applications
- Credit Card Applications
- Credit analysis
- Banking Operations Support
- Monthly Audits
- Team Management
- Performance Review
- Providing Feedback
- Employee Feedback
Certification
- Certified Notary Public
- Certified credit Union Financial Counselor
- Real Estate License
- National Mortgage Licensing System (NMLS)
Timeline
Member Service Representative
Community Credit Union of Florida
02.2015 - Current
Personal Banker/Interim Service Manager
Wells Fargo
06.2003 - 01.2015
Customer Service Manager
Walmart Supercenter
02.2001 - 06.2003
Bachelor of Arts (B.A.) - Business Administration & Management
Keiser University
Associate in Arts (A.A.) - Criminal Justice
Keiser University
AWARDS
Number one in Quality Customer Service, eight years at Wells Fargo, Number one in Customer Service for an entire year at Community Credit Union, Three to Four times Lender of the month in a year at Community Credit Union