Terri Bashoor
Deer Park,WA
Summary
Proven track record at Velera / PSCU Financial Services, excelling in client relationship management and technical solution delivery. Expert in enhancing customer service through meticulous attention to detail and robust complaint handling, ensuring operational excellence. Skilled in leveraging computer skills and technical knowledge for innovative problem-solving, significantly improving client satisfaction and operational efficiency.
Overview
17
17
years of professional experience
Work History
Service Executive III
PSCU Financial Services
08.2023 - Current
- Responsible for the overall servicing relationship of 45 Credit Unions across all lines of business (credit, debit, digital).
- Partner closely with Client Growth Executive to consult with clients on their strategic planning, program management, solution delivery, new product delivery, and issue resolution while ensuring regulatory compliance.
- Advocate for assigned clients to improve consultative member services, promote use of PSCU products and services and oversee initiatives and service requests while achieving increase dedication, endorsement and revenue.
- Strengthen client relationships by identifying and leading client program needs, providing expert servicing oversight, and ensuring day to day requests and needs are met.
- Serve as central point of contact between various partners by providing ongoing communication to ensure timely implementation of assigned project deliverables.
- Develop deep knowledge of each assigned client's product and service portfolio and provide consultation, mentorship, cautions on projects, initiatives and change requests.
- Develop and deliver updates to PSCU senior leadership and client senior executives.
- Produce status reports, client presentation, business reviews and operational/service reporting.
Service Executive
PSCU Financial Services
03.2020 - 08.2023
- Responsible for building and improving relationships with clients to ensure operation issues and questions are resolved a timely manner.
- Manage and deliver timely responses and resolutions.
- Exceed client expectations and be intimate with their unique set up, business goals and strategies.
- Collaborate with the Account Executive to ensure that contract renewals and upsell/cross-sell opportunities are optimally addressed.
- Proactively recognize client needs and concerns.
- Cultivate relationships with key client personnel and executives.
- Develop and execute service account plans, manage operational requests and projects to ensure timeliness, accuracy and quality.
- Posses exceptional written and verbal customer contact skills and manage book of business comprised of diverse and complex clients.
- Continue training on new products and services.
Credit Business Analyst
PSCU Financial Services
01.2010 - 04.2020
- Work with clients to discuss solution specifications and determine options.
- Overall understanding of PSCU Products and Solutions and how they are implemented.
- Develop relationships with credit union staff and provide consulting and guidance on the best approaches to meet business requirements.
- Identify and report outstanding issues and assist with issue resolution.
- Ensure qualify in the implementation process.
- Open/update tickets as required for business needs.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed documentation to support training efforts, helping employees fully understand solution procedures.
- Improved business processes by analyzing current practices and recommending optimization strategies.
Systems Analyst
PSCU Financial Services
03.2008 - 01.2010
- Managed multiple projects simultaneously, consistently meeting deadlines.
- Trained new hires on company-specific tools, systems, and best practices to ensure smooth integration into the team.
- Conducted regular quality audits of work processed by team members.
- Provided recommendations based on project requirements.
Analyst
PSCU Financial Services
09.2007 - 03.2008
- Enhanced data accuracy by meticulously validating and updating customer information in Plastics Insert database.
- Reduced errors in data entry, instituting rigorous quality control checks.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
Education
High School Diploma -
Surrattsville High School
Clinton, MD05.1980
Skills
- Strong Work Ethic
- Customer Service
- Attention to Detail
- Listening Skills
- Multitasking and Organization
- Excellent Communication
- Computer Skills
- Complaint Handling
- Team Collaboration
- Technical knowledge
- Quality Control
Cooking
I love to cook just about anything, it's my way to relax and show others I care about them.
Timeline
Service Executive III
PSCU Financial Services
08.2023 - Current
Service Executive
PSCU Financial Services
03.2020 - 08.2023
Credit Business Analyst
PSCU Financial Services
01.2010 - 04.2020
Systems Analyst
PSCU Financial Services
03.2008 - 01.2010
Analyst
PSCU Financial Services
09.2007 - 03.2008
High School Diploma -
Surrattsville High School
Similar Profiles
Lynn SmithLynn Smith
Tier 2 Customer Service Representative at PSCU Financial ServicesTier 2 Customer Service Representative at PSCU Financial Services
Janelle GipsonJanelle Gipson
Fraud Detection Team Lead at PSCU Financial ServicesFraud Detection Team Lead at PSCU Financial Services
A-Lexus OrtizA-Lexus Ortiz
Fraud Detection Agent at PSCU Financial ServicesFraud Detection Agent at PSCU Financial Services